Many organizations today often only focus on technology in their digital transformations. At Zones, we have taken a holistic approach that includes organizational realignment and process re-engineering to transform our entire business operating model.
In this breakout, we explore the impact our digital transformation has had on the customer experience and employee effectiveness. We will share our strategy, journey, lessons learned, and then demo one of our projects, myZones, a centralized digital platform for customers’ relationship with Zones.
Speaker: Steven Maskell
Position: VP of Customer Experience, Zones
Background: Steven Maskell is Zones' Vice President of Customer Experience. Steven has spent over 20 years in the Customer Experience arena and has researched, designed, and implemented Customer Experience strategies for many Fortune 500 companies. These include refining the sales processes for B2C companies, improving the experience delivered by professional services organizations, and benchmarking competitive markets as brands reinvigorate themselves.
Most recently, Steven worked in the Ad Tech space for a PaaS provider, developing customer engagement best practices and building out the self-help portal used by new and existing customers. He has also served as an advisor to Nascent Technology companies, including voice-based conversational AI agents and programmable robots.
Steven is responsible for delivering the new customer portal, myZones, and our enterprise data platform. In addition, he evaluates opportunities where we can develop solutions and refine processes to improve our customer experience further.