Be Customer Led

How to become maniacal about your employees and customers.

Author: Bill Staikos

We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external. Visit us on www.becustomerled.com
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Language: en

Genres: Business, Management, Marketing

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Douglas Kramon on How AI Is Shaping Customer Care and Fan Support - Part 1
Episode 100
Thursday, 5 March, 2026

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.HIGHLIGHTS[01:40] Doug's Career Journey[05:38] Delivering Fan Support Across Pillars[18:01] AI's Role in Enhancing Customer Service[27:31] Challenges and Opportunities with AIConnect with Doug:LinkedIn: linkedin.com/in/douglaskramon