Delivering great real-time CX is a true craft

David Waugh, SVP Customer Experience, DataStaxTrays O’Reilly, VP of Customer Experience

Powering real-time customer experienceDavid Waugh, SVP Customer Experience, DataStax

In a rapidly evolving world.

accelerates expectations

© 2017 DataStax, All Rights Reserved. Company Confidential

CONTEXTUAL

These cloud applications must meet expectations.

ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME

© 2017 DataStax, All Rights Reserved. Company Confidential

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

Tim

e to

Act

PerishabilitySub-second to

secondsSeconds to

hoursHours to weeks

Weeks to Months

Sub-second to seconds

Seconds to hours

Hours to weeks

Weeks to Months

Source: Mike Gualtieri, Forrester Research

Personalized Drink via a 360º Customer View

6

Loyalty Cards Mobile App Web

Point of Sale Systems

Payment & Processing Systems

SAP ERPOracle 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

We are the powerbehind the moment.

© 2017 DataStax, All Rights Reserved. Company Confidential

IMPROVING CUSTOMER EXPERIENCE THROUGH TECHNOLOGY AND REAL TIME DATA

Trays OReilly, VP of Customer Experience - Comcast

U N D E R S T A N D

CX INNOVATION THROUGH REAL-TIME DATA & PRODUCT DEVELOPMENT

E X P E C T S I M P L I F Y P E R S O N A L I Z E

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.

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.

X1 VOICE REMOTE

“What’s my Wi-Fi password?

“I need help”

“View my bi l l”

“Record this show”

“When is my appointment”

“Show me kids shows”

“Show me t ips and tricks”

“The remote device in very intuitive and we

love the voice control.”Lauren A.,

Chicago, IL

"Turn on Closed Capt ioning"

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.

IVR-LAUNCHED TROUBLESHOOTING

“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

051015202530

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

XFINITY MOVES ASSISTANT AND ADDITIONAL SUPPORTED JOURNEYS

M o v e s

D e v i c e S w a p sO n b o a r d i n g

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 Reduction30-day: 20% Call in Rate Reduction

“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.