Studying the impact of innovation on business and society

Tag: comcast

Silicon Angle Interview With Brian Solis Focuses On Customer Expectations and the Increasing Importance of Experience to the Design Process

Silicon Angle Interview With Brian Solis Focuses On Customer Expectations and the Increasing Importance of Experience to the Design Process

Solis is featured in a SiliconANGLE article by Betsy Amy-Vogt titled “Designing for the accidental narcissist: Focus on experience is driver for Gen C innovation.” The article is based on a podcast interview of Solis by Jeff Frick, host of theCUB, SiliconANGLE Media’s mobile livestreaming studio, during the Comcast CX Innovation Day event in Sunnyvale, CA. She begins her article by writing: “Experience is what counts. An incoming wave of connected consumers — known as Generation C — are not…

Brian Solis Discusses Voice Remote and Return on Experience In Interview by theCUBE! On Comcast Innovation Day

Brian Solis Discusses Voice Remote and Return on Experience In Interview by theCUBE! On Comcast Innovation Day

Solis sat down for a 12-minute interview with Jeff Frick of theCUBE at the Comcast Silicon Valley Innovation Center in Sunnyvale, CA. Their chat was centered around “customer experience day,” a gathering of Comcast executives and thought leaders in the customer experience base. Some Solis quotes from the interview: “Today’s conversation has been a spotlight on what’s most important, most important, which is innovation not for the sake of innovation, but innovation for the sake of pushing the customer experience…

The Much Overdue Rise of Experience and Service Innovation

The Much Overdue Rise of Experience and Service Innovation

The number of fantastic experiences we have with businesses in moments of truth, usually in time of need and help, are so isolated, that we tend to remember and talk about them over and over again. Most of the time, when we need support, the cumulative experience is nothing short of abysmal. In most cases, we have to schedule time and work up the nerve to contact the companies we give money to just to gain some level of already expected…

Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell

Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell

The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app. Often in my research on digital transformation and innovation, I find the most compelling catalyst for finding purpose and accelerating change and improvement is customer experience (CX). Think about it. Who owns the customer experience? Yes. The customer owns it. That might seem like one big “duh.” But, believe it or note, many organizations are…

How Social Customer Service is Changing the Culture at Comcast

Comcast and service are two words that have been closely aligned and analyzed since Frank Eliason initiated the @ComcastCares program on Twitter. Eliason built a new channel for engaging customers to solve their problems. More importantly, he also developed a new infrastructure at Comcast to learn from their experiences. Frank has since joined CITI, but before his departure, he solidified the future of @ComcastCares by placing it in the hands of Bill Gerth and Kip Wetzel. Under the direction of…

Join Our Mailing List

You have Successfully Subscribed!

Stay Connected
Twitter