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Telecom Channel Chiefs On Why Customer Experience Hinges On Putting Partners First

Leaders from AT&T, CenturyLink, Comcast, Masergy, Spectrotel, and Spectrum talk about what separates their companies from the competition and why partners are critical to their growth strategies.

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Craig Schlagbaum, Vice President, Indirect Channels, Comcast Business

“Our focus remains on customer experience. We do an evaluation of [Net Promoter Scores] every single month -- my team looks at it from the channel side as well as the end user side -- that's going to remain a top area for us.

But ultimately, it's really about being the world's best last mile provider coupled with the ability to manage the networks. We put enormous amount of resources both in our field channel team as well as dedicated resources to sell SDN. You can sell comcast over the top completely -- not even selling it with our network, or you can sell it married with our network -- that’s a mammoth change for us, and it's something we are pushing hard-core with our partners. We are winning very large opportunities in that space now.

Since 2011, we've scaled the business to manage the volume that partners have brought us and to be able to give partners the best possible experience with the environment that they have.”

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