AT&T

Extending platform thinking across the enterprise.

Challenge

After the successful rollout of Leading with Distinction-3, AT&T University turned its attention to critical growth platforms for the company. They partnered with us to deliver a powerful three-day program to officers and senior managers encompassing the company’s key strategies for growth.

CX Workout have a remarkable set of competencies. The customer experience has improved greatly because of CX Workout.

Ken Fenoglio, former Dean, AT&T University

Solution

  • The Innovation Radar: This comprehensive research assessment provided AT&T senior leaders with insight into their level of transformation across 12 innovation vectors.
  • Platform Leadership: Guided by case studies and material from thought leaders in the field of Platform Strategy, senior leaders applied the core concepts of two-sided industry platforms to refine and enhance current platform opportunities.
  • Effortless Customer Experience: AT&T leaders learned about a Best Practices Implementation Model for implementing the Net Promoter® Score and driving Cultural Transformation.

Results

AT&T has made significant progress in defining the key platforms for growth, and NPS performance has steadily improved, including top scores within their industry for their retail store experience.

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