A New Customer Interaction Model
(Room Exhibit Hall - Innovation Theater)
01 Oct 19
4:30 PM
-
5:00 PM
Comcast’s Chief Experience Officer Charlie Herrin will present on how the company is using new interactions and artificial intelligence to transform their customer experience. Comcast is building a platform that uses AI and ML to streamline all of their data points into one decision engine that determines a customer’s needs at any point and can recommend next best action. This new platform serves as the backbone of the Xfinity virtual agent, and all employee tools, ensuring consistency across customer channels. Charlie will outline how this changed model has resulted in increased customer satisfaction and improved financial metrics.