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analytics . Customer-centricity is required across all the digital and physical touch points , to drive engagement , satisfaction and loyalty . Proactive rather than reactive , keeping a step ahead of the customer . Giving them what they want before they know they want it .” It ’ s a holistic approach that applies to employees and to partners , he enthuses , felt at every level and at each touch point within the organisation as well as outside of it .
At the same time as MWC debates how the industry is going to deliver 5G to its consumers this year , Martin Fijman is preoccupied with technology tools that are either just around the corner or just beginning to make their presence felt . Blockchain , AI , IoT , advanced analytics are all poised to disrupt . “ We are in the early stages but I think that over the next five to 10 years we are going to see major changes in our supply chains , driven by these new technologies . I think it will be a tipping point as they become less expensive and more mainstream . At Sprint we are in the pole position in the race to have a supply chain that is differentiated compared with our competition , and at the same time manage the risks that are associated with early adoption of new technology .”
Finally , Fijman reverts to his favorite topic , sustainability . He is very proud of the impact procurement policy has had on Sprint ’ s performance in promoting a socially and environmentally sound supply chain and reducing the environmental impact of products . “ We are an environmentally conscious company : sustainability is incorporated in our procurement policies and in the way we deal with any partner in our devices ecosystem .”
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