At the minimum…
You completely gut support in call centers, in the name of “creating a lean, efficient business” that is “digital first, data driven, and AI forward”…
If you don’t have the AI systems in place, or operational when you cut all of these people, you are simply torturing the frontline. You sit on your perch and lie, and make decisions based off of what you THINK happens in call centers based on what your VPs tell you… those who ALSO have no idea what they are talking about because they are being updated by directors and managers who are fu----g scared of losing their jobs.
The people you just clipped… those are the people who were pillars of the consumer group. The people who informed decisions at a frontline level, who helped you and Sievert be able to brag about “the best Q2 in TMO history”… you deemed them “not needed”… Frier is misinformed, and out of touch… at best. At worst, he is consciously driving care into the floor to make an excuse to replace all call centers with a AI server.