Richardson executed a successful statewide direct mail campaign that resulted in a more than 50% increase of leads into the sales funnel over previous campaigns. Recognizing the importance of customer education for the company’s biggest demographic (seniors and 55+ communities), she implemented a strategy that included customer journey mapping to understand their touchpoints and challenges and then systematically addressed those gaps. This approach resulted in a 52% reduction in trouble calls and a 25% reduction in customer contact rates
“I’m diving into AI, particularly how we can harness it to enhance customer experience and simplify repetitive tasks.”
What do you believe is the next big disruption facing the industry? The next big disruption in our industry is coming from the explosive growth of IoT and our increasing dependence on connectivity. As more smart devices flood into our homes and businesses, the demand for robust, reliable internet will continue to skyrocket. Whether it’s 5G wireless, or even low-orbit satellites, we’re going to see more competition and new technologies emerge to meet this need. But with that comes the challenge of educating consumers on what the best options are for them. It’s an exciting time, but also one that requires us to stay ahead of the curve and guide people through the complexity of it all.