ESPN’s Head of Customer Care, Douglas Kramon, shares his unique journey from studying Native American archeology to leading fan engagement for one of the most recognized brands in sports entertainment. In this first part of a two-part conversation, Doug delves into how his ethnology background shaped his approach to leadership, emphasizing the value of storytelling, empathy, and authentic connections in creating delightful customer experiences.

Explore how Doug’s team at ESPN supports fans across platforms like ESPN+, ESPN Bet, and Disney streaming services. Learn about the frameworks and principles they use to balance technology and humanity in a high-pressure environment, ensuring fans feel heard and valued. Doug also introduces us to innovative tools like the Catharsis Score for measuring empathy and AI-powered coaching systems that transform customer interactions into opportunities for building loyalty.

Inside the episode…

• Douglas Kramon’s academic journey and its influence on his leadership style.

• The concept of being a “bedside ethnologist” and its relevance to customer care.

• How Disney’s storytelling principles shape ESPN’s approach to fan engagement.

• Designing systems for humans: balancing simplicity, specificity, and sequence.

• Using generative AI for real-time agent coaching and empathy measurement.

• Leveraging customer service as a profit center rather than a cost center.

• Tools and feedback loops for improving team performance and fan experiences.

Mentioned in this episode

• Disney storytelling principles

• Generative AI in customer service

• Catharsis Score

• Closed-loop feedback models

• ESPN+ and ESPN Bet platforms

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