& cplSiteName &

Can Comcast Beat Customer Hate With a Private Cloud?

Mitch Wagner
6/15/2017
0%
100%

SANTA CLARA, Calif. -- Cloud Foundry Summit -- Facing the most negative customer feedback of any company, Comcast is rebuilding its customer service platform to be more responsive to customer needs.

With the lowest Net Promoter score of any business, Comcast has a big problem with customer satisfaction. It sees technology as part of the solution -- a way to reduce the duration and frequency of problems, and get faster response to customers when problems do occur.

Three years ago, Comcast turned to private cloud based on Cloud Foundry as the foundation of its customer service platform. And the operator has been overwhelmed by their success. To pick just one metric: When IT began discussing the platform in 2014, they promised business leaders the private cloud could help produce a 40% reduction in the duration of customer problems. IT was worried that might be too ambitious.

Fast-forward to 2017, and Comcast Corp. (Nasdaq: CMCSA, CMCSK) has blown the doors off that promise, producing an 81% reduction -- a little more than double the commitment IT worried might be overambitious.

Comcast executives discussed their private cloud experiences at two sessions at Cloud Foundry Summit. I wrote about it on Light Reading's sister site, Enterprise Cloud News: Comcast Looks to Beat Customer Hate With Private Cloud.

And while you're there check out the two other stories we've done from the conference so far:

— Mitch Wagner Follow me on Twitter Visit my LinkedIn profile Visit my blog Friend me on Facebook Editor, Enterprise Cloud News

(8)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
f_goldstein
50%
50%
f_goldstein,
User Rank: Moderator
6/28/2017 | 7:56:26 PM
Re: Nope
Comcast is pretty smart at the highest level, knowing how much to spend on acquisitions, doing big deals, etc. But at the operational level, it's the old Chrysler Corp., where an insistence on squeezing every last dime out of every process creates failure, not higher profit. This is a comapny that makes every effort to show its customers that it truly hates them, no matter how much they pay. Tech tools don't help when the systems and human processes are both so utterly hostile to users.

Their X1 platform has a lot of clever tech in it, but it's stil utterly user-hostile, with the UI version of jagged sharp edges all over it. We were forced into it and none of the family can stand it. Testing? What's that? And its use of the cloud just slows down responsiveness. Buzzwords are no substitute for actual user testing.
kq4ym
50%
50%
kq4ym,
User Rank: Light Sabre
6/28/2017 | 12:42:35 PM
Re: Nope
The claim that they projected a "40% reduction in the duration of customer problems" and ended up with double that to about 80% seems pretty remarkable although what they define as reduction in the duration of problems might be a little bit sketchy if you looked at other customer complaints as well.
Mitch Wagner
50%
50%
Mitch Wagner,
User Rank: Lightning
6/18/2017 | 4:02:41 PM
Re: Nope
Both are necessary. The company needs the tools and the will to use them. 
danielcawrey
50%
50%
danielcawrey,
User Rank: Light Sabre
6/17/2017 | 1:24:16 PM
Re: Nope
I thought the big problem was on the consumer side of the business?

Look, if Comcast is doing a terrible job with businesses, they would just leave. With the consumer side, that's a bit harder. 
KBode
50%
50%
KBode,
User Rank: Light Sabre
6/16/2017 | 3:00:10 PM
Re: Nope
I agree completely. There's almost an active disdain for consumers at many of these companies that filters from the top down.

And many of the problems (like substandard subcontractor hiring processes, or the lack of competition that allows less organic punishment for poor service) aren't fixed magically by the cloud. 
Phil_Britt
50%
50%
Phil_Britt,
User Rank: Light Sabre
6/15/2017 | 10:36:24 PM
Re: Nope
I fully agree. I'm in a locality with more than one provider. I switch to Comcast a decade ago for a "deal." The first day I was sorry as they would put the cable into the house only "at the closest spot," not where I wanted it. It was a one-year deal, I went back to the other provider as soon as I could. Comcast offers somewhat better speed, plus remote WiFi connections, but the terrible customer service means I wouldn't switch and I would dread a corporate merger between the two.
Duh!
100%
0%
Duh!,
User Rank: Blogger
6/15/2017 | 4:50:43 PM
Re: Nope
More important, business processes,systems, training, on-shoring, network upgrades.  They're making credible efforts, but have a long way to go.
macemoneta
50%
50%
macemoneta,
User Rank: Light Sabre
6/15/2017 | 3:08:22 PM
Nope
Technology won't change customer dissatisfaction. It's a culture change that's required, 
More Blogs from Wagner’s Ring
AppViewX extending its toolkit for app deployment and orchestration to automate manual processes and help network operators save time.
Apple CEO Tim Cook signals a new enterprise push in a joint appearance with Cisco CEO Chuck Robbins, presenting possible new enterprise business opportunities for service providers.
Hungry for attention as a public cloud provider, Oracle lands a major customer in AT&T.
Facebook is building out its networking infrastructure to provide for the needs of nearly 2 billion active users.
Featured Video
From The Founder
Light Reading founder Steve Saunders grills Cisco's Roland Acra on how he's bringing automation to life inside the data center.
Flash Poll
Upcoming Live Events
March 20-22, 2018, Denver Marriott Tech Center
March 22, 2018, Denver, Colorado | Denver Marriott Tech Center
April 4, 2018, The Westin Dallas Downtown, Dallas
May 14-16, 2018, Austin Convention Center
All Upcoming Live Events
Hot Topics
MWC 2018 Threatens to Be 5G New Radio Bore
Iain Morris, News Editor, 1/10/2018
Sprint Says No to mmWave, Yes to Mobile 5G
Dan Jones, Mobile Editor, 1/11/2018
Altice USA Embraces Home-Alone Strategy
Alan Breznick, Cable/Video Practice Leader, Light Reading, 1/11/2018
Huawei Still Knocking on US Door – but AT&T Deal Thwarted
Ray Le Maistre, International Group Editor, 1/9/2018
Animals with Phones
Customer Support Done Right Click Here
"You've reached 'Who's a Good Boy?' How can I direct your call?"
Live Digital Audio

A CSP's digital transformation involves so much more than technology. Crucial – and often most challenging – is the cultural transformation that goes along with it. As Sigma's Chief Technology Officer, Catherine Michel has extensive experience with technology as she leads the company's entire product portfolio and strategy. But she's also no stranger to merging technology and culture, having taken a company — Tribold — from inception to acquisition (by Sigma in 2013), and she continues to advise service providers on how to drive their own transformations. This impressive female leader and vocal advocate for other women in the industry will join Women in Comms for a live radio show to discuss all things digital transformation, including the cultural transformation that goes along with it.

Like Us on Facebook
Twitter Feed