June 18 - 19, 2019 | Marriott Marquis Washington, DC, USA
Ryan Willis, Director, Customer Experience at CenturyLink
CenturyLink Logo

Ryan Willis


Director, Customer Experience
CenturyLink

CONFERENCE DAY TWO

Wednesday, June 19th, 2019


12:00 PM DELIVERING A PARADIGM-SHIFTING CUSTOMER EXPERIENCE TO A DUBIOUS CUSTOMER BASE

“We don’t believe you.” That was a quote given to CenturyLink leadership from a customer when the company began testing a new, simpler and more upfront way to purchase internet services and administer accounts. The problem was trust. A history of convoluted paths to service paired with varying price points and small print had created challenges for CenturyLink to deliver a believable redesign of the customer experience.
 
 In this presentation, attendees will learn:
·         How a 50-year-old technology company was able to leverage agile philosophies to transform a complex and cumbersome customer service platform into a simple, trusted customer experience.
·         How testing a variety of hypotheses and iterations with real customers at every part of the journey was crucial to the program’s success. 
·         How smaller wins in improving CX have led to a companywide movement and larger investments toward a customer-first experience mentality.

Check out the incredible speaker line-up to see who will be joining Ryan.

Download The Latest Agenda