Troy Griffin

VP, Customer Service Strategy and Operations, Comcast Cable

One of Griffin’s first actions upon landing his promotion last year was a drastic change overhaul on how Comcast’s customer care did business. Shrugging off what he viewed as “substandard” employee performance, he introduced a behavioral improvement system that sought to repair weak areas. The result? High employee achievement and greater customer retention. He believes cable should change its own behavior with leadership that reflects its greater employee landscape. “When diversity is fully embraced, employees feel valued, which leads to customers feeling valued,” Griffin says.