Explore how Doug’s team at ESPN supports fans across platforms like ESPN+, ESPN Bet, and Disney streaming services. Learn about the frameworks and principles they use to balance technology and humanity in a high-pressure environment, ensuring fans feel heard and valued. Doug also introduces us to innovative tools like the Catharsis Score for measuring empathy and AI-powered coaching systems that transform customer interactions into opportunities for building loyalty.
Inside the episode…
• Douglas Kramon’s academic journey and its influence on his leadership style.
• The concept of being a “bedside ethnologist” and its relevance to customer care.
• How Disney’s storytelling principles shape ESPN’s approach to fan engagement.
• Designing systems for humans: balancing simplicity, specificity, and sequence.
• Using generative AI for real-time agent coaching and empathy measurement.
• Leveraging customer service as a profit center rather than a cost center.
• Tools and feedback loops for improving team performance and fan experiences.
Mentioned in this episode
• Disney storytelling principles
• Generative AI in customer service
• Catharsis Score
• Closed-loop feedback models
• ESPN+ and ESPN Bet platforms
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