Asplund started from AT&T’s flagship Leadership Development Program and rose to Vice President of Mobility Customer Care after leading large-scale transformation across strategy, operations and customer experience

DALLAS: #customerexperience--MCE Systems, the pioneer of AI-native, digital device lifecycle management (dDLM), today announced the appointment of Jen Asplund, former Vice President of Mobility Customer Care at AT&T, to its Board of Advisors. Asplund will help deepen ties between AT&T and MCE and advise the development of MCE’s expanding roster of telecom customer care solutions with a focus on helping build the value proposition for North America.

Asplund spent 18 years at AT&T, rising through the ranks to Vice President of Mobility Customer Care. In that role, she led a 12,000-person organization through a large-scale technology and workforce transformation, implementing Salesforce and AI-enabled service models that improved resolution rates and operational efficiency. Earlier in her career in the organization, she held roles spanning corporate strategy, network operations, product development and call center management, giving her a rare end-to-end view of how communication service providers operate and transform their businesses with technology. She also served as Chief of Staff to the President of Technology & Operations during the company’s transition to a software-defined and 5G network.

“Jen’s impressive run is inspirational and reflective of the kind of environment we’ve created here at MCE – with many having similarly started in operational or entry positions and grown into prominent product or sales leadership roles,” said Meir Shafran, MCE’s North America GM. “Her experience and acumen from her time there are exactly what we’re looking for as we extend our solutions and expand the existing relationship we have with AT&T.”

Jen’s appointment intersects with MCE’s recent showcase of its Agentic AI capabilities at MWC 2026, demonstrating the shift from reactive customer care to proactive, predictive customer care and continued momentum with large carriers. Asplund will work closely with MCE’s leadership to provide insights into the customer care operational needs and support the U.S. market value proposition, in addition to strengthening the AT&T partnership. In mid-2025, MCE and AT&T jointly landed the gold award for “Best Digital CX or Transformation” in the U.S. Customer Experience Awards for the company’s self-service, customer care Device Help app.

“What MCE has built inside carrier environments is exactly what I spent 18 years trying to do from the other side,” said Jen Asplund, MCE’s newest Board of Advisors member. “They’re changing how carriers relate to customers, which is a transformation problem at its core and a challenge I understand well.”

Asplund now leads Asplund Leadership Consulting, an executive coaching and consulting practice focused on transformation leadership.

About MCE

Since 2005, MCE has pioneered impactful solutions for communication service providers (CSPs) and their partners in the mobile device ecosystem, helping accelerate digital transformation strategies and introduce AI for customer experience with measurable ROI. The company’s digital Device Lifecycle Management (dDLM) platform captures mobile device data and intelligence and turns it into insights for AI to act proactively and predictively within a customer base – leading to stronger customer-brand affinity, lower cost to serve and a widened marketing funnel. MCE’s solutions have garnered over 15 different industry recognitions, including from the Customer Experience Awards, Business Intelligence Group, Stevie Awards and Fast Mode.

Fonte: Business Wire