Griffin is on the front line of Comcast’s strategy to transform the customer experience, including simplifying billing and creating new policies to provide greater consistency and transparency to customers. His teams have made measurable changes to increase success across myriad customer care metrics. And he’s passionate about promoting Comcast’s commitment to diversity and inclusion, serving as executive champion of the Black Employee Network employee resource. “As the market becomes more and more diverse, the ability to create and lead diverse teams and market to diverse consumer groups will be the difference between successful companies and those that are not as successful,” he says.
What’s a recent example of a step forward for diversity in the industry?
A recent common trend across the industry is that companies are now taking a look at the way they manage talent—from hiring practices to the onboarding of new employees—to make sure they’re providing a workplace culture where everyone has an equal chance to be successful.
What’s your best advice to someone just entering the video content/distribution industry?
My best advice to anyone entering the video content/distribution industry is to never underestimate the importance of diverse audiences and their impact to a company’s bottom line. As the market becomes more and more diverse, the ability to create and lead diverse teams and market to diverse consumer groups will be the difference between successful companies and those that are not as successful.
What’s been the most dramatic change in your sector of the business today vs. three years ago?
The most dramatic change in my sector of the business has been the focus and investment in improving the customer experience. It is the most important component of our business, and we are focused on meeting our customers where they are.