\u201cI\u2019ve been in telecom since Alexander Graham Bell,\u201d jokes Bryan Fleming, Chief Information Officer of Zayo Group. <\/p>\n\n\n\n
Fleming\u2019s experience in the sector does indeed stretch back more than two decades. Yet he\u2019s constantly looking forward, ensuring Zayo harnesses the latest technologies to stay ahead of its customers\u2019 evolving needs. <\/p>\n\n\n\n
The telecom sector definitely has room for improvement when it comes to customer satisfaction. Telcos have the second highest churn rate and the lowest average Net Promoter Score<\/a> of any industry. On the flip side, telcos that prioritize customer experience grow their revenues 4-8% faster<\/a> than the market average. <\/p>\n\n\n\n This blog will explore how Zayo leverages customer insights, our high-speed fiber network, and the latest technologies to redefine the industry standard for customer experience. <\/p>\n\n\n\n Zayo\u2019s push for a seamless, exceptional customer experience begins with listening to our customers.<\/p>\n\n\n\n \u201cWe consistently leverage customer feedback to refine our infrastructure and enhance service delivery. Based on direct input from customers, we\u2019ve significantly increased our network capabilities,\u201d Fleming says. <\/p>\n\n\n\n For example, he notes that Zayo has reduced service delivery timelines for cloud and connectivity services by at least 40% across popular data center locations by introducing pre-provisioned capacity.<\/p>\n\n\n\n \u201cA lot of our customers have also given us feedback about consistency of delivery and how we communicate with them,\u201d he adds. \u201cSo we\u2019re investing in platforms like ServiceNow to drive really clear workflows, track every task, and give customers updates on a consistent basis.\u201d <\/p>\n\n\n\n While customer insights play an integral role in our ability to improve the customer experience, technology plays an equally critical part in our advancements. Fleming says data analytics is \u201cdeeply ingrained in everything Zayo does on a day-to-day basis.\u201d <\/p>\n\n\n\n To help boost its customers\u2019 cost efficiency and operating margins, Zayo leverages data to boost operational efficiency and optimize network consumption. For the most accurate and relevant analytics results, Zayo transfers its historical data to data lakes, to make sure there are no gaps or anomalies present.<\/p>\n\n\n\n \u201cWe do that to make sure the data\u2019s not only optimized but validated as good quality,\u201d Fleming explains.<\/p>\n\n\n\n With this high-quality data at hand, Zayo uses automation and analytics to improve customer experience in several ways:<\/p>\n\n\n\n \u201cToday, our customer churn is at the lowest level it\u2019s ever been,\u201d Fleming reveals. \u201cWe do anything we can do to get the right information in front of our teams at the right time, so they can make the best decision possible for the business or the customer.\u201d <\/p>\n\n\n\n Older telcos with significant legacy infrastructure may face challenges integrating automation into their operations. As a 17-year-old company that\u2019s acquired dozens of young startups, however, Zayo encounters far fewer such speedbumps, according to Fleming. <\/p>\n\n\n\n New cybersecurity threats seem to emerge every day. Yet, Zayo isn\u2019t just meeting those risks head-on; it\u2019s adopting the latest tools and solutions to get in front of them, ensuring risks are mitigated before customers are affected by them. <\/p>\n\n\n\n \u201cWe’re constantly making investments, not only in the network but in cybersecurity technology to improve our detection capabilities and constantly make sure we\u2019re shutting down any threat as quickly as we can,\u201d says Fleming. <\/p>\n\n\n\n That investment has driven real results. A third-party cybersecurity assessment rated Zayo ahead of its peer group in cybersecurity maturity this year. Some of Zayo\u2019s security tools and initiatives include: <\/p>\n\n\n\n As businesses increasingly rely on digital technology to operate and serve customers, Zayo is acutely aware of its customers\u2019 need for reliable, uninterrupted network services.<\/p>\n\n\n\n \u201cThe goal of \u2018always-on\u2019 service is what our team strives for on a daily basis. We consistently overbuild our network and constantly integrate redundant pathways to enhance fault tolerance, just to ensure we maximize uptime,\u201d says Fleming. <\/p>\n\n\n\n To ensure consistent uptime as customer needs evolve, Fleming says Zayo: <\/p>\n\n\n\n With mobile- and fixed-broadband traffic growing by 30% worldwide<\/a> between 2019 and 2023, the demand for bandwidth (and low-latency applications) just keeps rising. Zayo meets that demand rising demand for bandwidth by offering solutions from edge to core to cloud<\/a>, including: <\/p>\n\n\n\n \u201cZayo continues to evolve those products as we speak to ensure they\u2019re easy to use, easy to set up, and as automated as possible,\u201d says Fleming. <\/p>\n\n\n\n Knowing its customers\u2019 needs will continue to change, Zayo constantly invests in adding new capacity and adopting new technologies so its infrastructure is resilient, reliable, and secure enough for whatever demands the future brings. <\/p>\n\n\n\n \u201cTelecom infrastructure from a customer perspective is all about how frictionless that experience can be throughout the lifecycle of that service,\u201d says Fleming. \u201cEvery year we look at how we can expand the network with new fiber and new technology \u2013 with everything we need to provide that frictionless customer experience.\u201d\u00a0<\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" Zayo harnesses technologies like analytics and automation to create consistent customer experiences through reliable, secure, agile broadband network infrastructure. Learn more from Zayo’s Chief Information Officer Bryan Fleming. <\/p>\n","protected":false},"featured_media":13518,"template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"11967,1587,1669,1675,3928,3985","_relevanssi_noindex_reason":"","resource-post-excerpt":"Zayo harnesses technologies like analytics and automation to create consistent customer experiences through reliable, secure, agile broadband network infrastructure. Learn more from Zayo's Chief Information Officer Bryan Fleming. 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Automation and Analytics <\/h3>\n\n\n\n
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Securing Network Infrastructure <\/strong><\/h3>\n\n\n\n
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Ensuring Uptime <\/h3>\n\n\n\n
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Meeting Customers\u2019 Bandwidth and Latency Needs, Now and in the Future<\/h3>\n\n\n\n
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