Staying One Step Ahead of the Rapidly Changing Industry- an Interview with CenturyLink’s Shelley Huber

In this interview, WalkMe’s VP of Customer Engagement, Emilia D’Anzica, speaks with Shelley Huber, Senior Lead Process Analyst at CenturyLink. They discuss the challenges that brought CeturyLink to WalkMe, how contextual guidance software helped with onboarding their employees to Salesforce, and her upcoming Dreamforce keynote speech. 

Emilia D’Anzica: Can you tell me a little bit about CenturyLink?

CenturyLink Inc., a member of the S&P 500 Index, is the third largest telecommunications company in the United States and operates more than 55 data centers in North America, Europe, and Asia.

CenturyLink is a global communications, hosting, and cloud company that offers network and data systems management, Big Data analytics, and IT consulting. The company enables millions of customers to transform their businesses through innovative technology solutions.

Emilia D’Anzica: Can you tell me a little bit about the challenge you face when training your Sales Team in Salesforce?

Our industry is rapidly changing and increasingly complex. With the tremendous growth and multiple acquisitions at CenturyLink over the last decade, we found ourselves maintaining several legacy systems and processes to configure, price and quote our expanding suite of products and services. Our Sales Professionals want to be out in the field with customers, instead of at a desk taking training or searching for process documents.

WalkMe provides in-app assistance at the time of need, keeping our Sales teams free to do what they do best.

Emilia D’Anzica: Why should people come hear you speak at Dreamforce?

If your organization is feeling pressure to continually do more with less, you will want to participate in our session. We will share how CenturyLink worked with WalkMe to provide an in-platform solution that decreases errors and exchanges desk time for customer time.

Research shows that within one hour, we forget 50% of training. After a day, it climbs to 70%, and after a week, we’ve forgotten 90% of it. By partnering with WalkMe, we are able to reduce classroom time, and offer real-time guidance to our users.

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About Shelley Huber:

Shelley Huber is a Lean Six Sigma Black Belt, employed by CenturyLink for the last 17 years. Shelley also holds a BA in Marketing and MBA.  She led Training Delivery and Development teams for the Global Markets organizations, prior to moving to the newly created Process Optimization team in 2015.

Shelley’s first assignment on her new team was to launch a pilot of the WalkMe tool in Salesforce, with the goal of increasing the productivity for Sales Professionals. The pilot was proven successful, and CenturyLink now has over 3,000 users in WalkMe.

Shelley definitely knows the benefit of increased productivity. In addition to being a wife and mother of two teenagers, she is currently serving as President, Board of Directors, for Second Harvest Food Bank of Northeast Tennessee, a member of Feeding America. She is mentoring eight high school seniors this year, as part of the TNAchieves program, which helps students transition to higher education. She also serves as a Peer Navigator for F.O.R.C.E., providing support for women facing decisions surrounding hereditary breast and ovarian cancer.

Original Post [http://blog.walkme.com/staying-one-step-ahead-of-the-rapidly-changing-industry/]. September 2, 2016

Published by Customer Growth Advisor

Emilia D'Anzica is the founder of Customer Growth Advisors. The company was acquired by Winning By Design in December 2018. She is a senior technology business leader with nearly 20 years of delivering customer outcomes. Leveraging extensive comprehension of and talent for customer success transformation, Emilia is a valuable asset for tech, e-retail, recruitment, HR, communications, and telecom industries seeking expert assistance with digital transformation, building a customer success team from scratch, customizing professional services, creating exceptional company cultures, and establishing scalable operations and processes. Prior to launching her own consulting firm, she was the Vice President of Customer Engagement at WalkMe™ for three years where she built the customer success team and customer marketing team across four global locations. The team won a 2016 Customer Service Award from Stevie's as a result of her transformational work. Previously, Emilia served as a Director of Customer Success for both BrightEdge and Jobvite, scaling programs and teams globally. Emilia has been recognized as one of the “Top-25 Customer Success Influencers” and a 'Top 100 Customer Success Strategists' by Mindtouch. She was also recently named as one of the '7 most influential women in Customer Sucess'. Emilia has served as public school board member and part of a Parent Action Coalition in San Francisco, making a lifetime commitment to supporting public schools because it was those teachers who had the largest impact on her future. In addition, Emilia served on two SaaS advisory boards, Crowdvocate, and Catalyst, and has been on other boards over the past decade. Emilia holds a Masters of Business Administration (MBA), with Honors Distinction, from Saint Mary’s College of California. She focused on global strategy and competition. She attained a Bachelor of Arts Degree with a Canadian Studies Major, and a Social History Minor, from the University of British Columbia. You can contact Emilia at Emilia@winningbydesign.com.

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