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EXPERIENCE ‘18
Customer TimelineComcast Evolves CX Through
the Customer Lens
Luke Hagstrand, VP of Personalization
Comcast
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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
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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
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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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Comcast © Copyright 2018.
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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Comcast © Copyright 2018.
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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Comcast © Copyright 2018.
Integrating CX Everywhere
7
Timeline delivers personalized messaging, recommendations and content through products, workforce and customer facing systems
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Comcast © Copyright 2018.
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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Comcast © Copyright 2018.
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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Comcast © Copyright 2018.
Proactive and Digital Customer Care
10
Timeline is reinventing operations by enabling proactive account management
Distinct events trigger alerts
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Comcast © Copyright 2018.
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
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12
Timeline Demo
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Appendix:Timeline Products
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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
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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
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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
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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
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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
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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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Comcast © Copyright 2018. 20
Thank You!#EXP18Medallia