EXPERIENCE ‘18 Customer Timeline Comcast Evolves CX Through the Customer Lens Luke Hagstrand, VP of Personalization Comcast
EXPERIENCE ‘18
Customer TimelineComcast Evolves CX Through
the Customer Lens
Luke Hagstrand, VP of Personalization
Comcast
Comcast © Copyright 2018.
Competing on CX
2
Involves new competitors and expectations
87%Customers measure all brands against a select few–Amazon,
Netflix, Starbucks, etc.
88%Customers want to engage with brands that are setting
new expectations
Comcast © Copyright 2018.
Resetting Expectations by Scaling to One
3
Serve 30M customers with individual experiences and solutions
Predictive, automated dialogue powered by AI
Differentiated treatment where loyalty is rewarded
Digital operating model with mobile as primary
On-demand support with Social as the first channel
Comcast © Copyright 2018.
Scale to One
4
Core tenets and approach
ContinuityRemember the customer, employee, and everything that’s been done before
1
CONTEXT
PersistentAlways available everywhere the customer is
3
UbiquityUnderstand what is happening now as well as the signals that illuminate the solutions
2
ConsistencySame answer to the same question, regardless of platform, channel, or situation
4
PERSONALIZATION
DifferentiationOffer the appropriate level of service based on customer profiles
6
PredictiveProactively identify intent or issue with automated solution delivery
5
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Timeline as the Foundation for CX
5
Know the customer, personalize the experiences, reinvent operations
Proactive support, personalized recommendations, and conversation continuity
CRM & Unified Communications meets NLP, ML, & AI
Conversations and data from across the enterprise
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Timeline and Medallia Anchor Our NPS Approach
6
Timeline triggers actions for other systems. NPS surveys and identifying customers for callbacks are delivered through Timeline/Medallia integration.
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Integrating CX Everywhere
7
Timeline delivers personalized messaging, recommendations and content through products, workforce and customer facing systems
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Customer Context Preps Interactions
8
Timeline delivers relevant context to our self-service channels and notifies our workforce when callbacks are requested
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Orchestrate Customer Journeys
9
Timeline helps our customers navigate their journeys, drive digital and product adoption, and simplify the experience
Truck Roll26 days
Journey Started5/2/17
Last Appt Scheduled7/8/17
Last Appt Created7/13/17
Last Appt Completed7/13/17
Monitoring Complete8/13/17
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Proactive and Digital Customer Care
10
Timeline is reinventing operations by enabling proactive account management
Distinct events trigger alerts
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CX is Good Business
11
Comcast saves 2% on customer service1, agent calls down 10%2
1 Comcast Q1 2018 Earnings Conference Call, 4/25/20182 Comcast Q4 2017 Earnings Conference Call, 1/24/2018
Personalization Drive to digital Satisfaction Economics
12
Timeline Demo
Appendix:Timeline Products
Comcast © Copyright 2018.
Customer Timeline
14
The foundation for personalized, consistent customer experiences
∞ Everything about the customer in one view
∞ Zoom in/out capabilities
∞ Integrated with other systems
∞ Intuitive, interactive experience
TIMELINE
WATCHLIST
SMART CONNECT
TALK
ELEMENTS
ANALYTICS
Comcast © Copyright 2018.
Timeline Watchlist
15
Segment and track customer experiences
TIMELINE
WATCHLIST
SMART CONNECT
TALK
ELEMENTS
ANALYTICS
∞ Organize, track, and support customers by events, experiences, and locations, all in real-time
∞ Quick overview of customer activity
∞ Instant notifications for customer events
Comcast © Copyright 2018.
Smart Connect
16
Seamlessly connecting your customers and your business
TIMELINE
WATCHLIST
SMART CONNECT
TALK
ELEMENTS
ANALYTICS
∞ AI powered real-time automated messaging and notifications
∞ Simple API integrations extend your digital reach to any screen
∞ Guide your customers through any journey by reaching them at the right time, with the right message on the right device
Comcast © Copyright 2018.
Timeline Talk
17
A single, omni-channel conversation
TIMELINE
WATCHLIST
SMART CONNECT
TALK
ELEMENTS
ANALYTICS
∞ All customer and employee conversations in one place
∞ Phone, Chat, SMS, Social, Email
Comcast © Copyright 2018.
Timeline Elements
18
CX platform-as-a-service
TIMELINE
WATCHLIST
SMART CONNECT
TALK
ELEMENTS
ANALYTICS
∞ Self-service tools to connect, share, and manage the data, APIs, and messaging that power the Timeline Platform
∞ Remove your team from the complicated data ingest lifecycle
∞ Create, orchestrate, and publish important event based messaging to millions in minutes across all of your connected channels
Comcast © Copyright 2018.
Timeline Analytics
19
Understand customer behavior and journey experiences
TIMELINE
WATCHLIST
SMART CONNECT
TALK
ELEMENTS
ANALYTICS
∞ Fast, consistent, all-inclusive customer data available to those who need it
∞ Customer segmentation, Outliers, Journey Analytics, Workforce Performance Management
∞ Self-service reporting experience convert passive report consumers into active data explorers
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Thank You!#EXP18Medallia