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The New Comcast Empowering Employees to Drive a Customer Experience Transformation

It can be difficult for a large company to ensure that every employee is on the same page when it comes to providing excellent customer experience. Comcast understood this and adopted a Net Promoter System to understand and improve customer and employee sentiment and loyalty. They did this by capturing customer and employee feedback, integrating it with other operational data, providing real-time reporting, distributed that data and insights company-wide and drove action to improve customer and employee experiences.

In the first year of deploying the Net Promoter System (NPS), Comcast saw a significant improvement in customer and employee NPS. Comcast call centers, following through on feedback from both customers and employees, experienced a reduction of several million calls which increased ROI on their Medallia investment.

Medallia put together this case report of Comcast’s success with their Net Promoter System to educate other companies of the success they too can experience when they invest in logical customer experience transformation. This whitepaper will allow you to learn more about Medallia and their Net Promoter System and how it can have a positive impact on your business as well.