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FCC President and CEO John Ryan joined the organization in 1997. At that time, we were becoming profitable after years of deficits and had begun improving our external reputation. We had a silo mentality where people focused on their own divisions and competed with each other for resources and power. People didn't feel safe speaking up. Our differentiation in the marketplace was based on customer relationships, yet the relationships inside the organization were not at the level they needed to be. We needed to take our customer experience to the next level if we were to remain competitive.