With Charter closing in on its goal of bringing Spectrum Internet Gig service to virtually its entire footprint by year-end, Mayo is making sure customer service and billing are ready for what’s ahead. At the top of her mind always is one question: How can Charter make customer interactions and communications easier and seamless? For the acquired Time Warner Cable and Bright House markets, she’s laser focused on making sure the Spectrum experience is a positive one. “By year end, we will be primarily on one core platform and operating as a single company. Until you live through it, you don’t have an appreciation for how much is involved in truly combining companies,” she says. “While we continue to provide our customers with increasingly frictionless opportunities to self-service, our success as a service provider remains predominantly defined by the exceptional day-to-day interactions between our employees and our customers.”
What’s a recent example of a step forward for women in the media industry?
Women are increasingly penetrating all levels of leadership, from supervisory roles to the executive ranks, in the media industry and beyond. It’s refreshing when you can look across the table, or into an audience, and see women represented as the norm and not the exception. I have the honor and privilege to work with women at all levels at Charter, both on my team and throughout the company.
What’s been the most dramatic change in your sector of the business today vs. three years ago?
Charter is three times the size it was less than three years ago, growing predominantly through our 2016 merger with Time Warner Cable and Bright House Networks, but also organically as well. Over that period we have integrated the business while simultaneously innovating our products and services. By year end, we will be primarily on one core platform and operating as a single company. Until you live through it, you don’t have an appreciation for how much is involved in truly combining companies. While we continue to provide our customers with increasingly frictionless opportunities to self-service, our success as a service provider remains predominantly defined by the exceptional day-to-day interactions between our employees and our customers.
If there were a reality show based on your office, what would it be called?
We wouldn’t need to create a new one. A new season of “The Amazing Race” would work for two reasons. First, to provide winning customer service you need to be fast and it is very important to do things right the first time. Second, to be fully engaged in the business, we fundamentally believe that you have to travel to the places where the work gets done. From the executive office and throughout the organization, travel is our constant companion as we visit call centers, field locations, Spectrum stores, and back-office support. Most of our learning takes place during travel, and it also ensures there is a clear and consistent understanding throughout the company of our strategy and the importance of everyone’s role.
