LilG_UCXE

Question 1

What Viva Engage and/or Teams page can you go to learn from your teammates and share your own best practices for supporting Unrivaled CX?

Answer 1

Unrivaled CX Influencer

Question 2

What Unrivaled CX Experience Workflow is defined as: ‘Earned Customer Growth/Loyalty, Moments that Matter, Engagement & Recognition’?

Answer 2

Xfinity Love

Question 3

What are the incentive programs based on achievement of our Customer Experience ScoreCard/CES metrics?

Answer 3

“Bonus programs (Frontline Bonus/FLB and Comcast Incentive Plan/CIP)”

Question 4

What are the Workstreams under the Unrivaled CX Experience Workflow umbrella?

Answer 4

NPS Work Practices

Question 5

Name the 7 Unrivaled CX Experience Workflows.

Answer 5

Xfinity Love, NPS work practices, Reliability, Customer and teammate effort, Customer Experience Scorecard (CES) 2.0, CX Communications and One Quality

Question 6

What initiative is made up of 6 core workflows and is our framework to becoming a best loved brand?

Answer 6

Unrivaled CX or Unrivaled Customer

Question 7

Celebrate and create brand love moments to give customers and prospects more positive things to talk about to increase earned customers

Answer 7

Xfinity Love

Question 8

Drive CX focus across all Journeys and bolster NPS work practice engagement throughout the enterprise

Answer 8

NPS Practices

Question 9

Create a continuous drumbeat of Unrivaled messaging to keep the story top of mind for all employees

Answer 9

CX Communications

Question 10

Be recognized as a world class leader in reliability with best-in-class experiences that people can trust

Answer 10

Reliability

Question 11

Enhance customer satisfaction and loyalty by minimizing the effort required to achieve their goals and resolve issues

Answer 11

Customer + Teammate Effort

Question 12

Reimagine the Customer Experience Scorecard to better align with both our customer and teammate needs

Answer 12

CES 2.0

Question 13

Aligned on customer interaction rhythm (guides the conversation using repeatable steps and Quality Behaviors)

Answer 13

One Quality

Question 14

What group’s role is to ‘Stay focused on reducing customer effort by leveraging our Quality Behaviors and solving customer concerns the first time, every time’?

Answer 14

Frontline Teams

Question 15

What group’s role is to ‘Focus on ways to improve Transactional NPS and Relationship NPS (Residential and Commercial)’?

Answer 15

Leadership and HQ Teams

Question 16

What group’s role is to ‘Double down on NPS work practices to identify opportunities to reduce customer effort.’?

Answer 16

All of Us

Question 17

What group’s role is to ‘Activate promoters through Xfinity Love to show our customers appreciation and drive growth through referrals’?

Answer 17

All of Us

Question 18

What percentage more likely are representatives who receive strong recognition to be proactive innovators?

Answer 18

33

Question 19

What percentage lower is voluntary turnover in companies with effective recognition programs?

Answer 19

31

Question 20

What is the amount of compliments received via thx@comcast.com, social media, handwritten letters, NPS surveys and executive emails?

Answer 20

12.688

Question 21

When teammates send Xfinity Love to customers to celebrate moments in their lives, what percentage feel more positively about Xfinity?

Answer 21

81

Question 22

What are the 3 key principles of NPS tied to our Unrivaled CX Experience?

Answer 22

Listen, Learn, Act

Question 23

What are Callbacks and Writebacks part of in our Unrivaled CX Experience?

Answer 23

Listen

Question 24

What are Elevations part of in our Unrivaled CX Experience?

Answer 24

Learn

Question 25

What are Huddles part of in our Unrivaled CX Experience?

Answer 25

Act

Question 26

The colors associated with the 6 Unrivaled CX Experience Workflows match what important brand emblem?

Answer 26

the peacock, or NBC peacock, or peacock’s feathers

Question 27

How long has Festive Fleet been engaged?

Answer 27

10 years