BEFORE YOU PRESS PLAY
What is discussed
AskMonty AI editorial noteSource consulted:
Commenting on BT's workforce-reduction plan announced in 2023, Montemagno shifts attention from the cuts to their effect on customers. He recognizes businesses' need to control costs but challenges the assumption that automation and self-service necessarily improve experience or lower prices. Examples involving support, fuel and self-checkouts lead to a call to assess benefits for workers, customers and wider stakeholders, beyond shareholders' accounts.
Key points
- Cost control is a business need but does not establish a benefit for customers.
- Self-service can shift tasks to users without an evident financial benefit.
- The proposed assessment includes the wider ecosystem of workers, customers and business.
