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:

Is NPS truly ‘the growth marketer’s secret weapon’ or more ‘snake oil and fake science’?

Is NPS truly ‘the growth marketer’s secret weapon’ or more ‘snake oil and fake science’?

by Samuel Scott
The Drum

Christina Stahlkopf, Associate Director of research at customer agency C Space, uses a theme park as a hypothetical example of how companies can understand the context of a NPS score.

Interbrand and C Space launch Customer Experience tool

Interbrand and C Space launch Customer Experience tool

Research Live

US – Brand Consulting Group’s two agencies, brand consultancy Interbrand and customer agency C Space, have partnered on a new integrated customer experience offering, Interbrand X.

The Collaborative Advantage

The Collaborative Advantage7 Ways to Combine Big Data Methods with Active Customer Collaboration The huge promise of Big Data also lies in its biggest limitation. There’s a temptation to think that companies no longer need to bring the active, knowing, feeling human...

Kate Tellers, The Moth: Principles of Great Storytelling

Kate Tellers, The Moth: Principles of Great Storytelling Subscribe to the Outside In podcast: Stories are the great unifier. When told well, they create a powerful connection to the human experience. No organization knows this better than The Moth. Since...

Secret Sauce

Secret Sauce In 2017, Hurricane Harvey kicked off an historically destructive storm season, devastating parts of Texas and ultimately matching Hurricane Katrina as the costliest hurricane to hit the United States. In the aftermath of Harvey, we saw...