Senior Vice President, Consumer Digital Experience
Forrester's Customer Experience Forum 2012 East
As Senior Vice President of Consumer Digital Experience for AT&T, Phil Bienert is responsible for all of AT&T's consumer web properties. He also leads efforts to integrate digital, retail, and call center experiences through next-generation web, application, kiosk, and chat experiences.
Mr. Bienert joined AT&T in 2008 as Vice President for att.com. In this role, he was responsible for consolidating AT&T's wireless and wireline online business into one of the top destinations on the Web, offering sales, service, and support for more than 2.5million AT&T Mobility, Broadband, Access Line, and Video customers a day.
Prior to AT&T, Mr. Bienert served as Senior Vice President of Customer Experience at Citigroup. In this position, he was responsible for the company's web activities for hundreds of Citi-branded and private-label online properties. He also led Citi's multiyear effort to shift its consumer business to a more web-centric business model.
Prior to joining Citigroup, Mr. Bienert managed all direct-to-consumer activities at Volvo Cars, including websites, direct marketing, interactive media, call centers, and new branding initiatives at the manufacturer and local dealer level. During this time, he led the first-ever online car launch as well as a number of other industry-first initiatives in the online, wireless, interactive TV, and gaming space. Prior to Volvo, he held a series of marketing, branding, and business strategy positions at various divisions within Volvo's parent company, Ford Motor Company.