Dive Brief:
- Comcast is making an effort to deepen customer relationships and provide great experiences “so we are not giving customers a reason to leave,” said Steve Croney, chief operating officer, connectivity and platforms with Comcast, during its Q3 2026 earnings call Thursday. To do so, it is leaning on technology transformation, product innovation and AI adoption.
- The company is simplifying customer interactions, and as a result customer service contact rates were down 20% and the company eliminated more than 30 million service interactions year to date compared to the prior year.
- Comcast also touted continued improvements in its NPS, though it did not disclose either the score itself or how much it had improved.
Dive Insight:
Along with the CX improvements Comcast has already, the company cited two relatively new partnerships with CX vendors to help manage bot-to-human and bot-to-bot interactions.
“We’re expanding [AI’s] application across customer experience through partnerships with Sierra and Cresta,” Armstrong said. “These capabilities are central to our new operating model, enabling us to bring products to market faster, simplifying customer interactions and deliver a better experience more efficiently.”
Cresta, which provides AI solutions for contact centers which can be used to automate customer self-service and assist human agents during the call, informally announced the partnership earlier this month. Official mention of the Comcast-Sierra partnership dates back to April. It, too, provides an AI platform for customer service use cases.
While both the Cresta and Sierra solutions provide similar capabilities, Comcast may use each solution to solve different CX challenges.
“We've launched an agentic front end from Cresta for our assisted channels, which is really helping us effectively manage bot-to-human interactions, and over time, also in partnership with Sierra, bot-to-bot interactions,” Croney said. “All this is supported by our personalized data models and offer recommendation engine, which really enables us to differentiate treatments depending on the type of transaction and the specific customer.”
Comcast Ventures participated in Cresta's $125 million Series D funding round and in Sierra’s $175 million Series C funding round.
