Today we talk to Douglas Kramon, Director of Customer Operations and Fan Support at ESPN. In this interesting conversation, Gabe and Douglas discuss how customer care and agent care drives customer experience. For fans, sports are memories and emotions created during live experiences. How could ESPN create human connections during COVID-19, when all live events were cancelled? Douglas tells us about their tactic of connecting with their customers by creating a fan-to-fan dialogue. Tune in to this conversation to understand how ESPN has standed with their fans during these hard times. Douglas’s background 1:02 The recent changes in sports 2:58Be brief, be bright, and be gone 6:14Tools they use at ESPN 15:19“We like to say, and we believe this wholeheartedly, for customer service we are fellow fans in the stands. With our fans, we’re not the suits in the suites, meaning we’re there with you. We’re sports fans just like you and we understand what you’re going through. And if you want to talk a little sport, we do too.” 7:17https://www.linkedin.com/in/douglaskramon/