Improving the customer’s digital experience is top of mind for Frazier, who has a strong track record of success and is a demonstrated team leader in his division. Based on his success, his role has expanded to supporting customer retention and digital strategy, among other responsibilities. “I think more needs to be done to expose diverse leadership to different parts of the industry,” he says. “At times we can take a myopic view of a person’s ability when they become subject matter experts at a certain skill, then we just leave them there. Exposure to other parts of the business is important, and necessary.”
A February 2018 UCLA study revealed that of the 45 new scripted shows approved for 2017-18 across broadcast, cable and digital platforms, only four were from creators of color, all of whom were black. What is your reaction to this report?
Not overall surprising. As for people of color, I think it begins with exposure first to the process to get your project/script approved, also I still think there are many that do not believe they can relate to people of color. We are all different and so are the consumers of scripted content. There are plenty examples of people of color that have scripted power and relevant popular content. People just need an opportunity to succeed and fail on their merits.
In what areas should the industry step up its efforts with regard to diversity and inclusion?
I think more needs to be done to expose diverse leadership to different parts of the industry. At times we can take a myopic view of a person’s ability when they become subject matter experts at a certain skill, then we just leave them there. Exposure to other parts of the business is important, and necessary.
What’s your best advice to someone just entering the video content/distribution industry?
Learn how the business model works, but learn how to garner stakeholder support. There is a lot of knowledge in this industry and it’s important to be willing to learn at all times. Innovation is not just about the best idea, it’s about support of that idea from others as well.
What’s been the most dramatic change in your sector of the business today vs. three years ago?
On the customer service distribution side, it has been the support of the more Internet-centric customer. They consume digital content, on demand content and linear content in a completely different way. Support for this changing landscape has ushered in new Care strategies, concepts and cost models. These customers expect digital support, not just traditional live phone support. The world has shifted.
If there were a reality show based on your office, what would it be called?
“Crazy Fun People”