Featuring:
Charlon McIntosh, Chief Customer Operations Officer at Frontier Communications
Show Notes:
Frontier Communications emerged from bankruptcy in 2021. That bankruptcy was the result of a broken CX sitting on terribly broken and outdated systems. Its new CEO launched four priorities to refocus the organization: build fiber, sell fiber, improve customer service, and become operationally efficient. Frontier Communication’s Chief Customer Operations officer, Charlon McIntosh, tells us how Frontier Communication used guerilla CX and stakeholder collaboration to achieve their CX transformation. We discuss:
- The evolution of McIntosh’s role through the transformation
- How success was measured when the stakes were high
- How every employee, including the CEO, took accountability to win
- How to progress with finite resources
- What the future holds for Frontier Communication’s CX
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