Comcast Bolsters Customer Care Leadership In Chicago Region

Comcast said it has appointed Wendy Liu to the newly created post of vice president of customer experience for the MSO’s Greater Chicago Region, which includes Central and Northern Illinois, Northwest Indiana and Southwest Michigan. 

Reporting to regional senior vice president and business lead John Crowley, Liu will create and institute new practices designed to boost customer experience for the region.

Liu, who joined Comcast in 1999, most recently served as Comcast GCR’s director of project management, where she helped teams manage new product launches, upgrades to company systems and processes and capital projects. Comcast said Liu’s move also follows several initiaitves that are underway that are aimed at improving the customer experience, including the addition of nearly 1,200 bandwidth-boosting nodes the to the GCR network last year and into 2015, reducing truck rolls by more than 6% during 2013 to 2014, and the deployment of more than 750,000 WiFi hotspots in the region.

Comcast is adding the new regional post as the MSO looks to improve its image and customer care capabilities amid its pending acquisition of Time Warner Cable. The appointment of Liu to the new position also comes about four months after Comcast tapped Charlie Herrin as SVP, customer experience.

“Making sure customers have a great experience is Comcast’s number one priority,” Crowley said, in a statement. “Wendy will bring focused, executive expertise to the task, and her appointment will give us an opportunity to build on and accelerate some of the great work we’ve done already to improve customer service.” 

In 2014, Liu received the Chicago Chapter of Women in Cable and Telecommunications “Visionary Leader” award, and in 2011, she received the National Association of Multi-Ethnicity in Cable’s Chicago Chapter’s “Unsung Hero” award.  In 1996, she earned her Bachelor of Science degree in Biology from the University of Illinois at Champaign-Urbana, where she researched and studied as a Hughes Fellow.