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Quarterly Business Review
We are thrilled to share the DXP Strategy & Excellence Q4 and full year business results, which is an important part of DXP’s cross-functional efforts to drive connects, activity optimization, and an Unrivaled CX by focusing on continuous NPS/quality improvements, A/B testing, break/fix resolution, and our end-to-end digital vision & strategy. Below is an executive summary. Please don’t hesitate to reach out to our team if you have questions or would like to learn more.
Executive Summary
We are reviewing all opportunities within CXSO to share this and the rest of DXP’s results, including the CXSO QBRs going forward. - Laura
Highlights
Double clicks on issues in progress and recently resolved
Price Rise AIQ Banner Defects
Found in the Price Rise Audit the AIQ Banner on the Homepage & Billing page had two different defects.
Findings
The first defect was that for some customers it was taking up the full page with the icon.
It was confirmed the image sizing was incorrect and a change was pushed through Akami to get it corrected within the day.
The second was for the link out to the FAQ Learn page rather than opening the page in the same window it was popping out into a smaller page.
The banner leading to an incorrect pop out was corrected by updating the configuration to have it opening in a new tab rather then condensed window.
Xfinity App adding additional AIQ Cards | Future Outage & HSD Troubleshooting
Found two opportunities to better support customers while embracing the "Own It" and "Discover Needs" quality standards were discovered in a Predictive Card Audit in Q1 2024 and re-raised during IVR Disaster Recovery preparation.
- The Xfinity app supported all outage types except for future outages.
- There was a special card that suggested troubleshooting based on customer data, but it wasn't available to everyone.
Fix Deployed
The DXP Experience & Platforms teams worked with Connected Living to confirm the Xfinity App had proper context so the AIQ cards could be triggered, and updated the context to match app best practices.
This opportunity was completed as part of the IVR Disaster Recovery work.
Xfinity App adding ITGs for HSD troubleshooting
Issue
During a Troubleshooting Audit in Q3 2024, we found the Xfinity App didn't have an organic entry point into HSD ITGs. The Ideal Interaction strategy and digital messaging say that ITGs are the best troubleshooting tool. We wanted to bring parity across our unassisted channels by enabling customers to navigate down this path while still embracing the existing troubleshooting in the Xfinity app for speed tests and reboot.
Fix Deployed
Connected Living added an entry point on the WiFi and Service Tabs (shown on the WiFi Tab) for troubleshooting with a ‘Need help now?’ option. This links into XA where the customer can select their issue and be routed to the proper ITG to troubleshoot.
Audits & Standards
Experience Audit Repository 2025 | Quality Calibration Repository 2025
Q1 Experience Audits & Quality Calibrations
Quality Calibration Schedule
- February 10th – Price Rise
- February 24th – XM troubleshooting
- March 19th – Moves
- April 14th – Order Confirmation
Got an idea for a Quality Experience Audit or Quality Calibration?
Ask Me Anything (AMA) Quality Audit
Follow up to A/B Experiment 1473
XA | AMA SkillsKit Integration Phase 1 | 10 intents
Hypothesis - If we integrate AMA within SkillsKit to enable 10 SK intents (driven by utterances w/specific entities) to directly call AMA to generate responses, then will see an increase in containment rate because customers will have their questions/issues answered without needing an agent's assistance.
Summary - Currently in Xfinity Assistant (XA), only utterances deemed eligible by CDE (via static filters & a router model) are sent to AMA for responses. In this test, we integrated AMA into SkillsKit to allow for content authors to determine which intents can be handled by AMA without needing to go through CDE for eligibility checks.
The integrated AMA response drove inconclusive results to our business KPI’s, likely indicating that the AMA model may require further refinement to address customer needs without needing additional agent support. However, the test confirmed no negative impact and better aligns to business goals.
Business Metrics
With the decrease in Issue Resolution Rate and tNPS, the Quality Team conducted an audit to understand how to improve the experience & learnings for future AMA expansion
Quality opportunities identified reviewing AMA sessions focusing on the 10 Content Codes
Additional quality opportunities have been layered into the following themes
Opportunities to improve customer effort
Reduce channel hand-offs - We are providing responses that are asking our customers to move into different channels to do tasks that this channel can handle.
Provide direct links or URLs - We have some responses leveraging content that on the H&S article are leveraging deep links but within the AMA response are giving vague instructions. This requires the customers to navigate into the article or search for that area of the site.
Send to TV Troubleshooting ITG - When customers are asking for TV support, the AMA articles are articulating through the basic steps to restart their device, rather than leveraging an ITG. Experiment opportunity into leading to ITG over AMA recommended to embrace the ideal interaction strategy.
Refine or remove "Contact Xfinity" instructions - Articles have content that on their own is useful but when being pulled into AMA responses in XA it is causing confusion. E.g. responses mentioning ‘Reach out to Xfinity Assistant’ or ‘If your problem persists you can contact Xfinity for further assistance either through online chat or by calling a Comcast representative’.
NPS Trends
Fiscal February Unassisted tNPS Comparisons & Callouts
Everybody plays a part in the Customer Experience - Empowering NPS Self-service
Looker Verbatim Dashboard
Goal
Be our go-to source for qualitative NPS insights by leveraging Looker to customize the NPS verbatim buckets
- Verbatim Topics Trends - view categorized verbatim trends over time
- Verbatim Viewer - read verbatims
Key notes
- Only ~50% of surveys have verbatims w/ -51 NPS so there is bias towards detractor feedback
- With only 1 classification per verbatim, disposition priority has to be set. This is easily configurable as we analyze and learn what's most useful to prioritize for tracking.
- Views dating back to 2022
- Continuously evolving and refining keyword tagging to maintain in concert with new initiatives
Action ID Dashboard
Goal
Be our source-of-truth for Action IDs in CES and pilot
- Action ID Documentation
- ”How-to” Documentation
Key notes
- Supporting documentation and experience screenshots are still being updated
- Working to add in the Action ID score impact automatically
What customers are saying about OTTs
Every day, the Digital NPS team analyzes customer comments from Medallia surveys. Customer feedback is key to driving meaningful improvements. This month, take a peek into a selection of customer feedback about OTTs (Over-the-Top Subscriptions) like Netflix, Hulu, and Peacock.
Response & Prevention
Part of Response and Prevention is investigating escalations that help inform how we can prevent issues around quality in the future. Here's an example of a recent deep-dive into a customer escalation that resulted in several actions.
Customer's touchpoint in Dotcom viewed via Quantum Metric
Want to read more about the outcomes of this escalation? Click here for more.
Quality Trials
Trials Calendar
Xfinity Shop Assistant - Prospects
Experience Summary - Infuse an interactive, generative AI-driven experience into the acquisition purchase journey on dotcom to drive HSD sales.
The Xfinity Sales Assistant will make recommendations trained on various internal and external call/chat logs, Xfinity product and offer content, and agent training documents to guide prospects to the best-fit plan for them and usher them through checkout.
What's the benefit?