While digital transformation may increase efficiency and save money, it’s really about investing in the most critical area of your business—customer experience (CX). CX is much more than a buzz word—it has become a key point of differentiation among businesses across industries—and rightfully so.
Having the privilege of working closely with brands in a variety of industries—Windstream Enterprise has become intimately familiar with their specific challenges. We recently had the opportunity to attend two of the largest events in the retail and healthcare industries:
Prioritizing the customer journey
What’s most fascinating is how digital technology is transforming each industry’s approach to the customer journey. The retail industry is something most of us have seen and experienced first-hand with the domination of e-commerce giants like Amazon and the rise of mobile retail trends.
The healthcare industry is taking a page from retail, making a concerted effort to prioritize the needs and preferences of consumers. In healthcare, the consumer is the patient and the competition is getting fierce in this market. The patient experience (PX) is now a primary focus for healthcare providers of all sizes.
We’re seeing parallels between these two key markets, with the common denominator being an intense focus on what the CX in the digital age should look like. Below are three CX areas we can expect to see amplified in 2019.
It doesn’t matter what kind of business you’re in—improving CX is the key to increasing retention, satisfaction and revenue growth in the digital age. To that end, maintaining security, resiliency and connectivity are also musts. The future of digital transformation looks bright but will require investments in the right digital systems and initiatives to continuously enhance the full lifecycle of the customer journey.
Layne Levine is president of Windstream Enterprise & Wholesale. He is responsible for overseeing sales, financial performance, marketing, field technicians, service delivery and customer care and repair for the company’s enterprise, mid-market/commercial markets and wholesale segments. He also oversees the company’s channel program, including Value-Added Resellers (VARs), agents, Managed Service Providers (MSPs) and system integrators.
Levine has worked in the telecom industry for more than 25 years, most recently as chief revenue officer at GTT, which provides cloud networking services to multinational customers. In that role, Levine led the company’s revenue growth initiatives worldwide, targeting global carriers and multinational enterprises and developing its emerging channel strategy. Previously he was the executive vice president for GTT’s Americas division, managing the sales and customer operations efforts for North and South America.
Prior to joining GTT, Levine was senior vice president of sales at Alpheus Communications. Before that he was senior vice president of retail sales for Deltacom/EarthLink. Levine also has held leadership positions at Airband Communications, Level 3 Communications and Broadwing Communications.
Levine has a Bachelor of Arts from Texas Tech University.
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