Knowing today’s customers want a great experience and expect good service, White leads his 28,000 employees by example—taking ownership of customer issues and expecting every employee to do the same. That’s a big task, considering they serve 9 million customers across 12 states. White implemented specialized customer service training for all employees focused on achieving specific, measurable goals—most notably improving customer service. In the last year his team reduced the number of customer calls and disconnects, improved their “Voice of the Customer” survey results and saw positive video customer growth. White says diversity in the industry will be achieved “when you walk into any meeting, conference, event… the room represents the diversity of America.”

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