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

XFINITY HOME June 2017

COMCAST Corporation (Nasdaq: CMCSA, CMCSK) A global media & technology company 2 COMCAST CONFIDENTIAL XFINITY Home 7/1/2017

COMCAST – XFINITY Experience XFINITY Internet Service XFINITY Home • • Speeds up to 2Gig 24/7 professional monitoring • • Fastest, most reliable in-home WiFi 24/7 video recording and Works with XH • • Free access to millions of WiFi hotspots Remote access and control from one app XFINITY TV featuring X1 XFINITY Voice • • Hundreds of channels Unlimited calls to nearly half the world • • Live streaming across all screens Take your home phone on the go • • Revolutionary cloud-based DVR More than a dozen great free features COMCAST CONFIDENTIAL XFINITY Home 7/1/2017

What is 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. 4 COMCAST CONFIDENTIAL XFINITY Home 7/1/2017

XFINITY Home Growth US Households with Connected Security (in Millions) 30.9 27.7 26.0 23.7 +15.7% 14.2 10.0 CAGR 7.9 Connected 5.7 Legacy 2015 2016 2017 2020 1.7 2.2 2.9 3.9 5.2 7.2 2015 2016 2017 2018 2019 2020 IoT smart home devices per connected HH More Devices Per HH increases Platform Need 5 COMCAST CONFIDENTIAL XFINITY Home 7/1/2017

COMCAST CONFIDENTIAL XFINITY Home 7/1/2017

Sales Segment Opportunities

Customer Experience Escalation Transfer issue identified through segment sizing exercise XFINITY Bulk Home Call Call Center Center Customer COMCAST CONFIDENTIAL XFINITY Home 7/1/2017

Apartment/HOA Center of Excellence 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 9 COMCAST CONFIDENTIAL XFINITY Home 7/1/2017

Actions Standardize Pitch & Transfer process • BULK Pitch & Transfer Process Establish a sustainable Pitch & Transfer routing logics and transfer processes. IVR • Validate logic for support requests BULK/MDU • Validate logic for sales requests • Update agents account access profiles for Recommend Core Product Sales Package or Upgrade Apartment/HOA access • Update rate codes to allow Apartment/HOA dwelling Generate interest in types eligible for new product services Xfinity Home • Provide communication and training on updated process No Transfer to End Call XH COE • Update reporting to track new call volume Accepted? Yes Add XH Lead Warm Transfer to Tracker Code to Dedicated XH COE Work-order in Team Biller 10 COMCAST CONFIDENTIAL XFINITY Home 7/1/2017

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