Over the past 12 years, Comcast has gone on a transformative journey to become a customer-centric organization. At its beginning, Comcast sat in the bottom quartile of customer approval ratings within the industry. Today, they sit in the top quartile. While the effort continues, Todd Gilliam, formerly Executive Director of Customer Experience at Comcast will focus on the structural and cultural changes that have helped make CX a primary goal.

• Building a foundation of measurement and awareness across the business
• Taking the first steps- get wins in context of an overall direction
• Intrinsically embedding CX into the fabric of company culture
• Next step: Driving CX improvement with the same formality as hitting budget numbers

How do CX telecoms leaders unlock capabilities that allow them to differentiate from competitors? It transcends attractive pricing. It is now the responsibility of CX leaders to ensure that their customers choose a service and remain loyal to it. Hear from leaders as they discuss the most important approaches to making sure that they attract, and retain, a wide customer base. Key topics for discussion include:

• Customisation and personalisation
• Customer loyalty programmes
• Leveraging data analytics