VP Digital and CX Interview Flashcards
Interview preparation (53 cards)
What is the future of digital customer service at Spectrum in 3-5 years?
Proactive->Predictive->Interactive->Assistive
AI-driven, omni-channel support with LLM-powered IVR/chat for natural dialogs, data context anticipating needs, and agent handoff with history. The goal is to set the Spectrum industry CX benchmark.
What are the top priorities in the first 90 days?
Listen & align with team and stakeholders, audit IVR/chat metrics & pain points, deliver quick wins (improved prompts, FAQ in bot), draft a 12-month roadmap + KPI dashboard, and provide early executive updates for buy-in.
How should strategy be adapted amid big changes like the Cox merger?
Keep CX as the north-star, conduct impact analysis on scale, systems, and new products, re-prioritize roadmap and resources, maintain transparent communications to reduce anxiety, and treat change as an upgrade opportunity.
What is an example of using AI/ML to improve CX?
S: COVID knocked all agents offlne globally
Rising chat volume, customers need instant answers
T: Expand XA footprint deflect routine contacts
A: NLP platform + ML feedback loop, outage context API, continuous retraining
R: 62% chats resolved
What conversational AI technology is applied at Spectrum?
Speech-enabled natural-language IVR (cloud STT + custom NLP), LLM-backed chatbot for complex multi-turn issues, AI orchestration to route between micro-bots, LLMs, and agents, with guardrails using KB grounding & confidence thresholds.
What are key metrics for data-driven improvement?
Containment/self-service completion, CSAT/NPS for digital sessions, handle time, transfer & drop-off rates, task completion (payments, resets), cost per contact & call-volume shift, and weekly failure review + live KPI dashboard.
What is a CX win example involving proactive outage and self-service?
S: High calls and frustration during outages
T: Provide proactive info & DIY fix
A: Outage banner in app/IVR, one-tap modem reset, simplified copy via usability tests
R: 15% fewer tech calls, +5 NPS, agents freed for complex work
What are the challenges in designing omni-channel journeys?
Journey map first, pass context via APIs, offer channel pivot (phone→SMS/chat), align tone/taxonomy across channels, solve system silos with unified data layer, and establish CX council & shared KPIs.
What is the balance between creative and analytical approaches?
Data guides WHAT; creativity drives HOW. Brainstorm then A/B test and iterate. Example: new UI cut drop-offs 25%. Promote a test-and-learn culture in the team.
What is an example of leadership style in a tough project?
S: Legacy IVR migration to cloud under tight deadline
T: Deliver zero-downtime cut-over
A: Clear vision, empowered owners, daily stand-ups, war-room support
R: On-time launch, routing accuracy up, best cross-org project award
How can cross-functional collaboration reduce truck rolls?
S: Excess field visits for fixable modem issues
T: Digital tool & process to reduce truck rolls
A: Shared KPI, cross-team workshops, weekly syncs, transparent dashboard
R: Double-digit truck-roll reduction, faster fixes, stronger inter-team trust
How to influence executives to fund AI text analytics?
S: Missed feedback insights; tight budget
T: Secure funding for AI analytics platform
A: Built ROI case, demo dashboard, low-risk pilot, aligned allies
R: Pilot uncovered defect fast, full rollout approved, VOC elevated
What is the growth mindset after the Comcast layoff?
S: Role eliminated in restructure
T: Turn setback into development
A: Completed AI/ML coursework, built LLM prototype, consulting, webinar
R: Broader skill set, resilience, fresh energy for Spectrum
How to adjust to Spectrum culture compared to Comcast?
Frame ideas in customer-first service lens, learn decision cadence, tailor pace, mentor & grow merit-based teams, respect ops expertise, avoid ‘at Comcast…’ phrasing, and listen first, adapt solutions.
Why is this VP role at Spectrum appealing?
AI + CX playground at national scale, fresh canvas to innovate beyond past work, aligns with Spectrum growth & customer commitment, values match teamwork & learning, and goal to set industry benchmark.
What is the summary of Comcast departure and interim activity?
Role cut in reorg; positive references. Up-skilled in LLMs, built prototype, consulting on AI CX, webinar speaker. Ready with sharper skills and fresh energy.
Tell me about yourself
30‑sec elevator pitch: • Career arc tied to AI/CX passion • Key achievements (Xfinity Assistant, $180M savings) • Current up‑skilling in LLMs • Why VP Digital Service at Spectrum is next logical step
Why should we hire you?
Blend of AI expertise + creative media background • Proven results (call deflection, NPS gains) • Track record building & scaling CX tech • Culture fit: customer‑first, collaborative leader ready to deliver ROI
Walk me through your resume
Highlight transitions: media → tech → AI CX • Emphasize upward scope & impact • Each move driven by desire to solve bigger CX problems • Recent consulting keeps skills fresh
Why do you want to work here?
Spectrum’s mission to exceed customer expectations resonates • Opportunity to build next‑gen conversational AI at national scale • Values align (integrity, teamwork, learning) • Fresh canvas > cloning Comcast wins
What are your three greatest weaknesses?
• Impatience—offset by time‑boxing & prioritization • Delegation tendency to over‑own—counter with trust & clarity • Saying yes too often—now guard calendar with OKR lens
What are your weaknesses? (single)
Choose one believable: Impatience—as above; show mitigation through leadership training & agile ceremonies
What are your three greatest strengths?
• Visionary yet data‑driven product leadership • Deep AI/ML CX expertise • Empathetic team builder who scales talent
Three positive things your last boss would say about you
Organized program manager • Creative in solving customer pain points • Passionate champion for data‑backed decisions
