Director, Customer Experience
CONFERENCE DAY TWO
Wednesday, June 19th, 2019
“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.