XFINITY HOME June 2017 COMCAST Corporation (Nasdaq: CMCSA, CMCSK) A - - PowerPoint PPT Presentation

XFINITY HOME

June 2017

7/1/2017 COMCAST CONFIDENTIAL XFINITY Home

A global media & technology company

COMCAST Corporation (Nasdaq: CMCSA, CMCSK)

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7/1/2017 COMCAST CONFIDENTIAL XFINITY Home

COMCAST – XFINITY Experience XFINITY TV featuring X1

• Hundreds of channels
• Live streaming across all screens
• Revolutionary cloud-based DVR

XFINITY Voice

• Unlimited calls to nearly half the world
• Take your home phone on the go
• More than a dozen great free features

XFINITY Internet Service

• Speeds up to 2Gig
• Fastest, most reliable in-home WiFi
• Free access to millions of WiFi hotspots

XFINITY Home

• 24/7 professional monitoring
• 24/7 video recording and Works with XH
• Remote access and control from one app

7/1/2017 COMCAST CONFIDENTIAL XFINITY Home

XFINITY Home is an integrated security and home control offering that is customizable and configurable to match customer lifestyles.

Gives you peace of mind with a total home security solution

• 24/7 security with professional monitoring you can arm or disarm remotely
• Battery and cellular back-up in the event of a interruption
• Smoke monitoring and water detection alerts

Look after your home, family and valuables from anywhere

• Real-time text and email alerts (open, unlock, motion, etc.)
• View live video monitoring anywhere
• Turn your lights on or off with remote lighting control
• Adjust your thermostat remotely to save on your energy bills
• Control your XFINITY Home service and view video monitoring right from your TV, only with

XFINITY X1

• Voice control from your X1 voice remote
• Save by bundling XFINITY Home with your other XFINITY services

Today the Smart Home market is filled with cool devices, but XFINITY Home is an integrated solution providing customers an unmatched offering.

What is XFINITY Home?

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7/1/2017 COMCAST CONFIDENTIAL XFINITY Home

5.7 7.9 10.0 14.2

US Households with Connected Security

(in Millions) 5

XFINITY Home Growth

2016 2020 2017 2018 2019

IoT smart home devices per connected HH More Devices Per HH increases Platform Need

+15.7% CAGR

2.2 2.9 3.9 5.2 7.2

2015

1.7

Connected 26.0 2016 27.7 30.9 2017 Legacy 2020 2015 23.7

7/1/2017 COMCAST CONFIDENTIAL XFINITY Home

Sales Segment Opportunities

7/1/2017 COMCAST CONFIDENTIAL XFINITY Home

Transfer issue identified through segment sizing exercise

Customer Experience Escalation

XFINITY Home Call Center Bulk Call Center

Customer

7/1/2017 COMCAST CONFIDENTIAL XFINITY Home

Apartment/HOA Center of Excellence

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First point of contact is BULK COE

• Residents are routed to Apartment/HOA call center for all services
• Divisions implemented Pitch & Transfer model to different call center
• Inconsistent Pitch & Transfer processes logic
• Low call center employee confidence in process due to poor customer experience

Opportunities to boost experience and performance

• Call center agents are not familiar with new product or pitch techniques
• Apartment/HOA call center pits & transfer logic is not optimized
• Low new product sales volume

7/1/2017 COMCAST CONFIDENTIAL XFINITY Home

Actions

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Recommend Core Product Sales Package

• r Upgrade

BULK Pitch & Transfer Process IVR BULK/MDU Generate interest in Xfinity Home Transfer to XH COE Accepted? End Call

No Yes

Add XH Lead Tracker Code to Work-order in Biller Warm Transfer to Dedicated XH COE Team

Standardize Pitch & Transfer process

• Establish a sustainable Pitch & Transfer routing

logics and transfer processes.

• Validate logic for support requests
• Validate logic for sales requests
• Update agents account access profiles for

Apartment/HOA access

• Update rate codes to allow Apartment/HOA dwelling

types eligible for new product services

• Provide communication and training on updated

process

• Update reporting to track new call volume

THANK YOU