Comcast: The Product Guy Transforming CX

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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