Companies today are innovating with real-time data to deliver truly amazing customer experiences in the moment. Real-time data management for real-time customer experience is core to staying ahead of competition and driving revenue growth. Join Trays to learn how Comcast is differentiating itself from it's own historical reputation with Customer Experience strategies.
6. Personalized Drink via a 360Âș Customer View
6
Loyalty Cards Mobile App Web
Point of Sale Systems
Payment & Processing
Systems
SAP ERP
Oracle DB
Adobe DMP
Oracle
Campaign
Management
Customer
Voice
(Surveys)
GLOBAL FOOD &
BEVERAGE COMPANY
CX DATA FRAMEWORK
CX Data Platform (DSE)
ANALYTICS
APIS
DATA MODEL DATA QUALITY
GOVERNANCE
MATCH & RELATE
SECURITY & ACCESS
Testing MonitorDevelopmentArchitecture
C360 Personalization Recommendation Fraud
DATA INGEST
DATA SYNC
Deployment
9. UNDERSTAND
CX INNOVATION THROUGH REAL-TIME DATA &
PRODUCT DEVELOPMENT
EXPECT SIMPLIFY PERSONALIZE
Leverage real-time
data to learn what
is happening in
customerâs
environment.
Predict the next
effort and solve in
advance.
Develop in as few
steps as possible
for both employee
and customer.
Deliver a solution
that meets the
customersâ needs
more efficiently and
effectively.
10. XFINITY ASSISTANT
Comcastâs first artificial intelligence and machine learning support tool that
helps solve customer repair, service, and education problems
âFastest way Iâve ever
gotten something
done with Comcast.
Unreal.â John F.
11. X1 VOICE REMOTE
âWhatâs my Wi-Fi password?
âI need helpâ
âView my billâ
âRecord this showâ
âWhen is my appointmentâ
âShow me kids showsâ
âShow me tips and tricksâ
âThe remote device in
very intuitive and we
love the voice control.â
Lauren A.,
Chicago, IL
"Turn on Closed Captioning"
12. C O N F I D E N T I A L A N D P R O P R I E T A R Y C O M C A S T I N F O R M A T I O N 12
IVR-LAUNCHED TROUBLESHOOTING
When a customer calls
into the IVR with an X1
video service issue,
display on-screen
troubleshooting option
on the X1 device
directly.
14. âGot the app and got the
confirmations. I was going to the
office to pick up some packages,
but then I got the confirmations.
Really cool. Nice to see photo to
see who to expect.â
John F., Boston, MA
TECH ETA
15. 0
5
10
15
20
25
30
All Appointments Customer Didn't
Call
Customer Called
(Day Of)
CUSTOMERS DONâT LIKE CALLING ABOUT
UPCOMING APPOINTMENTS
If A Customer Calls About Their Appointment, NPS Goes Down Almost 50%
NPS
~20+% report called
16. XFINITY MOVES ASSISTANT AND ADDITIONAL SUPPORTED
JOURNEYS
M o v e s
D e v i c e
S w a p s
O n b o a r d i n g
17. REDUCING THE NEED TO CALL
With information at their fingertips at
the right time and context, customers
will feel less compelled to call
Comcast.
7-day: 30% Call in Rate Reduction
30-day: 20% Call in Rate Reduction
18. âFor the first time, I recommended
Comcast to a friend. X1 and the new
focus on customer service are why.â
THE CUSTOMER EXPERIENCE IS IMPROVING AT COMCAST
Phillip S.
Indianapolis, IN.