Can Comcast Beat Customer Hate With a Private Cloud?
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 Editor, Enterprise Cloud News