Dana Crandall is Senior Vice President of Customer Experience Transformation and Customer Center Operations for Comcast’s West Division. In this role, she is responsible for dramatically transforming the residential customer experience for the West Division’s $13 billion enterprise. This work entails reengineering business processes, technology, and culture for residential customers. Since this transformation, there has been dramatic improvement in Net Promoter Score and related customer indices.

Crandall has more than 30 years of experience in executive management and global operations. Prior to joining Comcast, she was Managing Director and Chief Information Officer of British Telecom (BT).