How Comcast’s Xfinity Home is using Analytics and more to Drive Business Decisions

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xfinity home

By: Comcast’s Shuvankar Roy, vice president, Xfinity Home and Neeraj Grover, director of business analytics and reporting, Xfinity Home

Q: Why are analytics right to use to drive business decisions?

A: Analytics can help to identify the actual pain points in many parts of the business, including the customer journey. By using analytics, it’s easy to prioritize initiatives and avoid making decisions based on hypothesis, with no evidence to back up your work. Data offers significant insights into your business and can help you to course correct, as needed. Additionally, data can help you to define goals, make forecasts based on trends, patterns or the season.

To give an example, we here at Comcast are hyper-focused on customer satisfaction. For us, it is imperative to gain insights into our customers’ interactions with our front-line employees, such as technicians and customer service representatives, to help serve them better. Measuring the net promoter score or NPS at all levels including transactional, products, and employees help us to identify pain points that customers may experience from our service and products. Without these insights, we would not be able to improve or change processes and better serve our customers at every level.

Q: What type of analytics are essential?

A: To a large extent it depends on the maturity of the organization. To start with, you need Business Intelligence tools to identify and measure leading and lagging indicators. With this level of analysis, you will be able to understand what is driving an uptick and what may be causing a downward spiral.With Business Intelligence, your organization will be able to start predicting what is happening and provide corrections as needed.

As the organization matures and starts collecting more and better quality data, consider digging deeper beneath the numbers by using machine learning algorithms. These can provide further insights into top factors impacting your KPIs and help come up with a few “if-then” solutions that may help improve your metrics. We recommend testing each solution separately to see if the outcome actually enhances the indicators you want to influence.  The tests help foray from predictive into prescriptive analytics.

A particular type of Analytics can also be used for specific applications. For instance, Artificial Intelligence when paired with chatbots can offer your customers immediate access to assistance, and the text analytics can also help provide insights into areas that may need improvement.

Adoption of technology that leverages analytics to solve issues could become the critical differentiating factor to improve service delivery.

Q: With so much data/analytics that exist within a company, what are some best practices to narrow down the data that matter the most?

A: We see three factors of success for any projects: rely on extensive domain knowledge, be very skeptical of visible past trends and don’t  overanalyze,

Providing enough domain knowledge at each step of the way is key to identifying the most relevant data for any analytics study. The structure that works the best for us is having the analytics and business intelligence teams work carefully (or at times embedded) within the business units. This ensures that there is participation from subject matter experts to provide real-time feedback as insights are provided. The input and validation from SMEs ensure that the right data elements are being considered.

The other factor is to be very skeptical of apparent past trends as market conditions evolve. Lastly, avoid over analysis. In some cases getting 80 percent, accurate data is sufficient to understand directional and correct patterns which can help you make timely decisions. Avoid the pitfall of ensuring 100 percent accuracy as you may miss the opportunity to course correct in time.

Q: What type of business decisions can be made based on analytics?

A: Many decisions can be made based on analytics, but it’s important to look at the whole picture such as market conditions and what’s going on in the world. As you begin to make decisions based on analytics keep in mind these key points:

Analytics may be wrong sometimes as correlation is different from causation so take immediate corrective actions when you realize the change that was implemented is not working. Don’t be afraid to pivot and move on to another solution.

Prioritize analytics initiatives based on business goals. You can get a lot of data, and there may be many areas that need to be fixed, but you can’t do it all so narrow in on the few that will make the most significant impact to your business and go from there.

At times, be sure to complement data with other approaches. Sometimes it’s essential to conduct a few focus groups or review processes to find the triggers leading to the lagging data.

Q: Can you share an example where you made some critical business decisions based on the analytics?

A: Losing customers or churn is a measure that is key to most businesses. A while back our team leveraged decision trees and other machine learning algorithms to predict the type of customers that may have a high propensity to churn, and we identified key factors that led to it. The outcome of the machine learning algorithms identified customer engagement – the lack of activity and usage with the service – as the most impactful predictor of customer churn.

The importance of this factor led our teams to dig deeper into customers’ engagement with their services, their tenure, the services they have subscribed, and their preferred channels of engagement with us. This led to further insights into how our customers engage with each product and what service delivery steps could help drive customers to have a better experience. Ultimately, we found that customers who participate with or used the product(s) regularly led to more satisfaction with their service, which lowered churn.

Xfinity Home touch-screen

As the IoT space expands with more and more devices in a secured and connected home, the value for AI to help further improve customer service will be imperative.  Machine learning supported chatbots will become more sophisticated as they can scan for any system issues or other similar customer issues and quickly help to resolve and respond to customers. This level of customer care and service can be provided at an increased scale and response time will be quicker without adding to the cost of operations –the cost to provide the best customer service may even decrease.

The post How Comcast’s Xfinity Home is using Analytics and more to Drive Business Decisions appeared first on ReadWrite.

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XFINITY Stream app gets fingerprint support for parental controls

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Comcast’s switch from XFINITY TV to XFINITY Stream about a year ago was met with lots of criticism for a number of reasons, and based on the latest Google Store reviews, users still aren’t very happy. But here’s something that might cheer you up: fingerprint authentication has been added for parental controls.

WHAT’S NEW

  • Gain faster, easier access to your Parental Controls by using fingerprint authentication instead of a PIN.
  • We’ve worked out a few code improvements and fixed some bugs to enhance your overall experience.

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IDG Contributor Network: How Xfinity Mobile is doing in wireless

In May of last year Xfinity Mobile entered the wireless marketplace as a competitor. Since that time, everyone is wondering how they are doing. After meeting with them, getting a better understanding of their strategy and seeing their performance, I would say, so far, they are on target. However, their growth strategy is different than you may think.

It’s important to understand the reasons Comcast entered wireless and why they have different goals. They are not taking the same strategy as the top four wireless competitors, namely Verizon Wireless, AT&T Mobility, T-Mobile and Sprint. These four are all competing with each other, trying to win market share in more traditional ways.

To read this article in full, please click here

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Xfinity Mobile launches Bring Your Own Device program

Xfinity Mobile iPhone

After launching in mid-2017, Comcast’s Xfinity Mobile service has slowly been improving by expanding availability and growing its device lineup. Now Xfinity Mobile is rolling out a new feature for its customers.

Xfinity Mobile customers can now bring their own device onto the service. Select unlocked iPhone models are available for Xfinity Mobile’s Bring Your Own Device (BYOD) feature to start, including the iPhone X, iPhone 8, iPhone 7, iPhone 6s, iPhone 6, iPhone 5s, iPhone 5, iPhone 5c, and iPhone SE. You can go to this page to determine if your specific iPhone model is compatible.

If your device is compatible with Xfinity Mobile’s BYOD program, you can bring it in to an Xfinity store and a representative will help you activate it on Xfinity Mobile. If your device isn’t compatible, you may be able to trade it in to Xfinity and get a gift card to use for upgrading to a new device.

Additional devices are expected to be added to Xfinity Mobile’s BYOD program later in 2018.

Letting customers bring their own device when switching to a new network can help convince them to switch. Not only does it make the switching process easier since they can keep their phone rather than upgrading to a new device and transferring their data over, but it’s also cheaper since they don’t have to shell out hundreds for a new device.

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Why Bringing Your Own iPhone to Xfinity Mobile Might Be a Good Idea

Comcast’s Xfinity Mobile cellular service is now offering an in-store “Bring Your Own Device” option for owners of certain unlocked iPhone models.

Of course, that news will likely only mean something to those who have heard of the Comcast mobile plan. If you have no idea what Xfinity Mobile is, you’re probably not alone. Here’s everything you should know about the nascent cellular service.

What Is Xfinity Mobile?

Xfinity Mobile, basically, is a low-cost cellular plan that Comcast rolled out last year. It’s only available to people who already subscribe to the firm’s Xfinity mobile broadband service.

The service also has some unique characteristics (some of which we’ll get to later), including the fact that your device is automatically switched from cellular data to Xfinity Wi-Fi when hotspots are available.

Despite its quirks, the service has seen some surprising success in a market already dominated by juggernaut rivals. According to Bloomberg, Xfinity Mobile hit 200,000 subscribers in October 2017 — less than five months after it launched.

Xfinity Mobile Pros

  • Basically, if you’re already a subscriber to Comcast’s Xfinity broadband, the budget-friendly Xfinity mobile might be a decent option for you. As Comcast is the largest broadband and cable provider in the country, there are probably quite a few people reading this already subscribed to Xfinity.
  • Xfinity Mobile could also be an economical solution for those who just don’t use that much data. It offers a unique “Pay By the Gig” option, where each gigabyte of data is $ 12 and users are only charged for the gigs that they use. Also on the table is a $ 45-a-month unlimited plan (although it’s throttled after 20GB).
  • Xfinity Mobile also uses Verizon’s networks. And while the competition in terms of fastest internet speeds is usually neck-in-neck, Verizon does have some of the speediest in the country.

Xfinity Mobile Cons

  • The main catch is that you have to be a subscriber to Comcast’s Xfinity broadband. If you don’t use it, then Xfinity Mobile isn’t an option for you — and it’s probably not worth switching from your own broadband provider.
  • Similarly, for the most part, you can’t bring your own device to the network. As stated above, the company has recently offered an exception for certain unlocked iPhone devices. But any Android users or owners of carrier-locked iPhones are just out of luck. You either have to purchase or rent a device from Comcast.
  • Lastly, and this is important, if you’re already a Xfinity subscriber and you get Xfinity Mobile, you’ll have another reason to possibly deal with Comcast’s infamously bad customer service. Just something to keep in mind.

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Over a year ago, Comcast revealed that it was working on an Xfinity app for Android TV. It was part of the ‘Xfinity TV Partner Program,’ designed to make its television service available on smart TVs and internet-connected streaming boxes. That way, you wouldn’t have to lease a cable box (unless you didn’t want TV congesting your home internet network) – just install the app and start watching content.

It has taken a while, but Comcast is finally getting ready to release the app.

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Android TV app for Comcast Xfinity coming in 2018, but only for Sony TVs at first was written by the awesome team at Android Police.

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Xfinity Mobile is now available across Comcast’s entire nationwide retail network

Back in April, Comcast announced that it was entering the wireless game with Xfinity Mobile. It promised ”a new kind of network” and the plans actually weren’t too bad, with $ 12 per GB, a $ 45 unlimited tariff, and discounts for Xfinity home internet customers paying for the more expensive packages. 18 million Wi-Fi hotspots are also accessible, helping to keep cellular data costs down. Xfinity Mobile has now been rolled out across all of Comcast’s service areas.

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Comcast brings Xfinity Mobile nationwide, iPhone users must buy or rent

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Four months after a limited initial launch, Comcast on Thursday expanded its Xfinity Mobile service to all Xfinity internet customers across the U.S., with some other limitations in tow — most notably that people buy or rent a new phone.
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