In today’s fragmented streaming landscape, Spectrum is bringing back the simplicity and ease that television used to provide with Xumo Stream Box. First launched to Spectrum customers in 2023, Xumo is a completely reimagined way to watch television, integrating traditional live TV with access to hundreds of streaming apps and services.
Supporting the development, launch and continued deployment of Xumo Stream Box has been one of the most rewarding experiences of my career, and is just one example of the great work being done at Spectrum.
Xumo Stream Box
Xumo Stream Box is an all-in-one streaming device that makes it easy for customers to find and watch the content they love across hundreds of streaming apps and services. It features a personalized live tile home screen and easy-to-use voice search for seamless content discovery.
I lead a team responsible for video product development, design, programming operations and engineering. We spend a lot of time thinking about how to innovate for our customers, and right now, I’m particularly excited about the evolution of video.
Everyone knows the frustration of navigating between apps to find a show or a game. With today’s proliferation of services, customers are dealing with many different video sources, remotes, user interfaces and price points. The fragmentation can be overwhelming, and for us, it’s an intriguing customer problem to solve — and we’re uniquely positioned to do so.
First, there’s the issue of cost — customers are spending more than ever on video services. Spectrum is tackling this problem by evolving our relationships with programmers to include their streaming apps in our pay TV packages at no extra cost, allowing customers to access a wide range of video content.
Second is the need to create a more seamless user experience. Xumo not only simplifies viewing, but enhances it with features like real-time content curation, voice search and a personalized live tile home screen. We’ve also streamlined the activation process so starting up the device is as simple as possible. For our customers, it’s literally power on and watch TV.
A Look Back: Launching Xumo Stream Box
From the outset of development in 2022, we knew we’d launch to Spectrum Video customers first. We hypothesized that anchoring around live television — paired with an easy-to-use voice remote — would simplify the streaming experience and reignite more joy in watching TV. But it wasn’t just about ideas — we’re a data-driven company, and we wanted to collect as much information as possible to confirm our hypothesis and refine our approach.
To ensure the launch was a success, we did three key things. First, we conducted the largest employee field trial in Spectrum’s history. With 95,000 employees across 41-states, we have a diverse range of expertise and customer touchpoints. We handed out devices to 20,000 employees across the company and let the feedback roll in. As we received comments, we used them to finetune the product prior to launching.
“We handed out devices to 20,000 employees across the company and let the feedback roll in.”
The second step was a product suitability trial. We engaged customers with no prior knowledge of Xumo and monitored their experiences, capturing data from the device as well as their feedback. This allowed us to see how the device performed under real-world conditions and make additional adjustments as needed.
Finally, we went on a nationwide tour, with 16 Xumo-trained ambassadors who visited 80 different locations across our footprint. These ambassadors became embedded with our employees to understand their aspirations for Xumo and the challenges they heard about from customers every day. This tour wasn’t just about showcasing the device; it was about getting employees genuinely excited for Xumo. When we finally launched, it felt like the whole company was behind it.
Today we continue to rely on feedback from employees and customers who interact with the device to make meaningful improvements. For example, for Xumo users watching video on the Spectrum TV App, we introduced the ability to pause live programming, and also offered Super Bowl LIX in 4K resolution to deliver sharper images, more vibrant colors and an immersive viewing experience.
Simplifying Sports Viewing
Another major area of fragmentation we’ve addressed with Xumo is sports. Live sports has become increasingly difficult to navigate, with exclusive games across different streaming platforms. With Xumo’s voice search, customers can simply say the name of their team or a specific game and be instantly directed to it — no more struggling to figure out who has the game that day.
Building the Future of Television
Xumo integrates seamlessly with our Spectrum TV App, a product I’m incredibly proud of. Built entirely in-house with universal design in mind, the top-rated Spectrum TV App allows customers to stream live TV and On Demand content, delivering unmatched reliability and performance. It is instrumented to perfection, meaning we monitor its performance closely to ensure that any unexpected issues are immediately addressed. Our quality standard is high; the app has to work every time, without fail.
“Our quality standard is high; the app has to work every time, without fail.”
What I find most exciting about Spectrum is the sheer scope of roles and customer touchpoints within the company. We work with a broad range of technologies, from user interface and video experience to product resilience across broadband, mobile and customer self-service platforms.
And at the heart of this innovation is our network. Even with the best streaming experience, if a person’s WiFi isn’t reliable, it’s not delivering value. That’s why we continually invest in expanding and evolving our network.
Spectrum’s Team
I joined Spectrum seven years ago, drawn by the opportunity to make a real impact on customer experience. I’ve had the chance to connect directly with our customers and participate in ride-alongs with technicians, seeing firsthand how our products integrate into people’s lives. These experiences are a powerful reminder of the impact of our work and the opportunities we have to continually improve.
Working at Spectrum means collaborating alongside an incredible team and within a culture that values execution, engineering and doing the right thing for our customers. The people here are some of the smartest I’ve ever met, consistently working from a place of data and insight with the customer squarely at the center of everything we do. Spectrum’s inclusive and supportive culture allows everyone to bring their best selves to work. I’m inspired by our leadership’s commitment to initiatives like inclusive design and expanding our network to unserved communities.
“Working at Spectrum means collaborating alongside an incredible team and within a culture that values execution, engineering and doing the right thing for our customers.”
Being part of a culture that supports people doing their best — and knowing that we’re genuinely helping our customers — makes coming to work exciting every day.
As told to Brigid Hogan, senior staff writer on the Brand Studio team at Built In.
