North Highland Features AT&T on Customer Experience Show

ATLANTA - May 14, 2015 - PRLog -- May 14, 2015 – The third episode of The Customer Experience Show (http://northhighland.com/industry-expertise/retail-cpg/the-customer-experience-show) aired on Sunday, May 3, featuring John Dwyer, Senior Vice President of Customer Experience at AT&T (http://www.att.com/). The program, a partnership between global managing consulting firm North Highland (http://www.northhighland.com/) and the nationally syndicated The CEO Show (http://www.ceoshow.com/), highlights those organizations that have reinvented the fabric of customer experience.

The Customer Experience Show is hosted by Albert Rees, President of the North & UK Region for North Highland, and Robert Reiss, host and founder of The CEO Show. In the most recent interview, Dwyer explains his approach to differentiating customer experience at AT&T by building key analytics, leveraging net promoter scores, understanding the company’s culture and program management. He also discusses how to maintain organizational alignment and the positive outcomes that stem from it.

“Hearing John explain his philosophy of customer experience in regards to such a large and complex organization like AT&T is really insightful. He simplifies the process by drilling customer experience down to four main pillars and keeping a central focus across the organization,” said Robert Reiss of The CEO Show.

After the initial airing May 3 on 46 radio (http://ceoshow.com/radio-stations) stations around the country, the commercial-free audio of the interview is now available on customerexperieceshow.com (http://www.customerexperienceshow.com/).

“John offered great insight in terms of providing and measuring excellent customer service. Managing a capability that enables about 35,000 dispersed people to provide a consistent and engaging customer experience where every customer will hear, ‘I can help with that.’ Though this would seem a daunting task at AT&T, John offers his perspective, including fundamental principles that can be applied to many business situations,” said Albert Rees.

Stay tuned for future episodes of the program. All episodes can be found on www.northhighland.com and  customerexperienceshow.com.