Optimum’s Care Transformation: Demystifying Fact vs. Fiction

At Optimum, we lead with a customer-first mindset in everything we do. 

As we continue to expand our services and roll out new products, it is critical that we have a confident, knowledgeable and personable care team that is ready to support our customers with any issue at any time. This requires a strategic approach to care – one that our teams continue to refine and improve daily based on customer feedback. 

Debunking Common Care Misconceptions 

Over the last three years, Optimum has been on a journey to transform its care operations and improve customer interactions at every turn, which is leading to significant support improvements across the board. 

Since I took on the role of Chief Customer Experience Officer in December 2022, our leadership team and I made no secret about how the customer experience at Optimum was not operating as it should be, and we had to do much better. As we continue to evolve, we also aim to highlight our progress and dispel common misconceptions associated with Optimum’s customer experience (CX), including: 

• MYTH: CX is a Forgotten Product at Optimum

  FACT: CX is One of Optimum’s Most Important Products

  At the end of the day, our customers rely on us to deliver fast and reliable services with the ability to seamlessly troubleshoot any issues that may arise. We don’t take this responsibility lightly and we are always assessing new ways that we can improve.

  That is why our care teams have shifted to a “First Time Right” approach, which aims to solve a customers’ issue effectively on their first call. As part of this, we’ve also segmented our support channels into specialized care and technical tiers to better tailor customer assistance to individual needs. In addition, we’ve ramped up our proactive communications to provide real-time updates, ensuring a consistent flow of communication between Optimum and the customer during an appointment, outage or issue. 

• MYTH: Automation is Making Customer Service Less Personal 

  FACT: AI Allows Us to Tailor Customer Support Better Than Ever 

  Through the implementation of new AI technologies, we can deliver faster, smarter and more accurate solutions tailored to specific customer needs. In fact, we are able to better pinpoint individual support interactions and provide tailored responses to customers more than ever before. While these tools are revolutionary for our customer experience strategy, we know that automation can never replace human connection. We also understand the importance of cultivating and maintaining life-long customer relationships, which will always remain a top priority – providing personalized, authentic service supported by new technologies. 

• MYTH: Optimum Doesn’t Invest in its Customer Experience 

  FACT: Optimum’s Ongoing CX Investments Continue to Receive Recognition and Improved Ratings

  Over the last several years, our CX improvement efforts have led to significantly higher Net Promoter Scores (NPS), a metric that measures and tracks how a company is perceived by customers. We’ve seen a 26-point increase in the last two years alone. In addition, Optimum continues to rack up awards and accolades from prominent third parties like the American Customer Satisfaction Index, the Stevie Awards and the U.S. Customer Experience Awards in areas such as Best Business Change and Transformation, Best CX Strategy, Customer Service Department of the Year and more. Recognitions like these show the tangible impact of the progress we are making.   

Looking Ahead

Transformational efforts require time, dedication and tenacity – and our work is far from over. At Optimum, we’re committed to building stronger, more positive and meaningful customer interactions at every single touchpoint.

Thank you to our customers for trusting us with your connectivity care and support needs. 

Shuvankar Roy

EVP, Chief Customer Experience Officer