Embracing Risk and Seeking Out Your Most Difficult Feedback with Tom Karinshak, Chief CXO at Comcast Cable

In his 10+ years at Comcast Cable, Tom Karinshak has helped craft
great customer experiences in both the digital and in-person
worlds. On this episode, he tell us his secrets to crafting a
great CX, and how he thinks about innovation and the future of
customer experience.


3 Takeaways:



Employee experience is a key to unlocking and improving
customer experience. Your employees are the face of your
company, and the key to customers having a great
interaction.


CX leaders need to embrace customer feedback - and have
thick skin. In order to prived the best experience, you need to
be willing to hear the worst feedback.


It's not enough to play it safe. Customer experience leaders
need to be willing to lead out front, even when it's risky,
because consumer expectations are always increasing.



Key Quotes:



“We operate in an incredibly dynamic and competitive
marketplace. There are a lot of choices that are out there for
our customers...and we recognize that and that's why we work so
hard.”


“Guess what? If the employees have the best tools possible,
they can focus on the customer experience when they need to and
how they're creating that when they're providing customer
service. Because of that, I don't have them having to
worry about, some of those other things that decrease work
productivity."


"As a CX leader, you have to immerse yourself in those
experiences. You have to get others to immerse yourselves in
those experiences."



Thank you to our friends


This episode is brought to you by IBM. If you are responsible
for Customer Experience, they've created a White Paper just for
you. In the CX North Star Report, you can learn more about how to
activate your CX vision. Download it here.


Bio:


Tom Karinshak serves as Executive Vice President and Chief
Customer Experience Officer for Comcast Cable. In this role, he
oversees all of customer experience including customer care
strategy and operations, phone, chat, and social media agents,
and field operations strategies and teams, working together to
ensure we deliver a simple, consistent, and excellent customer
service experience each and every time. Tom and his team also
oversee employee tools and innovation, and the implementation of
new and innovative digital technologies to meet and exceed our
customers’ needs and expectations.


Tom joined Comcast in 2010 and has more than 25 years of
leadership experience with multi-service providers and leading
consumer brands. Before joining Comcast, Tom served as Managing
Director and Customer Experience Director for Barclay’s Bank of
Delaware, where he designed and built a top talent customer
experience, marketing, and operations organization. Prior to
Barclays, Tom was at AOL, where he held a variety of senior
leadership roles across the marketing and operations departments.


He also served on active duty with the U.S. Army for over six
years as a Combat Engineer Captain. Tom holds a B.S. in Civil
Engineering from the United States Military Academy at West Point
and an M.S. in Engineering Management from the Missouri
University of Science and Technology.