Case Study: Comcast achieves a customer-first culture and scalable leadership development with NovoEd

A Customer-First Approach to Learning

Comcast faced a leadership and customer-experience challenge: after a low American Consumer Satisfaction Index (ACSI) ranking in 2014 and increased regulatory scrutiny, Comcast University set out to rebuild its One Comcast Leader (OCL) program to embed a customer-first mindset across 18,000 leaders. To deliver the blended, social and experiential learning needed for this leadership pipeline, Comcast selected vendors including NovoEd and adopted NovoEd’s customized social learning platform as a principal delivery mode.

Using NovoEd’s platform, Comcast piloted a 12-week manager “transform” module (45 participants split into trek teams) that blended virtual collaboration, video reflections, weekly two-hour online work, and regional in-person sessions. NovoEd enabled sustained on-the-job application and peer coaching; the pilot received strong learner praise, drove unexpected national demand, and supported Comcast’s broader metrics strategy (customer and employee Net Promoter Scores) to tie leader development to business outcomes. Comcast subsequently reported improved ACSI placement in 2016, operational training savings from other CU initiatives, and moved to roll out OCL nationally based on the promising results enabled by NovoEd.

Comcast

Martha Soehren

Senior Vice President and Chief Talent Development Officer