Episode 318
A transformative service overhaul at Alcon demonstrates how shifting from a cost-center mindset to viewing service as a strategic lever can revolutionize business operations and customer experience.
In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Kenny Brown, Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, about the company's comprehensive service transformation journey and their strategic approach to implementing AI and other emerging technologies.
What You'll Learn
- How to transition service from a cost center to a strategic business driver
- Why employee engagement must precede customer experience initiatives
- The Disney-inspired framework for creating consistent global service standards
- How to build effective regional process ownership for sustainable change management
- Why standardization and measurement systems are crucial for service transformation
- The four-pillar approach to implementing GenAI in service operations
- How to maintain employee trust and engagement while introducing AI technologies
- The critical balance between technological innovation and customer-centricity in healthcare
About the Guest(s)
Kenny Brown is the Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, bringing over 20 years of experience in healthcare technology and service transformation. With a diverse background spanning IT, R&D, operational excellence, and global service operations, Kenny has been instrumental in leading Alcon's comprehensive service overhaul, transitioning the organization from a cost-centered to a strategic-value approach. In this episode, he shares valuable insights on executing large-scale business transformation, standardizing global operations, and leveraging new technologies like GenAI to enhance service delivery. As the current leader of Alcon's GenAI go-to-market strategy, Kenny's expertise in combining technological innovation with customer-centric service makes him a valuable voice for service leaders navigating digital transformation while maintaining focus on customer value.
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