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

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

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.

Comcast © Copyright 2018.

Integrating CX Everywhere

7

Timeline delivers personalized messaging, recommendations and content through products, workforce and customer facing systems

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

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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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

Comcast © Copyright 2018. 20

Thank You!#EXP18Medallia