Cory Bennett Email & Phone Number

Newark, De, Us

Dallas, Tx, Us

AT&T is the world’s largest telecommunications company by revenue and the third largest provider of mobile telephone services in the US.⌨ Learn more about our services at: www.att.com As Director of Content and Experience Strategy, I am accountable for leading a 15-member team of Content Strategists and Experience Strategists to develop CX strategy, drive the development of internal publications and white papers, and deliver a highly differentiated customer experience.Among my accomplishments, I have:➥ Led the Customer Experience Content Strategy team to develop current state journey maps, define strategic opportunities for the team, and design integrated customer experiences that inspire action.➥ Recruited, trained, mentored, and retained a highly qualified team of content and experience strategy professionals. ➥ Led the development of the CX-Brand Connection White Paper and business case for living out AT&T’s brand purpose and developing content and campaigns that connect with AT&T’s customers and employees.➥ Led the creation of the Integrated Content Strategy and communication plan for its adoption.➥ Administered a $10M+ annual CX budget; including people capital and expenses, ensuring the optimal allocation of departmental resources.➥ Produced white papers covering a range of subjects such as the CX-Brand Connection, The Case for An Integrated Content Strategy, and more.

Dallas, Tx, Us

AT&T is the world’s largest telecommunications company by revenue and the third largest provider of mobile telephone services in the US.⌨ Learn more about our services at: www.att.com As Associate Director of CX Content Strategy, I am accountable for leading a 15-member team of Content Strategists and Content Analysts to design the content vision and strategy, drive the development of internal publications and white papers, and deliver a highly differentiated customer experience.Among my accomplishments, I have:➥ Led the new Customer Experience Content Strategy team to develop current state communications journeys, define strategic opportunities for the team, and design integrated customer experiences that inspire action.➥ Recruited, trained, and retained a highly qualified team of content specialists. ➥ Optimized the customer journey across all digital touchpoints, including: shop and purchase, learn and discover, onboarding and activation, managed products and services, and support.➥ Built the CX Tracking and Metrics team to evaluate CX journey-based analytics and address root cause issues.➥ Routinely identified and remediated customer friction points. ➥ Developed Journeys that Matter and Friction Mapping processes; leveraged quantitative and qualitative analytics/research to understand customer behavior and identify improvement opportunities.➥ Produced white papers covering a range of subjects such as eSIM, multi-tenancy, and value-added services.

Dallas, Tx, Us

As Associate Director of Content Engineering, I was tasked with managing and optimizing all aspects of content engineering, personalization, strategy, and analysis activities. To carry out my mandate, I led a team of 20 direct reports to define a 3-5-year future state, create a culture of innovation, and position AT&T as a thought leader in the content strategy/engineering/analysis space. Some of my additional contributions include:➥ Designed data-driven processes governing content modeling that employed immersive storytelling to enhance audience engagement. ➥ Developed AT&T’s Content Strategy Toolkit, a comprehensive framework encompassing training, guidelines, documentation templates, project planning, and project archives.➥ Created training modules and a digital educational series that employed videos, case studies, infographics, interactive quizzes, and gamification to educate and evangelize the importance of content.➥ Broke down team silos to enhance the synergy between design, content strategy, and research teams.➥ Developed the ‘Virtual Life’ concept; managed a team of CX Researchers, Designers, Copywriters, and Producers to predict future state digital interactions.➥ Successfully predicted the accelerating reliance on digital experiences caused by the pandemic.

Dallas, Tx, Us

As Associate Director of Content and Editorial, I was responsible for managing a team of 20-26 UX Content Writers, Content Strategists, and Editors to develop compelling, thought leadership content.Some of my additional accomplishments include:➥ Consolidated the B2B and B2C content teams to ensure greater alignment in brand guidelines and content development SOPs: upheld AT&T brand standards (voice, tone, style, and values) in all communications collateral. ➥ Fostered a collaborative culture to improve team synergy and cohesiveness.➥ Managed and optimized the content development process for Buy Flow, Self-Service, and Support across the following channels: att.com, directv.com, directvnow.com, uverse.com, native apps, post-sales email, SMS, and push notifications.➥ Evolved the brand voice and tone. ➥ Conducted deep dives to analyze and optimize content development tools, processes, and procedures. ➥ Facilitated the Personalization Summit, a gathering of 30+ leaders across multiple organizations with the goal of leveraging customer data to present contextual, relevant, and personalized information to customers.

Dallas, Tx, Us

As Associate Director of User Experience, I was accountable for leading a team of 20+ direct reports (including Content Strategists, UX Content Writers, Editors, and third-party agencies) to develop an integrated content strategy, model, and roadmap across the following channels: for mobile, tablet, desktop, email, chatbots, conversational UI, SMS, and social media.Some of my additional contributions include:➥ Developed a skill transformation training strategy to provide the consumer content team with a strong foundation in digital content development best practices. ➥ Lobbied for and successfully secured the budget for 150 Content Science Academy certifications.➥ Developed a strategy to guide the redesign of the att.com home page, upper funnel sales landing pages, global header/footer navigation, upgrade experience, and login widgets. Achieved a 200% increase in customer engagement metrics and reduced header/footer navigation links by 60%.➥ Achieved the highest customer review scores for the myAT&T app (at 4 of 5 stars).

Dallas, Tx, Us

As Technical Director of Site Optimization Content, I was responsible for leading a team of UX Content Writers and Content Strategists to direct the content ideation, development, and activation process across the sales, services, and support user journey.Some of my key contributions include:➥ Developed a training and onboarding repository/wiki for the team.➥ Delivered brown bag training sessions to instill UX and content development best practices in AT&T partners.➥ Established and monitored strategic KPIs including online sales attributions, click-throughs, conversions, and willingness to recommend scoring for sales experiences.

Dallas, Tx, Us

I was promoted to Technical Director of Services and Support Content in 2012, where I built and mentored a highly qualified team of 7 UX Content Writers and Editors to develop self-service and support content for the myAT&T application.Some of my key contributions include:➥ Established KPIs to measure content quality and throughput, including: reduction of admin time, ticket completion % of tickets completed on time, overall team utilization, and willingness to recommend scoring for service and support experiences.➥ Decreased non-capitalizable time coding from 45% to <18% over 2 years.➥ Scaled team content ticket completion rates from <70% to >90% within 2 years.➥ Achieved 103% of target for the willingness to recommend scoring for services and support metric (2013).

Dallas, Tx, Us

I was progressed to Lead Content Writer in 2011 where I led a team of 10 third-party vendor UX Content Writers to define the content strategy for the redesign of the AT&T Services and Support website, mobile and desktop apps.Some of my key contributions include:➥ Defined our agile development and lean content design processes, improving efficiency, and increasing collaboration across all creative, technical, and business teams.➥ Hired, onboarded, and trained 10 new UX Content Writers.➥ Participated in the inaugural AT&T Twitter Ambassador program; a small group of AT&T employees tasked with creating a favorable brand association with consumers and key social media influencers through credible and accessible dialogue.

Dallas, Tx, Us

As a Content Writer for our Creative Experience Team, I wrote content for the myAT&T mobile application and att.com self-service website.Some of my key contributions include:➥ Developed content responsible for an increase in paperless bill acquisitions, auto-payment signups, device and plan upgrades, and customer authentication success.➥ Defined content strategy for site redesigns and implementation of new CMS and DAM technologies.➥ Selected as the 1st “Dad Blogger” for the AT&T sponsored Calm, Cool, and Connected blog, a partnership with Fleishman Hillard.

Dallas, Tx, Us

In the combined role of Content Writer and Implementation Specialist, I was responsible for writing and publishing content for the att.com/support desktop experience.Some of my responsibilities included:➥ Researching business and technical requirements, user flows, analytics and user feedback to develop helpful support content.➥ Using content management tools to curate content modules, find and reduce inaccurate content, edit and publish support content for sbc.com and att.com.➥ Writing and publishing content using a homegrown CMS application, TeamSite, and coding HTML from scratch using both Notepad and Dreamweaver.➥ Identifying, implementing, and communicating process improvements throughout the publishing workflow.

I was progressed to the role of Senior Analyst at SBC/AT&T in 2005. I led a small team of contractors who developed content and design requirements for sbc.com digital projects.Some of my responsibilities included:➥ Providing oversight of content projects for SBC/AT&T Internet and intranet sites.➥ Project managing quick-to-market projects (Rapid Deployments) and writing business requirements.➥ Serving as video conference coordinator for 12 locations spread across 8 states, coordinating team video conferences and providing troubleshooting and support for over 200 employees and contractors.

I was progressed to the role of Analyst at SBC in 2004. In this role I provided project management and oversight for medium and large-scale digital projects for sbc.com.Some of my responsibilities included:➥ Translating project strategy directives into successful tactical plans to execute on-time deliverables.➥ Project planning and development, quality control, and final review of project milestones and deliverables.➥ Collaborating with project teams to define scope, timelines, resources, and requirements.➥ Client management and presentation to present and discuss updates, incorporate feedback, and address concerns.➥ Developing actionable mitigation strategies and contingency plans.

As an Associate Analyst with SBC, I provided project management and oversight for small scale digital projects for sbc.com. Some of my responsibilities included:➥ Project planning and development, quality control, and final review of project milestones and deliverables.➥ Collaborating with project teams to define scope, timelines, resources, and requirements.➥ Client management and presentation to present and discuss updates, incorporate feedback, and address concerns.➥ Developing actionable mitigation strategies and contingency plans.

Education record

Bsba (Cum Laude), Management Information Systems