AT&T Wins Industry Gold Award for Customer-Centric Approach to Organization Transformation
Dallas, Texas, September 29, 2008
AT&T, Inc. (NYSE:T) today announced it was named winner of the Gold Award for Organizational Transformation in the first-ever Gartner & 1to1Media Customer Awards. AT&T received the award during the annual Gartner CRM Summit, September 10 in Washington, D.C.
This joint awards program from 1to1 Media, a division of Peppers & Rogers Group, and Gartner, Inc. is designed to establish a standard of excellence for customer-focused organizations and honor those companies that have recently implemented a successful customer-based business strategy with resulting business impact.
AT&T was recognized for demonstrating not only the highest user adoption of a customer-centric approach to business, strongest executive support, and most effective process improvements, but also the strongest outcomes as a result of those changes. AT&T also was cited for improving or adding customer-focused processes, creating or enhancing a customer-centric culture and adding or upgrading supporting technologies.
"We are honored to be recognized by Gartner and 1to1 Media for our customer-focuses processes and customer-centric culture," said John Cushman, vice president AT&T eSales and Service. "As a result of our efforts, customer satisfaction scores for eSales and Service have improved by 20 percent."
AT&T's eSales and Service customer satisfaction initiative began in April 2007 and continued through early 2008. It consisted of companywide deployment of customer support programs to address AT&T's growing base of multinational customers in numerous countries and languages, as well as the integration of platforms, tools and services from four legacy companies and their Sales organizations. The corporate-wide initiative is another example of AT&T's commitment to deliver a world-class customer experience.
"The Gartner & 1to1 Customer Award winners understand that customers are a company's scarcest resource," said Ginger Conlon, editor-in-chief of 1to1 Media magazine. "The companies being honored show that a unique combination of such strategies as boosting employee engagement, building an enterprise-wide view of customer information, and transforming data to actionable insight allows them to deliver a common result: an exceptional customer experience that drives profitable growth."
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1to1 Media is the premier source for best practices, thought leadership, and trends on how to maximize enterprise value through customer relationships. Through case studies and in-depth features, the publication helps readers define and implement CRM initiatives that will create a long-term, sustainable competitive advantage. More information can be found at www.1to1media.com.
AT&T Inc. (NYSE:T) is a premier communications holding company. Its subsidiaries and affiliates, AT&T operating companies, are the providers of AT&T services in the United States and around the world. Among their offerings are the world's most advanced IP-based business communications services and the nation's leading wireless, high speed Internet access and voice services. In domestic markets, AT&T is known for the directory publishing and advertising sales leadership of its Yellow Pages and YELLOWPAGES.COM organizations, and the AT&T brand is licensed to innovators in such fields as communications equipment. As part of its three-screen integration strategy, AT&T is expanding its TV entertainment offerings. In 2008, AT&T again ranked No. 1 on Fortune magazine's World's Most Admired Telecommunications Company list and No. 1 on America's Most Admired Telecommunications Company list. Additional information about AT&T Inc. and the products and services provided by AT&T subsidiaries and affiliates is available at www.att.com.
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