Mediacom Communications today announced the appointment of Graham Tutton as Group Vice President, Digital Care & User Experience. In this role, Tutton will lead the company's digital customer care strategy and drive improvements across the end-to-end customer experience, with a focus on simplifying digital interactions, expanding self-service capabilities, and enhancing customer satisfaction.
In his new role, Tutton will establish and execute Mediacom's digital care strategy across the customer lifecycle, overseeing the evolution of digital experiences across the company's website, mobile platforms, messaging, virtual assistants, and other self-service channels. He will work closely with teams across Product, Technology, Marketing, Customer Care Operations, Network, Data & Analytics, and Sales to create more intuitive, efficient, and connected customer journeys.
His priorities will include increasing digital adoption, simplifying customer interactions, modernizing care operations, and leveraging data, automation, artificial intelligence, and emerging technologies to reduce customer effort and improve the overall experience. By shifting appropriate customer interactions toward effective digital self-service, Tutton will also help improve operational efficiency.
Read the full press release here.