Hilary Hahn

Strategic Partnerships and Customer Experience Vice President
Frontier Communications

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

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Day One: Mining, Mapping and Measuring: How to Master Essential CX Strategies

Friday, January 6th, 2017

12:55 Fireside Chat: Achieving Disruptive Customer Multi-channel Experience with an Inside-out Philosophy

We have been on journey at Frontier Communications having created a business-within-a-business, where we have been providing awesome CustomerCARE for Fortune 500, leading brands in silicon-valley software, and financial services credit cards-

• How we grew from $0 – 300 million in 3 years; how we moved the needle on customer rated NPS in some cases an unprecedented 40 points; and how we continuously innovate to help the clients tackle their most strategic objectives
• How we are now beginning a new journey to migrate best practices from the partnerships business, to across the Frontier enterprise to transform the FtrCARE organization [since the acquisition which occurred April 1, 2016, doubled our size overnight (employees, customers, revenue)]
• We aim to shift the telco-call-center mindset, to become customer-intent-driven CustomerCARE Centers, based on an employee-first, inside-out, and experience-led design model
• How employee engagement is foundational