a customer-first strategy driving business value withdriving business value with a customer-first...
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Comcast Proprietary & ConfidentialComcast Proprietary & Confidential
Driving Business Value with a Customer-First StrategyElizabeth KwiatExecutive Director, Digital ExperienceComcast Business
August 12, 2020
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Agenda
Build a Customer-First Strategy
Leverage Customer Insights
Focus on The Customer Journey
Implement Business Process Automation
Increase Operational Efficiency
Drive Business Value By Focusing on the Customer
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Build a Customer-First Strategy
Building a Customer-First Strategy
Establish the Vision
Align on the Goals
Create KPIs
Determinethe Timeline
Ensure Organizational
Alignment, including Resource
Requirements
Consider Platform
Requirements
Placing the customer at the center of your business strategy increases customer satisfaction and loyalty needed for growth. Enabling customer self-service capabilities across the customer journey drives customer engagement and operational efficiencies.
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Focus on the Customer Journey
Marketing
Consideration Acquisition Service LoyaltyAwareness
Online Traffic
Agents
Online
Agent + Online
Product Education
Communications
Upgrades + Add Ons
Agents
Website
Social
Onboarding
Product:Configuration + Utilization
Account:Permissions + Preferences
Optimize Online and Offline Interactions at Each Step
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Leverage Customer Insights
Conduct Usability Testing
Implement Customer Panels & Interviews
Institute Instant Feedback online & on app
Gather Site Usage& Metrics
Leverage SocialMedia
Use Email & Customer Contact Forms
Leverage Customer Feedback Surveys
Maximize Methods to Gather Customer Feedback
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Implement Business Process Automation
Identify Opportunities across the Customer
Journey
Implement Onlineand Offline
Create a Dynamicand Personalized
Experience
Leverage AI
Consideration Acquisition Service LoyaltyAwareness
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Increase Operational Efficiency
Streamline the Customer to Agent
Interaction
Create Digital Advocacy in Frontline
Agents
Ensure anOmnichannel Approach
Leverage AI
Consideration Acquisition Service LoyaltyAwareness
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Drive Business Value by Focusing on the Customer
Build a Customer-First Strategy
Focus on theCustomer Journey
Leverage CustomerInsights
Implement Business Process Automation
Increase Operational Efficiency
Customer
Comcast Proprietary & ConfidentialComcast Proprietary & Confidential
Questions& Answers