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.

In this episode you’ll 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