Comcast: The Product Guy Transforming CX

Subscribe to the Outside In podcast:

Charlie Herrin, Chief Customer Experience Officer at Comcast Cable, is doing the impossible: turning America’s largest cable company into a customer experience leader. A product guy at heart, Herrin shares wisdom that anyone embarking on a CX transformation will want to hear.

Listen to this episode to learn:

  • How Comcast is embedding customer service and experience into its technology
  • Why NPS is most useful as a system, rather than a score
  • Why you should never overlook employee engagement as a powerful CX tool
  • Advice for approaching and overcoming common CX challenges
You may be interested in:

Zuora CEO: The Subscription Economy

Zuora CEO: The Subscription Economy Subscribe to the Outside In podcast: Netflix. Spotify. Amazon Prime. These days, we don’t buy, we subscribe. Tien Tzuo, founder and CEO of Zuora, has a name for it: the Subscription Economy. Subscription models open up...

5 Ways to Prove the ROI of Your Online Community

5 Ways to Prove the ROI of Your Online Community We recently shared the four most common challenges that 135 insight leaders faced with their online communities. Of those four, one of the trickiest ones our interviewees mentioned was measuring impact. So...

The 4 Most Common Online Community Pitfalls

The 4 Most Common Online Community Pitfalls Just under 20 years ago we launched our first online insight community. In an era where traditional research was dominated by focus groups, it was ambitious: it was experimental. Today, that experiment has become...

7 Ways to Turn Customers into Fans

7 Ways to Turn Customers into Fans

AURA

C Space have often spoken at AURA events over the years. We welcomed this article on the subject of turning customers into fans, by Global CEO of C Space, Charles Trevail. This article is taken from Outside In podcast.

Sustainable Air

Sustainable Air Profit doesn't have to be at odds with values. For Air New Zealand, profit comes from their commitment to honesty, transparency and accountability. Amélie Touroyan is a consultant at C Space Boston with an unending...