In this episode of Be Customer Led, host Marbue Brown sits down with Doug Kramon, Head of Customer Care and Fan Support for ESPN and its direct-to-consumer offerings at Disney. Doug shares his career journey, from studying cultural anthropology to building customer service programs within major media organizations. He then explains how his current team supports fans across five key areas: Watch, Play, Read, Engage, and Listen, spanning streaming, fantasy sports, social media, radio, and more.
The conversation explores AI's growing role in empowering care agents, improving knowledge bases, and reducing customer effort. Doug also highlights the importance of emotional connection in fan support and the need for strong cross-functional skills among future CX leaders.
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