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Forrester CXNYC 2017 - Delivering great real-time cx is a true craft

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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.

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Forrester CXNYC 2017 - Delivering great real-time cx is a true craft

  1. 1. Delivering great real-time CX is a true craft David Waugh, SVP Customer Experience, DataStax Trays O’Reilly, VP of Customer Experience
  2. 2. Powering real-time customer experience David Waugh, SVP Customer Experience, DataStax
  3. 3. In a rapidly evolving world. accelerates expectations © 2017 DataStax, All Rights Reserved. Company Confidential
  4. 4. CONTEXTUAL These cloud applications must meet expectations. ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME © 2017 DataStax, All Rights Reserved. Company Confidential
  5. 5. Real-time CX and the Time Sensitivity of Data 39© 2017 FORRESTER. REPRODUCTION PROHIBITED. You’ll have to convey that insights don’t last forever Forrester Report: Perishable Insights – Stop Wasting Money On Unactionable Analytics Real-time Insights Strategic Insights Operational Insights Performance Insights TimetoAct Perishability Sub-second to seconds Seconds to hours Hours to weeks Weeks to Months Sub-second to seconds Seconds to hours Hours to weeks Weeks to Months Source: Mike Gualtieri, Forrester Research
  6. 6. Personalized Drink via a 360º 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
  7. 7. We are the power behind the moment. © 2017 DataStax, All Rights Reserved. Company Confidential
  8. 8. IMPROVING CUSTOMER EXPERIENCE THROUGH TECHNOLOGY AND REAL TIME DATA Trays OReilly, VP of Customer Experience - Comcast
  9. 9. UNDERSTAND CX INNOVATION THROUGH REAL-TIME DATA & PRODUCT DEVELOPMENT EXPECT SIMPLIFY PERSONALIZE Leverage real-time data to learn what is happening in customer’s 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 customers’ needs more efficiently and effectively.
  10. 10. XFINITY ASSISTANT Comcast’s first artificial intelligence and machine learning support tool that helps solve customer repair, service, and education problems “Fastest way I’ve ever gotten something done with Comcast. Unreal.” John F.
  11. 11. X1 VOICE REMOTE “What’s my Wi-Fi password? “I need help” “View my bill” “Record this show” “When is my appointment” “Show me kids shows” “Show me tips and tricks” “The remote device in very intuitive and we love the voice control.” Lauren A., Chicago, IL "Turn on Closed Captioning"
  12. 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.
  13. 13. IVR-LAUNCHED TROUBLESHOOTING
  14. 14. “Got 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.” John F., Boston, MA TECH ETA
  15. 15. 0 5 10 15 20 25 30 All Appointments Customer Didn't Call Customer Called (Day Of) CUSTOMERS DON’T LIKE CALLING ABOUT UPCOMING APPOINTMENTS If A Customer Calls About Their Appointment, NPS Goes Down Almost 50% NPS ~20+% report called
  16. 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. 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. 18. “For the first time, I recommended Comcast to a friend. X1 and the new focus on customer service are why.” THE CUSTOMER EXPERIENCE IS IMPROVING AT COMCAST Phillip S. Indianapolis, IN.

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