1.
Delivering great real-time CX is a true craft
David Waugh, SVP Customer Experience, DataStax
Trays O’Reilly, VP of Customer Experience

2.
Powering real-time customer experience
David Waugh, SVP Customer Experience, DataStax

3.
In a rapidly evolving world.
accelerates expectations
© 2017 DataStax, All Rights Reserved. Company Confidential

4.
CONTEXTUAL
These cloud applications
must meet expectations.
ALWAYS-ON DISTRIBUTED SCALABLEREAL-TIME
© 2017 DataStax, All Rights Reserved. Company Confidential

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.
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.
We are the power
behind the moment.
© 2017 DataStax, All Rights Reserved. Company Confidential

8.
IMPROVING CUSTOMER EXPERIENCE
THROUGH TECHNOLOGY AND REAL TIME DATA
Trays OReilly, VP of Customer Experience - Comcast

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.
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.
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.
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.
IVR-LAUNCHED TROUBLESHOOTING

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.
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.
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.
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.
“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.