Cliff Hagan

Cliff Hagan has led Customer Operations at Charter Communications since 2019, overseeing customer service, billing, business integration, and related operations. His approach to CX starts with making the company accountable for what it promises customers.

“Our customers pay for our service, so it should work, all the time,” he says.

That thinking sits behind Customer Commitment for Spectrum, Charter’s consumer-facing brand, which Hagan played an instrumental role in designing, developing, launching, and executing. Its promises cover reliability, transparency, service, and continuous improvement, with credits and money-back guarantees when Spectrum falls short. 

For Hagan, accountability becomes more meaningful when customers can see what the company committed to and what happens when it misses the mark.

He also focuses on reducing customer effort by designing an experience where customers can move between chat, SMS, phone, apps, web, and stores without losing the context of their interaction. AI and machine learning, in his view, can help make that possible by putting relevant information in front of employees in real time rather than making customers repeatedly explain themselves.

Spectrum’s more recent use of Agent Assist and Summary AI reflects that direction, surfacing knowledge, summarizing interactions, and giving employees a clearer view of previous conversations.

Across those efforts, the same values keep surfacing in Hagan’s approach to CX: transparency about what customers can expect, accountability when the company falls short, and trust earned by consistently following through.