Saeed Otufat-Shamsi on Humanizing Digital Transformation | Behind the Growth

In this episode of Behind the Growth, we are joined by Saeed Otufat-Shamsi, the Director of Information Services in Customer Care Portfolio at TELUS, to discuss all things digital transformation. Saeed introduces the term ‘humanized digital transformation’ going beyond technology and process into a customer-centric culture.

Saeed draws attention towards the day-2 activities are your key differentiators. As he says, don’t stop at the sale/purchase experience; instead, focus on transforming the after-sales experience as well. You’ll meet customer needs and grow efficiently. He also discusses the ideal team mindset, with leaders being the coaches — not managers

Key Takeaways
Digital transformation is not about technology and process
Focus on the customer and how to simplify their journeys
Optimize full lifecycle experience for the customer
Build your team for a collective win

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