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“CX Innovation Day” Explores New Dimensions in Customer Experience

1 year ago

Businesses in every industry are encountering a new set of challenges and opportunities as they seek to forge lasting relationships with a newly emerging generation of connected consumers who have varied interests, needs and expectations.

This is precisely why we recently invited several leading Customer Experience experts, technologists and industry thinkers to our CX Innovation Day roundtable event at the Comcast Silicon Valley Innovation Center, where we had an engaging dialogue about new dimensions in CX innovation.

With eWeek’s editor-in-chief Chris Preimesberger serving as moderator, the attendees included Brian Solis, a globally recognized independent analyst and anthropologist covering CX and digital disruption; CX consultant and author Annette Franz; Rip Gerber, chief marketing and innovation officer at Vlocity, Annie Weckesser, chief marketing officer at Uniphore, and Ganesh Subramanian, senior director of product marketing at Gainsight. Our Comcast executives rounded out the group, including Preston Smalley, Comcast’s vice president of product development, Mike Fine, our software architect focusing on AI and content discovery, and Kristy Schaffler, who leads Comcast’s customer experience operations in California.

During the discussion, we explored the myriad challenges posed by connected consumers – sometimes referred to as Generation C – as attendees shared real-life examples and suggested best practices for the deployment of technology and other approaches that can help drive CX improvements. The discussion ranged from the importance of making sure that people are in the right positions and equipped with cutting edge tools to manage the most relevant metrics, to the role that technology and product innovation plays in fostering the experience companies want to create for their customers.

As Brian Solis highlighted, this is a generation that is not defined by age or traditional demographics. Rather, he noted that they share interests, behaviors and outcomes in pursuit of greater convenience, personalization and more ways to save time. “Their standards are much different than the personas that we’ve developed in the past,” he said.

So, when it comes to customer experience, it follows that the emergence of this new class of customers will bring to light a different set of needs than what companies have traditionally focused on. The conversation included some lively debates about the best ways to delight today’s consumer.

You can read more about what Solis had to say here as well as listen to an one-on-one interview conducted by Jeff Frick, the host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, who also attended our CX Innovation Day event. Frick spent time with Comcast’s Mike Fine, discussing how companies can use voice and chat data to improve their products and services. You can find the full interview here, as well as an article on why voice features can make the best market-research tools.

Over the next couple of weeks, we will share several key highlights from the discussion on Twitter. We hope that these conversations showcase how companies can continually raise the bar to provide  customers with the experiences they seek. At Comcast, as we take seriously our commitment to make customer experience our best product through continuous investments in customer service, employee training, technology innovation and business process improvements.

Filed Under: California News, Customer Experience

Public Safety Power Shutoff

Winter Storm Creates Power Outages and Impacts Comcast Services.

Powerful Winter Storm Creates Power Outages and Impacts Comcast Services

An “atmospheric river” winter storm has brought heavy rain, high winds, flash floods, avalanche warnings and extensive power outages to much of Northern California.

The storm has created impacts from the Sierra to Fresno, including the Bay Area and throughout numerous coastal communities. The system is expected to continue bringing heavy rain and wind to the area through Friday.

Numerous communities are experiencing power outages and thousands were told to evacuate in the Santa Cruz, California region.

Comcast services require commercial power to operate. Internet and video, as well as landline and even mobile phone services for homes and businesses, may stop functioning within hours after the commercial power is shut off.

Comcast understands this disruption to services can have a major impact on people’s lives and businesses, especially during the global pandemic.

The safety of our communities and employees is our utmost priority and Comcast takes special care during storms to ensure public safety. Once commercial power is restored, we will restore Comcast services that have been affected as quickly as possible in accordance with public safety and regulatory guidance.

Here are a few things you can do to stay informed:

  • Confirm your contact information at xfinity.com/myaccount—We will use this information to contact you if we expect a service disruption caused by a planned power outage. You can also use My Accountto check if your service has been restored.
  • Comcast Business customers can check their My Accountapp or the Comcast Business Status Center to get information and valuable updates.
  • Download your favorite shows and movies for offline viewing—With the Xfinity Stream app, you can watch shows and movies offline in case you lose power.
  • Download the Xfinity Connect App to receive Xfinity Voice calls via your mobile phone—Xfinity Voice customers can make and receive calls with their Xfinity phone number using their mobile phone.
  • Visit the Comcast California Blogwhere we will post information, updates and answers to commonly asked questions. On the blog, we’ve launched a special PSPS web page where you can get additional information.
  • Follow us on Twitter — our handle is @ComcastCA and we post valuable updates regularly.

Even if power is off, Comcast’s team never stops working for you. From our family to yours, we hope you remain safe.

Comcast Business

Three CA Women and BIPOC-Owned RISE Businesses to Support this Women’s History Month

3 weeks ago

From 2014 to 2019, the number of businesses owned by women of color increased by 43%, doubling the growth rate of women-owned businesses (21%) — but some of these businesses have struggled to get the support they need during the Covid-19 pandemic.   In celebration of Women’s History Month, we want to highlight three California–based Black Indigenous People of Color (BIPOC) and women-owned […]

Community Impact

Three CA Women and BIPOC-Owned RISE Businesses to Support this Women’s History Month

3 weeks ago

From 2014 to 2019, the number of businesses owned by women of color increased by 43%, doubling the growth rate of women-owned businesses (21%) — but some of these businesses have struggled to get the support they need during the Covid-19 pandemic.   In celebration of Women’s History Month, we want to highlight three California–based Black Indigenous People of Color (BIPOC) and women-owned […]

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