Rick Schnepf

Commander
DISC Type : D

Head Customer Experience Strategy at AT&T

Dallas-Fort Worth Metroplex, United States

Overview

Rick Schnepf is the Head of Customer Experience Strategy at AT&T, where he blends human and AI capabilities to transform customer interactions. A University of Richmond graduate, he has a proven track record of boosting retention, satisfaction, and efficiency at companies like Thumbtack, Peloton, and LivePerson.

Outside of his strategic roles, Rick is described by colleagues as an approachable, collaborative, and fun-loving leader. He focuses on creating a positive and safe work environment, emphasizing data-driven coaching and shared team wins to foster a thriving culture.

He once increased a companys Net Promoter Score (NPS) from 40 to 70 by redesigning its customer adoption programs.

Personality Overview

Impact-Driven

Very Quick

Strong-Willed

More than the product, they care about the effectiveness of the product.  They are not focused on building rapport and relationships. They like to be in a position where they can control the conversation and terms.

Topics They Care About

AI in Customer Experience
His role and professional headline center on leveraging AI to transform digital customer experiences and improve satisfaction.
Operational Efficiency
He has a history of delivering multi-million dollar savings and significant process improvements by optimizing workforce planning and service models.
Data-Driven Management
Praised for teaching his teams to manage with data instead of opinions, he consistently uses metrics like NPS, CSAT, and NRR to guide decisions.

Media Appearances

Rick has no verified media appearances

Work History

10-2025
Head Customer Experience Strategy at AT&T
4-2025 - 10-2025
Senior Manager at Peloton Interactive
1-2024 - 4-2025
Operational Director at Thumbtack
8-2022 - 1-2024
Senior Manager at Thumbtack
6-2019 - 8-2022
Operational Director at LivePerson

Education

Education details unavailable from University of Richmond

More Information

Social Presence :

Prographics :

Exp : 15 Location : Dallas-Fort Worth Metroplex, United States Job Level : N/A Designation : Head Customer Experience Strategy at AT&T
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Insights For Selling To Rick

During A Call Or A Meeting

DO's

  • Speak about competitive differentiation that your product offers
  • When negotiating terms, help them build an impression that they are the ones calling the shots
  • Be respectful but crisp

DONT's

  • Don’t take too much time in sending them information if they ask for any
  • Do not hesitate from asking counter questions, just avoid challenging their authority
  • Do not spend too much time focusing on product tech or features

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Rick is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Rick

  • If they decide not to go ahead, they will say no without hesitation.

Insights For Deal Planning

    How fast (or slow) will Rick move?

  • They can take decisions very fast if you manage to convince them.
  • Can Rick take some risk or not?

  • The risks don’t matter much to them.

You And Rick

Personality Compatibility


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