Business transformation does not depend solely on adopting technology or changing processes: it also requires leadership, purpose and the ability to get people to embrace change. In this interview, Javier Vizcaino reflects on how to lead teams in a context shaped by the rapid advancement of artificial intelligence and explains why critical thinking, curiosity, sound judgement, active listening and trust will become even more important. He also discusses the role of the customer in decision-making, the importance of building committed teams and the value of collective success. His vision sets out a style of leadership that combines analysis with human skills, and which recognises that leading people involves listening, understanding the circumstances before acting and continuously learning from those around us.
SME Business Unit Director at Telefónica de España
Leading a business transformation requires combining purpose, active listening, trust and autonomy with human skills such as critical thinking and sound judgement, particularly in an environment increasingly shaped by artificial intelligence.
Leading a transformation involves understanding why change is necessary, defining the purpose, and ensuring that people understand and share the vision of where we want to go. It is not just about communicating the change, but about listening to and engaging the team.
In the business world, leading a transformation begins with being clear about why the change is worthwhile and what the purpose is. I do not believe in change for change’s sake, but in moving towards a clearly better situation. The path always has obstacles and rewards, and you have to know how to manage both. The leader’s challenge is to ensure the team understands and shares that vision. And to do that, communication alone is not enough: you have to listen, engage and inspire conviction.
Which human skills will be most important for leadership in the age of artificial intelligence?
Advances in artificial intelligence may increase the importance of human skills such as critical thinking, curiosity, sound judgement, managing uncertainty and the ability to build trust.
AI will make human judgement even more valuable. Skills that I have always valued, such as critical thinking, curiosity, sound judgement and the ability to cope with uncertainty, will become even more important. But a leader will also have to build trust and ensure that people want to move forward alongside them.
This vision also connects naturally with Telefónica’s challenge of becoming the best gateway for citizens to digital technologies and with its aim of being a more innovative and competitive company.
Why does being close to the customer improve leadership and decision-making?
Being close to the customer allows us to listen to and better understand their needs and forces us to re-examine our own certainties before making decisions, placing trust at the heart of the process.
Customers are the ultimate judges of our decisions, because they place something far more important than their money in our hands: their trust. Being close to them forces you to listen, to understand what they really need and to question your own assumptions. It has taught me that leadership also involves making decisions that live up to that trust.
This reflection is particularly in line with one of Telefónica’s priorities: measuring the quality of its services through customer trust and offering more and better services.
How do you build a committed team, and why must success be collective?
A committed team is built around a shared purpose, trust and autonomy, creating the conditions for each person to make their best contribution.
A committed team is built when people feel they are part of something worthwhile. For me, the key lies in sharing a clear purpose, building trust and granting autonomy so that everyone can give their very best. And, above all, understanding that great results are never achieved alone: true success is always collective.
How does leadership style evolve, and what advice is useful for those starting out in team leadership?
Experience can help leadership evolve towards greater analytical and listening skills, and towards a better understanding of the specific circumstances of each person and situation.
Over time, I have learnt to be more analytical, to listen more and to better understand each person’s circumstances. Leadership also means realising that not every situation or person requires the same response. That would be my advice to anyone starting out: listen, understand before acting, and learn continuously from the people around you.
Frequently asked questions about leadership and business transformation
What is transformational leadership in a company?
In the context of this interview, it means being clear about why change is worthwhile, defining a purpose and ensuring the team understands and shares the vision for the transformation, using active listening and engagement as well as communication.
What is the purpose of having a clear purpose during a transformation?
It helps people understand where the change is heading and feel that they are part of something worthwhile. Purpose is also linked to building committed teams.
What skills does a leader need in the age of AI?
The interview highlights critical thinking, curiosity, sound judgement, the ability to navigate uncertainty and building trust.
What are the benefits for a leader of listening to the customer?
It enables them to understand what the customer really needs, to question their own assumptions and to guide decisions whilst bearing in mind the trust placed in them by customers.
How do you build a committed team?
Through a clear sense of purpose, trust and autonomy, so that people can give their best, whilst also viewing results as a collective success.
What advice should someone new to leading teams follow?
Listen, try to understand before acting, and learn continuously from those around you, bearing in mind that different people and situations may require different responses.
How will artificial intelligence influence leadership? Javier Vizcaino’s view is that AI will make human judgement even more valuable and increase the importance of skills such as critical thinking, curiosity, sound judgement and the ability to cope with uncertainty.
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