Eric Burton

Eric Burton is the Vice President of Customer and Employee Tools at Comcast, a position he has held since November 2015. In this role, he is responsible for overseeing tools and technologies that enhance customer service and employee engagement within the company. His work focuses on improving operational efficiency and customer experience through innovative solutions.

Professional Background

Before joining Comcast, Burton had an extensive career at Time Warner Cable, where he served in various leadership roles, including:

• Group Vice President of Care Shared Services (August 2013 - October 2015)
• Regional Vice President of Customer Care (May 2008 - August 2013)
• Vice President of Customer Care and Information Technology (September 2003 - January 2006)

His leadership at Time Warner Cable involved strategic oversight of customer care operations, supporting millions of customers across Southern California and Hawaii.

Education

Burton completed his education at the University of Phoenix, where he focused on general education from 1998 to 2000, and furthered his studies in 2005.

Current Initiatives

At Comcast, Burton has been instrumental in implementing advanced analytics tools to improve agent performance and customer interactions. His efforts have contributed to significant reductions in manual processes and enhanced coaching methodologies for customer service agents, ultimately aiming to elevate the company's Net Promoter Score (NPS) and overall customer satisfaction.123

Burton's expertise in operations and technology continues to shape Comcast's approach to customer service in a rapidly evolving digital landscape.