Customer obession is today's force multiplier for business growth Meaningful Engagement + Exceptional Experiences = Satisfaction + Retention + Loyalty + Growth + Advocacy
About Beth Ard
Customer Obsessed, Revenue Focused
Formerly Vice President of Global Customer Experience and Insights at Lumen, Beth Ard spearheaded the company’s CX- EX transformation, driving a more customer-obsessed culture. With 20 years in the technology space, Beth is an expert in building brand and customer loyalty via her experience in customer-centric roles such as sales, marketing strategy, business development, Industry segment and product marketing.
Fueled by her passion for continuous customer centric transformation, Beth redesigned the Customer Experience practice by modernizing customer listening and introducing new experience management functions. With the support of a diverse set of team members, Beth introduced Customer communications governance, Journey Management with human centered design, Employee Experience, Customer Advocacy and Community, AI/ML predictive analytics and culture change management. She attributes the keys to her success to strong working relationships across customer success, sales, operations, finance, IT-Eng, human resources and product.
Beth’s innovations have been recognized by CX professional organizations. In 2022, the Customer Centric Culture Program received the US CXA Gold Award. Industry Analyst Forrester has recognized Beth’s work when researching Customer Obsession (How to Build Your Company’s Customer Obsession Strategy, Shar VanBoskirk, Forrester, January 2020. Gartner Analysts have recognized the Lumen CX Culture Change program (Case Study: Customer Experience (CenturyLink)- Gartner, 2019).
In 2021, Beth was awarded silver International CX Leader of the Year from iCXA. As a leader, Beth looks to drive change through equal parts inspiration and execution. She strives to lead with empathy, transparency and courage.
Beth has held positions on several industry boards, including the Qualtrics Customer Advisory Board, the Forrester Customer Advisory Board and the UC Boulder CX Advisory Board. She speaks at events such as NGCX and Qualtrics x4. Other Fortune 500 CX Leaders have also reached out to consult with Beth and her team to adopt these best-in-class practices.
