How Lumen Technologies transforms telecom customer experiences with Ryan Asdourian Artwork

Reinventing Customer Experience

Staying connected with consumers in today’s rapidly evolving digital world is crucial. So, how do companies deliver personalized experiences while meeting customers where they want to be engaged? On “Reinventing Customer Experience”—the first in a series of podcasts from ZS called “Impact Stories”—ZS’s Arun Shastri and Gopi Vikranth chat with digital, analytics, technology and customer experience leaders from various industries and organizations to understand how they are engaging their customers. Each episode covers a variety of topics, from how companies are transforming their customer experience programs and how they’ve adapted during the COVID-19 pandemic to how they see digital engagement evolving in the future through the use of tools such as AI.

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Reinventing Customer Experience

How Lumen Technologies transforms telecom customer experiences with Ryan Asdourian

September 26, 2024 • ZS • Season 3 • Episode 3

Lumen Technologies is a global telecommunications company that provides communications, network services, security, cloud solutions and managed services through its extensive fiber optic and copper networks. Arun Shastri and Gopi Vikranth explore how Lumen uses AI to enhance customer interactions, streamline operations and empower employees with Ryan Asdourian, the company’s executive vice president and chief marketing officer. They discuss the importance of maintaining a human-centered approach in AI, the role of data in driving innovation and how AI is transforming accessibility for individuals with disabilities. Ryan also emphasizes the significance of leadership principles such as failing gracefully and putting customers first in the digital age.

Before joining Lumen, Ryan spent 20 years at Microsoft, where he held various product and marketing leadership positions of increasing responsibility. Long-time Seattle Seahawks fans may recognize him as the team’s mascot Blitz, a position he took on to help raise awareness of multiple sclerosis.

Topics include:

How AI is enabling personalized and scalable customer experiences at Lumen
The role of leadership in fostering innovation and embracing failure
Predictions for the future of AI in optimizing the customer experience