Case Study

Comcast Continues Its CX Transformation With A Focus On Closing The Customer And Employee Feedback Loop

August 2nd, 2021
With contributors:
TJ Keitt , Ben Salamin , Shayna Neuburg


Comcast executives knew that to be successful with their customer experience (CX) transformation, they had to show customers they were serious about improving it. One key to success was developing a formal close-the-loop process as a part of adopting the Net Promoter System. This meant both acting on customer and employee feedback and connecting back with the customers and employees who provided it. By closing the customer and employee feedback loop, Comcast was able to do more than improve CX — it also increased employee engagement and improved business results.

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TJ Keitt
Ben Salamin
and Shayna Neuburg