Case Study: Comcast Corporation transforms customer service with Home

Comcast Corporation - Customer Case Study

Comcast Corporation, one of the USA’s largest video, high-speed internet and phone providers, needed to urgently improve a customer experience that was being held back by disappointing feedback. Working with Home, Comcast’s West Division set out to empower employees, boost morale, and create a culture where every person could help deliver brilliant service across key journeys such as order to activation, repair and reliability, billing, and field support.

Home created a series of four interactive, mobile-friendly customer journey maps plus an immersive online quiz to help employees understand the customer perspective, learn new tools, and spot ways to improve each step of the experience. The approach sparked meaningful conversations about customer service, increased engagement and trust, and helped Comcast promote updates and address knowledge gaps, though it was still too early to measure the full business impact.

Comcast Corporation

Jenny Titus

Director of Employee Communications