White excels at encouraging his team to view Comcast’s impact through the lens of the customer (every conference room includes a chair for the customer as a reminder that their perspectives should be considered in the conversation). Positive results continue to follow. This year the West Division made significant strides in reducing customer calls and year-over year improvements in positive feedback. White’s domain also stepped on the accelerator with the division-wide deployment of the latest Gigabit technology. Regarding diversity and inclusion, White says executives need to constantly “evaluate where your organization may be falling short and make the right adjustments and investments—in time, people and funding—to achieve your goals.”
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?
At Comcast, we believe that a diverse and inclusive company is a more effective company, which is why we approach diversity as a driver for business growth and innovation. Diversity and inclusion are a fundamental part of our corporate strategy and—just as important—part of our DNA.
What’s a recent example of a step forward for diversity in the industry?
We are committed to having the best thinkers and dreamers on our team. This means attracting, developing, and retaining brilliant minds from all backgrounds and giving them paths to grow and reinvent their careers. Our aspirational goal is to have 50% women and 33% people of color at every level of our workforce. To achieve this, we invest in our diverse recruitment initiatives, leadership development programs, and employee resource groups, in addition to many other efforts at all levels of our workforce. We believe it is this commitment that makes Comcast such an incredible place to work.
In what areas should the industry step up its efforts with regard to diversity and inclusion?
Evaluate where your organization may be falling short and make the right adjustments and investments—in time, people and funding—to achieve your goals.
What’s your best advice to someone just entering the video content/distribution industry?
Sometimes the best mentors are not the most obvious.
What’s been the most dramatic change in your sector of the business today vs. three years ago?
Competition in the video space is more fierce now than it has ever been. At Comcast, we know the companies that will be relevant into the future are those putting their customers first, which is why we’re investing in tools and training to enhance our customer experience, respecting our customers’ time, simplifying their experiences, and making things right if we fall short.
If there were a reality show based on your office, what would it be called?
“The Voice: (of employees and customers)”