Customer Experience at Comcast

During this period of rapid change, how does cable and media giant, Comcast, weave customer and employee experience into the fabric of business processes and operations? To learn more, we speak with Tom Karinshak, the Executive Vice President and Chief Customer Experience Officer for Comcast Cable. Read the full transcript: https://www.cxotalk.com/episode/customer-experience-transformation-comcast Tom oversees all of the company’s customer experience operations, including Comcast’s Net Promoter System (NPS) functions, to ensure the company delivers a simple, consistent, and excellent customer service and customer care. As part of his role, he leads all call center operations including phone, chat, and social media agents, focused In this episode, we discuss: -- Impact of the global health crisis on Comcast -- Work from home demand on Comcast -- Measuring customer satisfaction with NPS (Net Promoter Score) -- How to improve the employee experience -- Transforming technical support at Comcast -- Impact of customer experience on remote work from home -- Simplifying complex marketing messages -- Role of CIO and IT in customer experience -- Importance of employee experience at Comcast