Powering Exceptional Experiences with a Connected Ecosystem

You’ve probably heard of those special dates on the business calendar. Take Our Children to Work Day, Walk to Work Day, even Leave the Office Early Day. While you’re unlikely to get a day off to commemorate these moments, today marks a date you should celebrate.

Customer Experience Day (CX Day) is more than a date on the national calendar; it’s a reminder of why we exist. At Lumen, our purpose is clear: to help enterprises unlock the world’s digital potential. Every interaction we have with a customer is an opportunity to deliver on that promise.

And we’re seeing our impact. Over the past year, customer satisfaction scores have risen sharply across our business. At the same time, our NaaS expansion is delivering connectivity with speed and simplicity to more than 1,000 customers and growing. These results show that our customer-focused strategy is working and, more importantly, that customers feel the Lumen difference.

But there is more that we are doing.

The rise of AI, the explosion of data and the complexity of hybrid cloud have redefined what customers expect today. They no longer want isolated solutions. They want seamless, integrated experiences that meet them where they are and scale to where they need to go. That’s why Lumen is building what we call a connected ecosystem.

Our connected ecosystem strategy integrates the strength of the Lumen physical network and digital platforms with an integrated system of data centers, hyperscalers and the world’s fastest-growing technology companies to unlock customer-first, AI-driven innovation.

We bring solutions to life through programs like Lumen Validated Designs (LVDs). These are outcome-driven architectures co-developed with technology partners and tested in real-world environments. They simplify deployment, reduce time-to-value and give customers confidence that what’s proven in testing will perform in production.

Moreover, we take a test-and-learn approach. We pilot innovations with customers, refine them in real-time and scale what delivers the most impact. Lumen Validated Designs aren’t just technical templates. They’re trusted solutions that address critical needs like AI, security and backup and recovery—without added complexity.

This isn’t just about technology; it’s about experience. When a customer can turn up secure connectivity in minutes, or layer in validated data protection without friction, we’ve removed the barriers that often hold innovation back. We’re enabling our customers to focus on outcomes, not infrastructure. That’s what customer experience looks like in the AI era: agility, simplicity and confidence.

Our focus on the customer reflects who we are as a company. We place them at the center of every decision, every design and every interaction. Our ecosystem approach is a direct expression of that value: giving customers exceptional choice, flexibility and speed while creating play-to-win opportunities for our partners and for Lumen.

On this Customer Experience Day, I’m proud of the progress we’re making. From launching Lumen Validated Designs that take the guesswork out of solutioning to building our connected ecosystem with a growing roster of partners, every step is focused on one outcome: empowering our customers to innovate, lead and thrive in the AI economy.

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