In a rapidly transforming telecom landscape, what does it take to stay ahead of the curve? In this episode, Jon Luciano, Director of Ecommerce at Lumen Technologies, delves into the evolving world of telecommunications ecommerce. The conversation highlights the shift from limited provider options to a competitive market driven by regulatory changes and advancements in fiber technology.

Jon explores how data-driven strategies are essential in enhancing customer experiences and personalizing services. The episode discusses the role of AI and conversational agents in revolutionizing customer service and acquisition strategies, emphasizing the importance of using data to inform decisions and improve the overall consumer experience in the telecom industry.

Show Highlights:

• The shift to subscription-based billing models and enhancing customer experiences in a regulated industry
• Importance of data-driven strategies to personalize consumer interactions
• Role of artificial intelligence in refining customer experiences and driving decision-making processes at Lumen Technologies
• Conversational commerce and the use of AI and conversational agents to facilitate personalized interactions
• The necessity-driven customer acquisition strategies unique to telecom compared to traditional retail ecommerce

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Supporting Resources:

Jon Luciano: LinkedIn - https://www.linkedin.com/in/jonluciano/ | Lumen Technologies - https://www.lumen.com/en-us/home.html

Learn more about Agentforce for Commerce: https://www.salesforce.com/commerce/ai/

Join the Commerce Cloud Community Unofficial Slack: https://sforce.co/commercecrew

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Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.