"A consistent learner experience drives a consistent customer experience, and that’s what the cable TV business is all about,” says Martha Soehren, Comcast University’s top executive, who oversees the training and development of Comcast Cable’s 91,000 employees.

Although tireless efforts within Comcast University to improve training related to customer service had already yielded many positive results, Comcast needed to reinforce its customer-first philosophy among its thousands of employees with leadership responsibilities.

This in-depth case study explores how Comcast revamped its leadership development program, encouraged social learning, and measured the impact of learning programs, all with an eye on ultimately improving the customer experience.