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The New Comcast: Empowering Employees to Drive a Customer Experience Transformation

The New Comcast: Empowering Employees to Drive a Customer Experience Transformation

The New Comcast: Empowering Employees to Drive a Customer Experience Transformation

Medallia
Pages 13 Pages

Comcast transformed its customer experience by empowering 91,000 cable employees through Medallia Experience Cloud. The software deployed a Net Promoter System® that captured real-time customer and employee feedback, integrated it with operational data, and delivered role-based dashboards for company-wide insights. This frontline empowerment enabled daily feedback flow, idea generation from employees, and actionable improvements, driving loyalty and sentiment gains. Medallia's platform shifted Comcast into a customer-centric "New Comcast," fostering organizational change and superior experiences.

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