Ryan Willis

Director, Customer Experience
CenturyLink

Ryan Willis is Director of Customer and Employee Experience at CenturyLink. Over the last several years, Ryan has led multiple aspects of CenturyLink’s customer experience transformation focused on driving a culture of customer-first thinking. His work has centered on putting the customer in the driver’s seat to advance CenturyLink’s strategic initiatives from infancy to implementation, particularly in the digital space. Previously, Ryan led CenturyLink’s marketing strategy team, which developed and implemented go-to-market strategies across the organization. Prior to CenturyLink, Ryan held leadership roles in both the banking and restaurant industries. Ryan has an undergraduate degree in Business Administration from the University of Michigan and a Master of Business Administration degree from Louisiana Tech University.

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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.