Putting the Customer at the Center: How We’re Redefining the Optimum Experience

Every decision we make starts with the customer. 

At Optimum, we strive to deliver the best possible experience for our customers at every touchpoint. Over the last several years, we have been on a transformation journey to improve our care offerings and support while making it our mission to put the customer at the center of everything we do. From introducing enhanced support services to leveraging AI-driven technologies, digital self-serve tools, and more, we’re redefining what it means to deliver an exceptional customer experience. 

Innovating for Better Support 

We are continuously evolving and enhancing the Optimum customer experience every day, including through: 

Optimum Total Care: Our Total Care offerings provide a worry-free solution for consumers’ tech challenges. Through Total Care, customers receive no-fee service visits, unlimited access to local tech support, and priority status when calling Optimum for support. We recently expanded the offering to include two additional Total Care tiers that offer enhanced services such as accidental damage protection, extended warranties for home entertainment devices, in-store repair services, and more to safeguard customer technology.

AI-Driven Technology: Through the use of AI-powered technology and tools, we’re able to deliver more efficient and optimized solutions for our customers and have already successfully implemented this with AVA, our AI Virtual Assistant. AVA helps to simplify workflow for our agents by identifying tailored offers for customers, providing recommended responses, sourcing competitive information, and more – all to maximize value for our customers based on their needs while driving sales conversions and minimizing revenue erosion. 

Optimum also recently announced two transformative partnerships with Google Cloud and Cresta AI, respectively. By leveraging Google Cloud’s advanced AI capabilities, we’ll be able to enhance our macro customer service strategy to deliver smarter, more intuitive and more personalized interactions across every touchpoint. Through Cresta AI, we’ll look to drill down into the care experience using generative AI-powered solutions like Cresta Conversation Intelligence and Cresta Agent Assist to help our agents handle customer inquiries more efficiently and effectively. With the help of AI, our teams are able to deliver a more seamless, intelligent and customer-centric experience.

Digital Self-Serve Tools: We’ve doubled down on our digital solutions to provide easy-to-use, self-serve tools for our customers. Our Chatbot and Live Agent functions guide customers through billing, payment, and troubleshooting paths, while the MyOptimum app houses everything in one place. In MyOptimum, customers can manage their accounts, handle payments, view billing history, get support and more.

These digital upgrades have allowed us to increase our proactive consumer communications. Through our self-serve tools, customers can communicate with us in real time during technician appointments, service outages, troubleshooting issues, and more to ensure a positive experience. 

The Impact of Putting Customers First 

Our continued efforts to enhance Optimum’s support offerings and tools have enabled us to improve customer experience metrics like Net Promoter Scores (NPS), as well as receive recognition from prominent third parties, which is a testament to the progress we are making. In the last year, Optimum has been awarded: 

• An 8% increase in Optimum Fiber’s 2025 customer satisfaction score from the American Customer Satisfaction Index (ASCI) in comparison to 2024.
  • Optimum Fiber was the only Fiber ISP to positively improve its score year-over-year.
• Two U.S. Customer Experience Awards, receiving: 
  • Gold in Best Business Change and Transformation
  • Gold in Best CX Strategy 
• Two Stevie Awards for Sales & Customer Service, receiving:
  • Silver in Customer Service Department of the Year (Telecommunications)
  • Bronze in Customer Service Transformation (All Other Industries)
• The People’s Choice Award for Reuters’ Customer Service Organization of the Year

At the end of the day, it’s not the accolades that drive us; it’s the customers and communities we serve that push us to do better. By putting the customer at the center of everything we do, we are creating a more personalized experience that truly makes a difference. 

A Commitment to Continuous Improvement 

Our work is far from over. As we continue on our transformation journey, we’re committed to listening to our customers, learning from their feedback, and innovating to find new ways to exceed expectations. 

Thank you to our customers for trusting us with your connectivity needs. We’re honored to serve you, and we’re motivated to continue improving your experience with Optimum. 

Shuvankar Roy
Executive Vice President, Chief Customer Experience Officer