Mar 4, 2020

Todd Gillam joined Comcast a decade ago—when the word “Comcast” was met with severe negativity. During the first part of our conversation with Todd, he laments over those dark days and discusses the progress they made the first five years after he was hired. They cleaned up their image by addressing common complaints such as hold times and technician effectiveness. Stage two involved systematically identifying and fixing a broader range of customer pain points by utilizing NPS surveys. By combining the operation end of things with the product, Comcast is offering a single digital interface solution across its offerings. Todd gives a few clever examples of what this entails. Finally, Todd asks and answers three important questions: How does Comcast build something and make it useful to the customer? How do you make that work with the rest of the company? And finally, how does Comcast achieve a higher state of existence with respect to customer experiences that feel like a seamless part of the product?