Comcast: The Product Guy Transforming CX
Charlie Herrin, Chief Customer Experience Officer at Comcast Cable, is doing the impossible: turning America\u2019s 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.\n \nIn this episode you\u2019ll learn:\n\u2022 How Comcast is embedding customer service and experience into its technology\n\u2022 Why NPS is most useful as a system, rather than a score\n\u2022 Why you should never overlook employee engagement as a powerful CX tool\n\u2022 Advice for approaching and overcoming common CX challenges