MWC 18 / Customer Centricity: Rethinking Care and Experience

What’s love got to do with it?

February 28, 2018

What do we know about love?

love triggers memories

first bike

first kiss

first car

Love inspires us for the future

where we go

what we want

how we spend

Some companies have figured this out

feel at home

simplify life

bring people together

What is the value of love?

Starbucks

/ $2.10

white label

/ $1.29

Apple / $999

LG/ $179

Lego / $27.99

white label

/ $14.99

What’s our recipe for love?

20

By making the product the experience and the experience the product

21

Our strategy is two fold:

22

Fulfill customer expectationsThe moments that our customers self-initiate; the times that they come to us with an explicit purpose, request or query.

23

Offer unexpected moments of delightThe moments that just happen; the subtle nuances that round the corners, connect the dots and make it great.

24

Filtered through the lens of our four pillars

25

we built experiences for our customers and agents

26

across all channels and touchpoints.

The experience we deliver

28

starts with an easy, 3 click purchase flow

pick a phone

customize it

XFINITY.COM TERMS OF SERVICE PRIVACY POLICYXFINITY MOBILE CUSTOMER AGREEMENTS & POLICIES

Comcast © 2017. All rights reserved. The XFINITY Mobile logo and New Network mark (“O”) are the trademarks of Comcast Corporation or its subsidiaries.

Checkout

(Excluding Shipping & Taxes)

86.67$

Riley

WHO IS THIS PHONE FOR?

I want a new numberKeep my phone number

SELECT PHONE NUMBER

Unlimited

No data usage limits –reduced speeds after 20 GB

$45/line$12/GBBy the Gig

Pay only for the GBs of shared data you use each month

CHOOSE YOUR MONTHLY DATA OPTION

Customize your plan

Apple iPhone X64GB, Space Grey

My AccountPlan Shop Support

choose from two simple data options

We then deliver a personalized moment

Riley

Ready, set,activate!

Now we’re talkingEverything to enjoy XFINITY Mobile is inside.

Happy unboxing.

Don’t turn on your phone yet. First visitxfinitymobile.com/activate

Here’s yourSIM Card

followed by a bit of magic

followed by a bit of magic

followed by a bit of magic

empowered with control at their finger tips

empowered with control at their finger tips

empowered with control at their finger tips

empowered with control at their finger tips

empowered with control at their finger tips

while always offering support through a familiar channel.

while always offering support through a familiar channel.

while always offering support through a familiar channel.

while always offering support through a familiar channel.

while always offering support through a familiar channel.

February 28, 2018

Thank You