Read this article about Comcast, one of our finalists, in the category Best Operational Excellence Project under 90 Days, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.
At Comcast, we know that customers who have a seamless WiFi service experience translate into strong customer experience Net Promoter scores (NPS) for the Company. In contrast, if a customer has even one connectivity or other WiFi service issue, their NPS scores drop quickly.
On July 25, 2018, Comcast’s West Division Customer Experience and Communications teams created a moment in time called “WiFi Day,” established to give employees the knowledge to get every customer’s WiFi service right the first time. Dedicating a day underscored the importance of WiFi to Comcast’s core business, by ensuring employees had the time to participate in WiFi Day learning sessions.
WiFi Day’s call to action was for every leader, frontline, and shared services employee to own the end-to-end WiFi experience in the home. By leveraging frontline leaders – called WiFi Champions – to deliver the learnings to their teams, we galvanized support and created a successful event.
Our challenge was to create training content that would resonate with every employee, anywhere in business — from a long-term frontline technician to a new generalist in human resources. To get it right, we looked to the company’s experts and our frontline employees for their view of the knowledge gaps.
We gathered technical knowledge and then translated their “tech-speak” into universal language to educate employees about how Comcast WiFi products get delivered, work in customer homes; and how we can optimize their performance in the areas of WiFi Speed, Coverage, and Control.
The centerpiece of WiFi Day was coordinated learning sessions that provided the foundation of WiFi information we wanted every employee to learn. To present a consistent learning experience, WiFi Day training sessions included the following:
More than 95% of the West Division’s 22,000 employees participated in a WiFi Day training session on July 25, 2018. The results of the post-meeting survey showed employees rated WiFi Day content a 4.33 out of a possible 5 points.
The business has also benefitted from positive results in the form of fewer customer trouble calls and technician visits, as well as employees adopting the positive behaviors outlined during the training. Comcast is receiving 13 basis points fewer trouble calls per day and 28 basis points fewer transfer calls to advanced technical support related to intermittent high-speed data or WiFi issues. Not only does that indicate more satisfied customers, but fewer customer calls translates into fewer technician visits; and with the average truck roll averaging $75.00, that reduces costs.
One employee who participated in WiFi Day used what she learned to help her parents maximize their WiFi experience with immediate results.
“We immediately saw speeds increase on ALL of their devices. They are thrilled with their WiFi now. Thank you for WiFi Day! I hope this story inspires more to be WiFi Ambassadors!”
~ Comcast Business Partner Development Manager
The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.
The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®.
The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.
The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™
BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.
It also hosts the Business Transformation & Operational Excellence Awards, which showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.
The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.
With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.
There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.
The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including
All-day Refreshment & Themed Breaks
1¼ Hour Hot Breakfast Networking Sessions
1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables
1½ Hour Roundtable Sessions by Topic & Industry Sector.
Keynote & Themes Panel Sessions
Hosted Welcome Receptions from 5.30pm
Expanded more lavish Awards Program
Newly launched Night Summit for attendees to meet after dinner
For more information or to discuss the summit in more detail please schedule a call below,
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