Forrester CXNYC 2017 - Delivering great real-time cx is a true craft
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Transcript of Forrester CXNYC 2017 - Delivering great real-time cx is a true craft
Delivering great real-time CX is a true craft
David Waugh, SVP Customer Experience, DataStaxTrays O’Reilly, VP of Customer Experience
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
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.
“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.