Custom-built, outdated, and siloed
enterprise applications
Agents were experiencing inconsistent information and lack of connection across the customer journey, increasing the time they spent on each interaction.
Sometimes, it’s a human problem before a technology problem.
In this case, we first worked to reorganize their team under one umbrella to eliminate silos.
The result? We were able to partner in building their ambitious next generation cross-platform application, Celestial, that serves all of their key service channel employees.
How we did it
Cross-functional teams working on Celestial ensure that different parts of the broader experience are connected, learning from each other, and always moving towards shared goals.
The unified platform is simpler to maintain and easier to update while consolidated data sources and user-driven design ensures consistency, accuracy, and reliability throughout the customer journey.
Modern technologies like AI enable Comcast to provide a more personalized and efficient customer experience.
Outcomes
NPS Score Increase (Einstein) -20/+50
NPS Score Increase (Mercury Chat) -47/+43
Reduction in Design Time (XM360 Design System) 20%
Total cost savings 10 cents per customer interaction