A study of Comcast and the Local Culture in Savannah, GA
TABLE OF CONTENTS INTRO 4-7
INTRODUCTION
THE TEAM 8-9
ABOUT THE TEAM
RESEARCH PLAN 10-11 RESEARCH PLAN
ABOUT COMCAST
12-13 MISSION 14-15 COMCAST CORPORATION MIND MAP
SECONDARY RESEARCH
18-19 INTRO TO SECONDARY RESEARCH 20-21 POPULAR MEDIA SCAN 22- 23 KEY FACTS 24-27 INNOVATION EVOLUTION MAP 28-29 TEN TYPES OF INNOVATION 30-31 STAKEHOLDERS MAP 32-33 TRENDS MATRIX 34-35 TEN TYPES OF INNOVATION 36-37 INDUSTRY DIAGNOSTICS MAP 38-39 COMPETITORS-COMPLEMENTORS MAP
PRIMARY RESEARCH 42-43 44-47 48 49 49 50-51 52-53 54-55
INTRO TO PRIMARY RESEARCH RESEARCH MATRIX OBSERVATION JOURNEY MAP FOR STORE VISIT JOURNEY MAP FOR CALLING CUSTOMER SERVICE INTERVIEWS SURVEYS CULTURAL PROBES
AFFINITY 58-59 60 61 62 63 64-65 66-67 68-69
INTRO TO AFFINITY YELLOW STAGE BLUE STAGE PINK STAGE GREEN STAGE CONNECTION MAP OF PINK STICKY NOTES 200 CONCEPTS VALUE MAP
C|A|S 72 73 74-75 76-77 78-79 80-81 82-85 86-87 88-89 90-91
DOUBLE DIAMOND OPPORTUNIY, HOW MIGHT WE, WE PROPOSE INTRO TO C|A|S C|A|S OVERVIEW OTHER FEATURES INTRO TO C|A|S APP APP OVERVIEW PARTNERSHIPS C|A|S PRICING CONCLUSION
SHOWCASE 94-95 96-97
INTRO TO SHOWCASE SHOWCASE
REFLECTION 98-99
REFLECTION
REFERENCES 102 103-105 106
REFERENCES: TRENDS MATRIX REFERENCES: POPULAR MEDIA SCAN + KEY FACTS REFERENCES: INNOVATION EVOLUTION MAP
INTRO
As ethnographers, our focus is to research and deliberate through a variety of methods, allowing us to connect with others. Our team choose to study the Local Culture of Comcast, to give us an understanding why the companies reputation in Savannah is no good. We noticed as the world shifts and is becoming more digitized, we found a process, a possibility and people that make Comcast an integral aspect of the home and workplace. Our goal from this study is to gain an expertise in the field by using the right tools and thereby contribute to a design process by creating products, services and systems. This Process Book will highlight the basics of ethnography as applied to our area of study, were it breaks down the tools used from 101 Design Methods by Vijay Kumar. Using them to find Comcast’s and their user’s voice throughout their experience.
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THE TEAM
NĂĄbila DĂaz MFA Design Management
8
Rucha Virkar MA Design Management
Archana Mani MA Industrial Design
Oscar Liaw MFA Service Design
9
RESEARCH PLAN Week 1
Week 2
Week 3
Week 4
Week 5
W
Jan.4-10
Jan.11-19
Jan.20-26
Jan.27-Feb.2
Feb.3-9
Feb
Topic
Initial Research
Secondary Research
Sec
Research [CONTINUED]
Re
Observation MIDTERMS Primary Research Interviews Analysis
In
Co
Co
5
Week 6
Week 7
Week 8
Week 9
9
Feb.10-16
Feb.17-23
Feb.18-25
Feb.26-Mar.4
Week 10 Mar. 5-11
Secondary Research Research [CONTINUED]
MS
is Insights Concepts / Prototyping Concept Exploration Final Solutions Concept Prototyping Proposal FINAL SHOWCASE
Photo Taken from http://corporate.comcast.com/news-information/news-feed/comcast-business-provides-enterprise-customers-with-private-ethernet-connectivity-to-the-microsoft-cloud
Comcast Corporation is a global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is one of the nation’s largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. NBCUniversal operates news, entertainment and sports cable networks, the NBC and Telemundo broadcast networks, television production operations, television station groups, Universal Pictures and Universal Parks and Resorts.
http://corporate.comcast.com/news-information/company-overview
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Photo Taken from https://qz.com/671056/comcasts-earnings-prove-cable-tv-is-far-from-dead/
SECONDARY RESEARCH
In the first stage of research, our team launched themselves into the understanding of Comcast Corporation. Where we ask ourselves questions such as, What is happening in the market? What trends are causing changes in technology? How can that effect the industry, positively or negatively? After collecting all the data, it was organized into a series of modes using 101 Design Methods, with an aim of creating a visual summary of our findings.
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POPULAR MEDIA SCAN
Along with Popular Media Scan, Key Facts tool was used throughout the use of different website pages, blogs, reviews, social media posts and published articles. We gathered a broad set of information, which focuses on first hand impression from current user’s of the company. It gave us insights on new trends and innovations, market insights, direct and indirect competitors and collaborations that Comcast is currently on.
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KEY FACTS
Along with Popular Media Scan, it was used to gather all facts about trends, innovation, competitors and about Comcast itself. Where as a team the purpose is to know more about the company, to gather an amount of facts to possibly use it for future references.
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Comcast has driven in Radio, Television, Film, Cable, Telecomm and broadband technology
Comcast has come a long way since its beginning as a single system cable operator [1963])
Comcast becomes the Comcast is a leader in
only Pay TV
the world of Media
Comcast is founded
provider to offer
Entertainment and
by Ralph Roberts
current TV shows from all four major
Technology
broadcast network
Comcast NBC Roberts demostrates the first gigabits connection over a live broadband network
Comcast launches nations first tailored triple play package for Hispanic Market
Comcast develops SEEit a feature that allows XFINITY Tv customers for instant access.
Universal was named among the Civic 50 and launched first in the communication industry by Bloomberg
Comcast becomes the first provider to stream content from five premium channels via the XFINITY TV app
INNOVATION EVOLUTION MAP
This tool was used to help us find and organize successful examples of offerings, organizations and people; to create a comparison between Comcast and its competitors in the areas that attribute, such as, collaborations with others and new innovations. Some of the new innovations of Comcast from the past weeks, include the update of APPs such as, XFINITY Stream and new technology to helps track tech support when arriving to your home.
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[1963] AMERICAN CABLE SYSTEM
[2012]
[2007]
INNOVATION EVOLUTION MAP YEAR
COMPETITORS’ INNOVATIONS
KEY INNOVATIONS OF COMCAST
ON-GOING INNOVATIONS OF COMCAST
UNSUCCESSFUL INNOVATIONS OF COMCAST
1960-2000
2000-2007
1984 AT&T started as a telecommunication service company 1985 Direct TV started direct broadcast satellite 1997 Netflix was born 1997 Netflix DVD subscription
2002 Verizon launched first 3G network 2004 Verizon launched Fios all-fiber internet service 2004 Launched AT&T Wireless 2006 Dish launched Echo X Satellite 2007 Hulu was launched 2007 Netflix started On-Demand TV streaming
1977 Introduces HBO for the first time 1996 Launched first broadband product 1997 Launched digital TV 1998 Style Network was launched
2002 - 4G network - High-Def Television - Comcast High-Speed Internet 2003 - Video On-Demand - Unveiled Digital Video Recorde (DVR) - Comcast.net - Broadband multimedia player 2004 Video Mail Feature was introduced 2005 Comcast digital voice 2006 - Launched unprecedented HD programming initiative - GameInvasion.net launched in the US - PowerBoost Internet Speed
2008
2009
2010
2
2010 - Dish launched first Pay TV provider - Verizon 4G LTE - Verizon launched FlexView On Demand - HBO Go - Netflix launched DVD and streaming subscription slit
2008 - SmartZone (Online communication center) - AnyRoom Video On-Demand
2009 - Rollout of high-speed internet service (Comcast high-speed 2go) - Technical trial of On-Demand Online - Fancast XFINITY.TV (innovation new service) launched in the U.S. - TV Everywhere Online - Universal caller Id for the TV and computer service
2010 - Releases new version of Comcast APP - Unveils new brand of tech platform and products - XFINITYTV.com was launched
2011 - Video streaming o - XFINITY 3D - XFINITY in Spanis and online - XFINITY Signature Introduced - 100Mbps Interne Introduced - Announced the w experience X1 - First 1G connecti network - Xfinity Internet2go
0
2011
Pay TV provider
exView On Demand
2012
2013
2012 Verizon launched wireless broadband for homes and introduces share wireless plans
2013 - Verizon launched Fios Quantum - Verizon re-invents the enterprise cloud - Netflix launched first original series
2012 - 305 Mbps high-speed internet service - U.S. first tallored Triple Play package - U.S. launching of X1 and remote control app - Xfinity Streampix
2013 - Unveils cloud based business-to-business software - Xfinity Wireless Gateway - Neighborhood Wifi (Hotspot) - Xfinity Home Control - Ultra-Fast speed tier - SEEit (allows Xfinity TV customer to access TV shows, movies, and sport directly from a tweet) - Xfinity TV Go app and updates to Xfinity TV Players app
2014
2015 2015 - Sling TV launched multichannel live TV service - Verizon vehicle was launched - Fios Custom TV was launched
2016
201
2016 - Verizon LTE Advanced expressfleet - FreeBee Data service
D and streaming
on of Comcast APP of tech platform and launched
2011 - Video streaming on the Xfinity TV app - XFINITY 3D - XFINITY in Spanish on TV, On-Demand and online - XFINITY Signature Support was Introduced - 100Mbps Internet Speed was Introduced - Announced the works on Xfinity TV experience X1 - First 1G connection over live broadband network - Xfinity Internet2go (MiFi)
2014 - Xfinity Campus (a service that allows college students watch live TV on On-Demand content on their IP enable devices)
2015 - “Talking guide” on X1 platform - Rollout Gigabit Pro - Delivered via a fiber-to-the-home solutions - Launched voice-controlled TV remote (on x1 platform) - Beta test of streams (to allow Xfinity Internet customers to watch Live)
2015 - X1 was launched
2012 Wireless network was not working
2016 - “Ralph” voice control that turns business phones, computers, and security on or off -”Push Alerts” for Xfinity Home that would warn Comcast subscribers when a neighbor’s house has been burglarized - “Xmojis” inserting them into movie posters of X1 screens
2017 - Xfinity Home provide simple, fast and intuit and manage their Dig devices connected to - Comcast digital hom improved getway with
TEN TYPES OF INNOVATION
After understanding the basics of Comcast, it was necessary to gain a deeper knowledge of Comcast’s innovations. Using 10 Types of Innovation, benefits us to run a diagnostic of the Corporation by identifying opportunities and the construction of their works.
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10 TYPES OF INNOVATION / COMCAST
CONFIGURATION PROFIT MODEL
NETWORK
STRUCTURE
PROCESS
Modem Rent Cost Leadership / Flexible Pricing
Netflix and Hulu Alliances / Coopetition
6 Month Agreement Cost Leadership / Disaggregated Pricing / Metered Used
NBC, Universal and XFINITY Consolidation / Franchising
XFINITY and NBC Asset Standardization / Competency Center
Modem Set-Up Flexible Manufacturing / Strategic Design / User-Generated
Advertising and Commercials Ad-Supporter Premium Entertainment [HBO, SHOWTIME, CINEMAX, THE MOVIE CHANNEL, STARZ] Premium / Licensing / Flexible Pricing
Universal Studios Incentive Systems XFINITY X1 Competency Center
EXPERIENCE
OFFERING
Store Accessibility Localization
PRODUCT PERFORM.
PRODUCT SYSTEM
XFINITY Go APP, XFINITY Home and XFINITY TV Remote Ease to Use / Focus / Performance Simplification / Superior Product
“Skinny Bundle” Product Bundling
Modem [Internet], Cable [TV] & Phone Service [Land Line] Added Funcionality / Focus / Superior Product
BuzzFeed Complements / Integreted Offering / Product-Service Platforms XFINITY On Demand Complements / Extensions / Product-Service Platforms
SERVICE
CHANNEL
BRAND
USER ENGAGEMENT
XFINITY Go APP, XFINITY Home, XFINITY TV Remote and Voice Over Control Personalized Service / Self Service / Superior Service
COMCAST Service Center and XFINITY Stores Experience Center / Flagship Center
XFINITY X1 Brand Extension / Values Alignment
Upgrades Curation / Experience Automation
Netflix and Hulu Co-Branding
Online Pay and Express Pay [Physical in Stores] Go Direct
NBC and XFINITY Brand Leverage / Component Branding / Private Label
Service Agent Non Traditional Channels
Universal Studios Co-Branding
Online Pay Curation / Experience Enabling XFINITY Go APP, XFINITY Home and XFINITY TV Remote Autonomy and Authority / Community and Belonging Customer Service Experience Simplification
STAKEHOLDERS MAP
An essential tool for our process, where visually as a team we needed to elaborate more on. Asking ourselves who is the one that uses day-by-day internet service? Those stakeholders include individuals (students), professional individuals (employees), small businesses (local coffee shops or shops) and even competitors, within the area of Savannah, GA. Very necessary to maintain a focus during our research and when coming up with solutions.
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TRENDS MATRIX
Trends Matrix is the tool that explores the opportunities within the past, present and future. Helping us have a more concrete visualization on how the telecom industry is moving forward. The data gained was taken into consideration to move forward with our research by asking ourselves questions such as; What is happening with technology? How is the market? How are people responding? How is it effecting the culture? Finding patterns and overlapping information, was a positive feedback for us when doing our research.
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PAST � The telecom market had a massive response with wireless communication subscribers.
Increasing the need of connectivity between people and the development of 3G and 4G cellular network. [13]
PRESENT � Comcast announced a new program that allows full access to your cable programming without the need of a set-top box. [6]
homes in a positive step for the company. [8]
� “Comcast’s effort to transform the existing gateways into a smarter wifi solution to address the
tion or data. [11]
� Lifi the new and invented visible light communication is much faster that regular Wifi. [19] � New launch on the voice-controlled television product based on Comcast X1. [20]
� Comcast may soon eliminate the need for extra devices. [6] � Comcast launched an app to allow customers to track when technicians will arrive at their � Satellite communication industry has rapidly emerged with facilitating the exchange of informa-
TECH
FUTURE � Netflix and Amazon moving forward intothe 4K content. [4] � Google Fiber could help the cable industry move forward with innovation. [8] � “Students invented a new hardware that uses 10,000 times less power than traditional wifi
� The fiber optic network is increasingly becoming the most sought-after technology for secure and fastest data transmission over long distances. [14]
networking equipment, called passive wifi”. [9] rise to cool solutions like Google Wifi.” [10]
� Global growth of mobile connectivity is far outpacing hardline (land line) connectivity. [16]
� Cloud computing appears an "information power plant" overturning the traditional business
MARKET
mode of software, hardware, and media; moving users from "buying products" to "buying services". [12] � Changing consumer behavior (and needs) has led to increased competition within the IP (internet protocol) infrastructure landscape. [13] � Telecom industry was very responsive to consumers with the need of gaming and video on-demand. [13]
� “Telecom companies are up 9% since the election of 2016, while Google and Netflix are nearly flat”. [2]
� By 2020 it is not expected to see a significant impact in the cable wireless market. [1] � A target about 20 million “cord-cutters” or “cord-nevers” don’t pay for cable and watch television
[4]
� The TV industry is facing a crisis that will finally drive it to embrace new business models and
� Communication Service Providers are being stimulated to transform themselves into a platform of opportunities harnessing the five digital forces— Mobility & Pervasive Computing, Big Data and Analytics, Social Media, Cloud Computing, Artificial Intelligence and Robotics. [15]
� Brands have to move beyond features into the experiential world. [25] � Cable industry’s never-quite-ready effort to mount a challenge to the wireless industry. [28] � The Cable industry is already fighting the net neutrality. [28] � The Industry Icons of the Internet Age: Facebook, Amazon and Google. [29]
� By late 2017 it is predicted that with the Pay TV, the industry is losing over a million subscribers. � Cable business will be something of the past with the access of innovation services. [5]
only via on-demand, internet distributed services, such as Netflix. [3] broader distributions. [4]
� “Cord Cutters may be dropping their Comcast TV packages in favor of things like Amazon Prime memberships, but still using the cable giants for their high-speed internet”. [2]
� Traditional cable companies are losing cable subscribers, “they’ve been able to retain internet
customers and charge more, because of discount loss and bundle of cable and internet service” [3]
� The use of internet increases consumer socialiability making a networking revolution and socio-
PEOPLE
cultural changes. [17]
� Technology allows people to live multiple lives, assume and “live out” multiple identities. [25]
� Elder population as they retire, will enter retirement communities and assisted living facilities which are fully digitized in order to be as efficient as possible. [12]
� Online communication has been influenced in the evolution of language. [18] � Technology enables diverse cultures to collaborate more efficiently, in every sphere. It will bring
CULTURE
people and organizations together. [25] � Since the internet became a common tool for most of us, human culture has changed as they gain their power based on accessibility. [26]
� Launched The Internet of Things (IoT) where six types of application are emerge into the network business. [23] � The IoT promise to revolutionize the world we live in by turning into a fully connected, “smarter” world, as the relationships between objects, environment and people. [24]
BUSINESS
� Millenial consumers are interested in defining their own video experience, with the use of elec-
� Information technology, will bring in more transparency & accountability in society. [25]
tronic devices. [6]
� All technology falls into two categories, network and interface. One connects devices and the other connects devices with humans. [25] � The creators of future technology products and brands will no longer be engineers / scientists
but people and teams with multidisciplinary skills. An engineer-doctor; or a psychologist-engineer; an artist-engineer and so on. [25]
� Starting in mid-2017, Comcast is planning on offering “attractive price for multi-product bundle” [1]
� The Internet of Things is “the next big thing” in the business, where it increases the machine-to-machine communications. [22]
� “Skinny Bundles” are new bundle channel packages that compete with cable and satellite. [3] � Telecom companies are migrating from vertical business models to horizontal business models. These designed to take full advantage of the opportunities that are emerging, such as network guarantors, business enablers, experience providers, and global multimarketers. [21]
� By 2020, globalization and outsourcing will led the business into a "reverse innovation." [27]
TEN TYPES OF INNOVATION
To organize our understanding of direct competitors it was suggested to do the exercise using this tool, 10 Types of Innovation, where it was found that competitors and Comcast, are secure in the industry. By also allocating strength and weaknesses of each company’s innovation and how they work inside of their configuration, offering and experience.
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10 TYPES OF INNOVATION / COMPETITORS
CONFIGURATION PROFIT MODEL
NETWORK
STRUCTURE
PROCESS
AT&T Next Cost Leadership / Flexible Pricing / Float
Sling TV Collaboration [with Dish] / Consolidation
AT&T Next and T-Mobile Incentive Systems
Verizon [Self Set-up] Strategic Design / User-Generated
Optimum Disaggregated Pricing / Flexible Pricing
Direct TV Alliances / Collaboration [with AT&T]
Verizon Disaggregated Pricing
T-Mobile Consolidation / Open Innovation
Sling TV Subscription / Premium Direct TV Dissaggregated Pricing Amazon Prime Premium / Subscription
Optimum On Demand Competency Center
EXPERIENCE
OFFERING
Optimum [Service] Stategic Design
PRODUCT PERFORM.
PRODUCT SYSTEM
Direct TV, Fioz, Sling TV Ease to Use / Focus / Performance Simplification / Superior Product
AT&T and Optimum Complements / Product Bundling
Apple TV, Chrome Cast & Roku Added Funcionality / Customization / Ease to Use / Focus / Superior Product
SERVICE
CHANNEL
BRAND
Optimum Superior Service
Amazon Prime and Ebay Cross-Selling / Pop-Up Presence
AT&T and Direct TV Co-Branding
Netflix Self Service Spotify Self Service Amazon Prime Guarantee / Superior Service
AT&T and Sprint Experience Center / Flagship Store / Go Direct / Multi-Level Marketing Google Products Cross-Selling
Sling TV and Dish Co-Branding Amazon Prime [Amazon Fresh and Amazon Go] Brand Extension / Values Alignment Google Brand Extension / Values Alignment
USER ENGAGEMENT Optimum, Verizon, AT&T, T-Mobile, Sprint, Dish and Direct TV Autonomy and Authority Amazon Prime, Netflix & Hulu Autonomy and Authority / Community and Belonging / Experience Simplification
INDUSTRY DIAGNOSTICS MAP
Along with 10 Types of Innovation of direct competitors, the Industry Diagnostics Map is the tool that is giving us a more direct focus on understanding Comcast’s location in the industry. Where for further references it can be used to align future opportunities and positions, based on some of the solution suggested. From this tool is taken away; the strength the industry has, how many entrants are generating, strengths on buyers and customers of the industry and surprisingly how weak is the suppliers entering the industry.
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Potential Entrants Weak
High cost of brand development
Suppliers Weak
Large overall supply High variety of suppliers
Rivalry amongst existing companies Strong
Increasing number of Telecommunication, broadband and internet providing companies Low switching cost
Substitutes Medium
Availability of substitutes Low switching cost Low cost of substitues
Customers / Buyers Strong
Not price sensitive Numbers/volume Large number of individual buyers
COMPETITORS-COMPLEMENTORS MAP
Somewhere coming along with the 10 Types of Innovation and the Industry Diagnostics Map, as a team we were very intrigued on how the competitors are strategized to compete with one another having similar focus groups. Based on that we needed to allocate similarities on offerings of each competitor, by seeing a bigger picture. From this tool we gained information of potential partnerships that Comcast can take advantage of.
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INTEGRATED OFFERINGS
NON-SPECIFIC USERS
SPECIFIC USERS
SINGLE OFFERINGS
PRIMARY RESEARCH
Moving away from secondary research, primary research is the data collected by us as a team, where we can put all of our learnings into practice. Focusing more on user-centered along with empathy, observation and personal engagement. Collecting the data point to better understand who the players are in order to have a deeper look into individuals. By using all those facts collected and knowing how Comcast is positioned in the industry and what can potentially could happen to them, those key points were put into questions. Allowing us to further explore, how Comcast located inside the perimeter of Savannah, GA. Some of the techniques that will be used to accomplish this stage include, observation on local stores, surveys, interviews and cultural probes.
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RESEARCH MATRIX
By asking ourselves questions as “What?” “Where?” “Who?” “When?” “How?” and “Why?”, we were able to identify topic areas to focus our primary research.
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De ve lo p
sc
Di
r
e ov
Based on our Secondary Research till now, we infered that there is an opportunities to improve Customer Service
Product / Service with “Value for Money�
e
in
f De
Reseach Matrix
er
D
v eli
WHAT DO I NEED TO KNOW?
WHY DO I NEED THIS?
WHAT KIND OF DATA ANSWERS THIS QUESTION?
WHERE CAN I FIND THE DATA?
W M
Inte pro
How is the Internet service in Savannah?
To understand the monopoly Comcast has over Savannah.
Secondary (qual): Comcast webiste and Xfinity store | Primary (quan): Comcast users and non-users, other service provider users.
Local stores, blogs, interviews, surveys and reviews.
How is the Customer service?
To understand why Comcast users don't appreciate the process.
Primary (quan): Students, working professionals, businesses, Xfinity store and Comcast call-centers.
Phone call, emails, local stores, and small businesses
How is the Xfinity experience?
To discover improvements for their services.
Primary (quan):Comcast users and non-users, and ther service provider users
Comcast (xfinity store visit), streets, blogs, interviews, surveys and reviews.
Inte
Why do people have Xfinity by Comcast?
To understand necessity or utility of internet.
Primary (quan): Students, working professionalls and businesses.
Streets, SCAD, small businesses and homes.
Inte sur
What are other internet and cable service providers in Savannah?
To know user's options.
Secondary (qual): websites, blogs, newspapers | Primary (qual): Other service providers.
Phone calls and online resources.
On
What is the future of Xfinity by Comcast in Savannah?
To discover improvements for their services.
Primary (quan): Comcast users and non-users, and ther service provider users.
Comcast (xfinity store visit), streets, blogs, interviews, surveys and reviews.
Inte
Which partners Xfinity by Comcast collaborating with?
To secure their location in the market.
Secondary (qual): Comcast website, blogs, newspapers and conferences.
Blogs and newspapers.
On and
What is missing from Comcast in Savannah?
To gain perspective of internet lifestyle in Savannah.
Secondary (qual): Comcast webiste and Xfinity store | Primary (quan): Comcast users and non-users, Other service provider users.
Local stores, blogs, interviews, surveys and reviews
Inte
Inte pro
WHAT TYPE OF RESEARCH METHODS WOULD I USE?
WHO DO I CONTACT FOR ACCESS?
HOW WILL I SHARE THE INFORMATION?
TIMELINE
Interview, surveys and culture probes.
Savannah locals and interviews (small business, professionals, and students)
Photos, infographics, and voice recording
Interview, surveys and culture probes.
Savannah locals and interviews (small business, professionals, and students)
Photos, infographics, and voice recording
ets,
Interview and surveys.
Savannah locals and interviews (small business, professionals, and students)
Photos, infographics, and voice recording
3-6 weeks
s
Interview, cultural probes and surveys.
Savannah locals and interviews (small business, professionals, and students)
Photos, infographics, and voice recording
3-6 weeks
s.
Online Resources and interviews.
Savannah locals and interviews (small business, professionals, and students)
Photos, infographics, and voice recording
3-6 weeks
ets,
Interview and surveys.
Savannah locals and interviews (small business, professionals, and students)
Photos, infographics, and voice recording
3-6 weeks
Online interview, trends experts and surveys.
Savannah locals and interviews (small business, professionals, and students)
Photos, infographics, and voice recording
3-6 weeks
Interview and surveys.
Savannah locals and interviews (small business, professionals, and students)
Photos, infographics, and voice recording
3-6 weeks
3-6 weeks
3-6 weeks
OBSERVATION
As per our research and study, we dived ourselves into the observation stage, gathering data points, such as: gender, age, emotions and issues. Who goes physically to the store? How users contact customer service? For us to understand, the best way to portrait the steps was via the use of journey maps. Journey Mapping are used to mainly gather the experience of stakeholders and their initial engagement with something, in our case, customer service.
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Journey Map for Store Visit CUSTOMER SERVICE PROVIDES HELP
ENTER STORE
LOOKS WHERE TO SIGN IN?
WAIT TIME
SIGNS UP INTO A COMPUTER
BY CUSTOMER SERVICE
ABOUT ACCOUNT
WHAT’S HAPPENING?
GETS CALLED
CUSTOMER SERVICE WANTS INFORMATION
TALK ABOUT PROBLEM TO CUSTOMER SERVICE
CUSTOMER SERVICE SEARCH OPTIONS
LEAVE STORE
Journey Map for Calling Customer Service CALL BACK OR WAIT ON HOLD
SURVEY
WAIT TIME
CALL CUSTOMER SERVICE
CUSTOMER VERIFICATION / INFORMATION
ACCOUNT DETAILS
DESCRIBE PROBLEM
WAIT TIME
CUSTOMER SERVICE REPRESENTATIVE ANSWERS
ACCOUNT AUTHENTIFICATION
RECORD: PHONE NUMBER
EXPLANATION OF SOLUTION
AUTHENTIFICATION ABOUT ACCOUNT HOLDER
TRANSFER CALL
FULL INFORMATION
FINISH CALL
WAIT TIME
PROMOTION OF PACKAGES / VALUE CUSTOMERS
ISSUED TICKET NUMBER
TICKET NUMBER
PROBLEM DETAILS (EXPLAIN)
NAME ACCOUNT # ACCOUNT ADDRESS #SSN
INTERVIEWS
With our documentation of local stores and the contacting of customer service, it was clear we needed to now get closer to our stakeholders by exploring their personal experiences of Comcast in a broader form.
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“Their constant need to call my cellphone to warn me that I will exceed the data plan, frustrated me” “This felt like they weren’t trusting me. Nor I to them.”
“I feel trapped because there are no other competitors for Comcast within the area”
“Calling customer service, is pretty good, there tech support was helpful, everything that they run through was very...methodical”
“There is constant miscommunication between departments.” “The people that um helped me in the store where very friendly, very knowledgeable, nice, and the technicians where nice.”
“I like service where I can talk to
someone, they actually knows who I am”
SURVEYS
The basic idea of doing this form of questionnaire was to address a focus on our primary research, were as a team, did two rounds to understand the use of both cable and internet providers inside of the Savannah area. Where questions were asked, such as, How much is the typical time usage? Experiences on calling customer service? Experiences on visiting their local store? From this surveys some of our insights were, that people had good and/or bad experiences. Mainly focusing on how they were treated as buyers/ customers and if their issues were arranged.
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LET US KNOW ABOUT YOUR SERVICE PROVIDER..
LET US KNOW ABOUT YOUR SERVICE PROVIDER..
Please CIRCLE the appropriate response
Please CIRCLE the appropriate response
1) What is your gender ?
Male
2) Do you live in Savannah ?
Female Yes
21 Age : __________
Other
3) Is Xfinity by Comcast your service provider ?
Yes
Female Yes
38 Age : __________
Other
No
1 - 2 hours
Yes
No
1) What is your gender ?
Male
Female Yes
37 Age : __________
Other
No
3) Is Xfinity by Comcast your service provider ?
Yes
No
4) In a typical day, how long do you use your internet and cable service?
5 hours +
2 - 5 hours
Please CIRCLE the appropriate response
2) Do you live in Savannah ?
4) In a typical day, how long do you use your internet and cable service?
5 hours +
2 - 5 hours
Male
3) Is Xfinity by Comcast your service provider ?
No
4) In a typical day, how long do you use your internet and cable service? 1 - 2 hours
1) What is your gender ?
2) Do you live in Savannah ?
No
LET US KNOW ABOUT YOUR SERVICE PROVIDER..
1 - 2 hours
5 hours +
2 - 5 hours
5) Have you ever called Customer Service ? And WHY ?
5) Have you ever called Customer Service ? And WHY ?
5) Have you ever called Customer Service ? And WHY ?
6) Have you visited a local comcast store ? And WHY ?
6) Have you visited a local comcast store ? And WHY ?
6) Have you visited a local comcast store ? And WHY ?
Yes, I called because I was surprised to pay $45 a Please explain : _____________________________________________________________ _____________________________________________________________ Month for blast. But now I have to pay $55 per Month
Yes, I needed to pay a debt and open a new account Please explain : _____________________________________________________________ _____________________________________________________________
30 mins - 1 hr
1 hr - 2 hrs
30 mins - 1 hr
Store Representative : Less than 30 mins
2 hrs +
1 hr - 2 hrs
30 mins - 1 hr
Call Back Service : Less than 30 mins
2 hrs +
[Calling customer service] They didn’t
No
answer to my questions. Local Maybe ( Justify ) provide __________________________________________
Comcast provided w/ better answers.
Thank You! :)
30 mins - 1 hr
Customer Service : Less than 30 mins Store Representative : Less than 30 mins
711 - Methods of Contextual Research Prof. Kwela Sabine Hermanns SCAD
PLEASE HELP US FILL UP THIS SURVEY
2) Do you live in Savannah ?
Female Yes
25 Age : __________
Other
Yes
No
Yes
Thank You! :)
2 - 5 hours
PLEASE HELP US FILL UP THIS SURVEY
30 mins - 1 hr
Customer Service : Less than 30 mins Store Representative : Less than 30 mins
30 mins - 1 hr
Male
Female Yes
58 Age : __________
Other
Yes
No
1 - 2 hours
2 - 5 hours
Thank You! :)
711 - Methods of Contextual Research Prof. Kwela Sabine Hermanns SCAD
PLEASE HELP US FILL UP THIS SURVEY
Please CIRCLE the appropriate response
1) What is your gender ?
Male
Female Yes
No
3) Is Xfinity by Comcast your service provider ?
No
Yes
1 - 2 hours
5 hours +
2 - 5 hours
5 hours +
5) Have you ever called Customer Service ? And WHY ?
6) Have you visited a local comcast store ? And WHY ?
6) Have you visited a local comcast store ? And WHY ?
6) Have you visited a local comcast store ? And WHY ?
clearly wrong.
Customer Service : Less than 30 mins Store Representative : Less than 30 mins
30 mins - 1 hr 30 mins - 1 hr
1 hr - 2 hrs 1 hr - 2 hrs
Comcast/Xfinity Please explain : _____________________________________________________________ _____________________________________________________________
Yes, return cable boxes and pick up remote Please explain : _____________________________________________________________ _____________________________________________________________
2 hrs + 2 hrs +
Customer Service : Less than 30 mins Store Representative : Less than 30 mins
30 mins - 1 hr 30 mins - 1 hr
1 hr - 2 hrs 1 hr - 2 hrs
Yes, bad modem Please explain : _____________________________________________________________ _____________________________________________________________
Yes, to look into service Please explain : _____________________________________________________________ _____________________________________________________________
7) How long did you wait to get in touch with customer service or a store representative ?
7) How long did you wait to get in touch with customer service or a store representative ?
7) How long did you wait to get in touch with customer service or a store representative ?
No
4) In a typical day, how long do you use your internet and cable service?
5) Have you ever called Customer Service ? And WHY ?
Yes, it wasn’t better than calling them. I thought a Please explain : _____________________________________________________________ _____________________________________________________________ real human interaction might work better but I was
25 Age : __________
Other
5) Have you ever called Customer Service ? And WHY ?
Yes, it is terrible takes hours to get help [if you are Please explain : _____________________________________________________________ _____________________________________________________________ lucky enough]
2 hrs +
1 hr - 2 hrs +
Maybe ( Justify ) They __________________________________________ don’t actually think
2) Do you live in Savannah ?
No Yes
2 hrs +
1 hr - 2 hrs
8) Do you think the personnel was well equipped to answer your questions and come up with a solution ?
Please CIRCLE the appropriate response
1) What is your gender ?
1 hr - 2 hrs
30 mins - 1 hr
LET US KNOW ABOUT YOUR SERVICE PROVIDER..
4) In a typical day, how long do you use your internet and cable service?
5 hours +
Fix mistakes in billing Please explain : _____________________________________________________________ _____________________________________________________________
Call Back Service : Less than 30 mins
711 - Methods of Contextual Research Prof. Kwela Sabine Hermanns SCAD
3) Is Xfinity by Comcast your service provider ?
No
4) In a typical day, how long do you use your internet and cable service? 1 - 2 hours
1 hr - 2 hrs +
Maybe ( Justify ) __________________________________________
2) Do you live in Savannah ?
No
3) Is Xfinity by Comcast your service provider ?
2 hrs +
8) Do you think the personnel was well equipped to answer your questions and come up with a solution ?
Please CIRCLE the appropriate response
Male
2 hrs +
1 hr - 2 hrs
Mistakes in billing Please explain : _____________________________________________________________ _____________________________________________________________
7) How long did you wait to get in touch with customer service or a store representative ?
LET US KNOW ABOUT YOUR SERVICE PROVIDER..
LET US KNOW ABOUT YOUR SERVICE PROVIDER.. 1) What is your gender ?
1 hr - 2 hrs
30 mins - 1 hr 30 mins - 1 hr
Call Back Service : Less than 30 mins
1 hr - 2 hrs +
8) Do you think the personnel was well equipped to answer your questions and come up with a solution ? Yes
Yes to complain + exchange equipment Please explain : _____________________________________________________________ _____________________________________________________________
7) How long did you wait to get in touch with customer service or a store representative ?
7) How long did you wait to get in touch with customer service or a store representative ? Customer Service : Less than 30 mins
Cable was out Please explain : _____________________________________________________________ _____________________________________________________________
2 hrs + 2 hrs +
Customer Service : Less than 30 mins Store Representative : Less than 30 mins
30 mins - 1 hr 30 mins - 1 hr
1 hr - 2 hrs 1 hr - 2 hrs
2 hrs + 2 hrs +
CULTURAL PROBES
Our main goal on doing the Cultural Probe was to collect honest and short answers. Asking questions as, How users feel currently with their overall service? Interactive and engaged was one of the insights for us, from our stakeholders.
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AFFINITIZING
Collected numerous Data points from the Cultural probes, Inteviews and Surveys
De ve lo p
sc
Di
r
e ov
Insights
e
in
f De
Affinitiy Mapping
r
ve
li De
Affinity stage, where we bring along all those data points and insights gained from all the secondary and primary research. The data is then organized into different color of sticky notes to then concentrate on layering them until solutions arise, without missing stakeholders voice. The process of affinitizing started by gathering an average of 800 “yellow sticky notes” where we found overlapping information from all those tools and methods used. Moving to the second stage of affinitizing, we were able to find that overlapping data to describe in detail our analysis for them into “blue sticky notes”. The third stage, going through the same process, takeaway of all “blue sticky notes” keep clustering them into “pink sticky notes” to create a more centric idea. The “green sticky notes”, the ones that have a more coherent piece of the story with a focus on what could we do as a result of our research study.
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“YELLOW STICKY’S”
“BLUE STICKY’S”
“PINK STICKY’S”
“GREEN STICKY’S”
CONNECTION MAP
VISUALIZATION OF AFFINITIZING PHASE 3 (PINK POST ITS)
1. Inspite of Comcast having a monopoly in Savannah, they have bad connectivity. 2. I don’t get enough value for my money. 3. Customer service should be friendly, knowledgeable and efficient. 4. Cable industry is facing challenges because the internet is becoming a utility. 5. As internet is used for everything there should be standard pricing. 6. Comcast should be digitized and should not put customers into agreements. 7. The telecom industries new innovations are changing human behavior and cultures. 8. Inspite of a bad company, Comcast has a home security service. 9. Customer should be reliable and waiting time should be reduced. 10. Customer service should have the degree of power to make decisions. 11. There are multiple payment options (app, instore and online) 12. Comcast is evolving into streaming service industry, with new innovation technologies. 13. Savannah is facing an internet connection problem. 14. Customer service representatives are in-efficient, do not care and ‘trick’ people into joining new schemes. 15. Customer service should solve peoples problems ‘pronto’.
16. Customer service should be easily accessible, without going through lengthly wait times and robots. 17. Smartphone users need fast and good quality internet service. 18. The telecom industry is allowing for more connections amongst communities. 19. Usage of store is for exchange and returning equipment or bill payments. 20. Comcast billing is complex. 21. Internet should have better connectivity and be wide reaching. 22. Internet service should be personalized. 23. Stores should be interpersonal and as user’s should receive more perks. 24. Customer service representatives should be also service technicians. 25. Payment options should be more streamlined for all generations. 26. People prefer streaming over CableTV. 27. Comcast new innovation should be cost effective. 28. Cable service and home security system should be personalized. 29. Comcast should provide “A la Carte” options. 30. Comcast service should be cheap, fast and diverse. 31. Comcast biggest issue in Savannah is over-billing. 32. Net neutrality forces CableTV to be cheaper.
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200
CONCEPTS
VALUE MAP
After connecting our insights we had to look back to relate those insights to some of our concepts to make relevant and meaningful connections to our proposed solutions/ideas. This directly links and connects to our stakeholders.
68
Students
Customer Care
Homes
Working Professional
Technology
Comcast
Sales
Businesses
Marketing Competitors Small Businesses
Reputation Service Collaboration Money
Professional
De ve lo p
s
Di
er
v co
Opportunities to improve Customer Service
Product / Service with “Value for Money�
New technology
e
in
f De
CAS Comcast. Action. Service
An effective product with an integrated service to solve customer issues
er
D
v eli
There is an opportunity to: Make the user’s lifestyle more efficient. How might we: Design a solution that connects the user to their direct surroundings and other communities and provides a customizable experience while retaining the access to help is needed. We propose: A device that is an amalgamation of a WiFi router and a future home automation system. Controlled by an APP, the user will be able to fully understand the device, connect with communities, have a fast and easy conversation with customer service, and be able to stream their favorite channels.
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This device is branded as an entity of its own called C | A | S which stands for Comcast Action Service. It is designed so that the product and service can be considered as an asset within the Comcast Corporation umbrella.
75
CAMERA
180ยบ for gesture recognition for the physically impaired
CONSTANT LEARNING
Adapts to user speech patterns, vocabulary, and personal preferences
VOICE CONTROL VOICE RECOGNITION Hi-Fi SPEAKER
Produces 360ยบ omni-directional audio to fill any room with impressive sound
HOME AUTOMATION Wi-Fi
Acts as a router and modem and hence provides higher quality and consistency
BOOSTER
Works as a receiving end for C|A|S
Some of the additional features include: Language Translator, TV Streaming, Music Streaming, Bluetooth Connectivity, etc.
78
The App connects with the user. The goal was to eliminate the “tedious� process of the customer journey. Something with a personalized element. C | A | S primarily builds a mutual relationship between the user and helps the user to better a journey.
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Loyalty Points Customers gain points for every payment and game played while waiting which can be redeemed for a future bill. The Waiting Game To connect people together, customers can play The Waiting Game with other local customers having issues while waiting for a customer service agent on the phone or service technician to come home. Customer and Device Care To avoid long wait times and prevent the runaround, customers have the ability to schedule calls, service technician visits, and skype calls through the app. Customers can contact their customer service agent or service technician through the app in the form of email or text.
82
C | A | S can be directly synced with the C | A | S APP which has all the privileges in favor of the user.
84
Possible Partnerships Music: Pandora, TuneIn, Spotify, Google Play Music Smart Home: WeMo, Philips Hue, SmartThings, Insteon, Nest, Ecobee, Wink, IFTTT, Honeywell Movies: Netfix, YouTube, Amazon Prime Instant Video, Hulu
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Based on our research, people are seeking more customizability and packages pricing did not o er that. The customized monthly pricing provided by C | A | S will enable customers freedom of choice.
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C|A|S
$160
Booster
$60
Internet
Basic
Elite
Business
$54.99
$74.99
$94.99
Channel Basic
Premium use (one channel)
Cable TV
$9.99
$4.99
Customers can subscribe to channel categories for $9.99 a month based on need or preference. For Great Performances like Emmys, Oscars, etc, customers can pay $4.99 to just watch the performance once. Additionally, they have the freedom to subscribe to featured channels like Cinemax, Starz, HBO for their appropriate price, thus giving back control to the customer. Channel Categories: Entertainment Learn, Discover Health, Wellness Kids, Family Sports and Outdoors News Great performances
In Conclusion There is a high demand for an automated and customizable lifestyle. New services and products are constantly being redefined, providing users with more options and abilities to connect. The implementation of C | A | S will provide Comcast the edge it needs to remain on top uncontested.
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SHOWCASE
In order for our team to present the final concept, we needed to form part of the Final Showcase Event located in Starlandia Space Station. Where we, aside with five more groups, collaborated to share our ideas and concepts to the community and our stakeholders.
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As a team, working for Comcast as our ethnographic topic was altogether an indulging experience. Thank you for the lead and for making this experience a journey we’ll remember. Our takeaways from this course will include the amount of passion we have for what we do.The team was full with motivation and encouragement, aside of some stops we had to put on our way to success. Taking a different directions on the teams dynamic helped us achieve a great concept and being fully developed to see what can possibly happen in a near future.
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REFERENCES
REFERENCES: TRENDS MATRIX [1] http://fortune.com/2016/12/29/heavy-combat-cable-wireless/ [2] http://www.barrons.com/articles/netflix-vs-comcast-the-coming-trump-debate-1482250344 [3] http://observer.com/2017/01/could-hulu-and-google-upend-the-tv-industry-in-2017/ [4] http://www.recode.net/2017/1/5/14180704/ces-tv-television-content-rights-streaming-video-mohu-sling [5] http://www.forbes.com/sites/gregsatell/2015/06/06/the-future-of-tv-is-here-can-cable-survive/#4ccc926e428b [6] https://www.washingtonpost.com/news/innovations/wp/2016/04/25/the-future-of-tv-is-arriving-faster-than-anyone-predicted/?utm_term=. e05ef549e931 [7] http://www.theverge.com/2014/8/19/6004131/comcast-the-worst-company-in-america [8] http://www.fool.com/investing/general/2015/02/14/can-comcast-fix-its-embarrassing-customer-service.aspx [9] https://www.wired.com/2016/03/future-wi-fi-10000-times-energy-efficient/ [10] https://www.cnet.com/news/ces-2017-watch-out-wi-fi-systems-comcast-is-transforming-its-xfinity-gateway-to-a-smart-digital-home/ [11] http://www.transparencymarketresearch.com/telecommunication-industry-market.html [12] https://www.capgemini.com/blog/capping-it-off/2015/08/looking-at-telecom-industry-trends-by-2020-and-beyond [13] http://www.transparencymarketresearch.com/telecommunication-industry-market.html [14] http://www.nasdaq.com/article/major-trends-in-the-telecom-industry-cm519328 [15] https://www.capgemini.com/blog/capping-it-off/2015/08/looking-at-telecom-industry-trends-by-2020-and-beyond [16] https://qz.com/354164/these-six-forces-will-disrupt-the-telecommunications-industry-by-2020/ [17] https://www.technologyreview.com/s/530566/the-impact-of-the-internet-on-society-a-global-perspective/ [18] http://www.aspeninstitute.cz/en/article/4-2014-how-the-internet-and-social-media-are-changing-culture/ [19] http://www.iflscience.com/technology/li-fi-internet-could-be-100-times-faster-wi-fi-0/ [20] http://www.rapidtvnews.com/2017011545771/canada-s-shaw-launches-voice-controlled-iptv-based-on-comcast-x1.html#axzz4VwYpGjgS [21]http://www.strategyand.pwc.com/global/home/what_we_do/industries/telecommunications/te_key_trends#/tab-network-guarantors [22] https://www.wired.com/insights/2014/11/the-internet-of-things-bigger/ [23] http://www.mckinsey.com/industries/high-tech/our-insights/the-internet-of-things [24] https://www.linkedin.com/pulse/how-internet-things-could-impact-tv-industry-michael-kamleitner [25] http://www.wpp.com/wpp/marketing/digital/the-future-of-technology/ [26] https://www.culturepartnership.eu/en/article/top-9-trendov-mirovoj-kultury-za-poslednie-15-let [27] http://www.inc.com/paul-schoemaker/future-innovation-4-trends.html [28] http://fortune.com/2016/05/16/comcast-ceo-sees-lots-of-competition-where-others-dont/ [29] http://thehill.com/blogs/congress-blog/economy-budget/314661-do-not-pass-go-do-not-collect-200-monopoly-is-now-only-a
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REFERENCES: POPULAR MEDIA SCAN + KEY FACTS [1] http://www.nasdaq.com/article/major-trends-in-the-telecom-industry-cm519328 [2] https://www.capgemini.com/blog/capping-it-off/2015/08/looking-at-telecom-industry-trends-by-2020-and-beyond [3] http://www.nasdaq.com/article/major-trends-in-the-telecom-industry-cm519328 [4] http://www.transparencymarketresearch.com/telecommunication-industry-market.html [5] https://www.consumeraffairs.com/cable_tv/comcast_cable.html [6] http://savannahnow.com/news/2013-03-23/savannah-city-officials-plan-comcast-review [7] http://wwwen.zte.com.cn/endata/magazine/ztecommunications/2008year/no4/articles/200812/t20081229_163789.html [8] https://technology.ihs.com/585905/comcast-partners-with-pay-tv-rival-dish-to-bring-sling-tv-to-x1-set-top-boxes [9] http://bgr.com/2014/07/16/why-is-comcast-so-bad-6/ [10] http://www.bizjournals.com/philadelphia/news/2017/01/31/comcast-roberts-wireless-verizon-cmcsa-mormon-ad.html [11] https://www.fool.com/investing/2017/01/31/comcast-shouldnt-fear-a-verizon-charter-merger.aspx [12] http://www.theverge.com/circuitbreaker/2017/1/31/14456092/comcast-xfinity-tv-roku-streaming-beta-now-available [13] http://marketrealist.com/2017/01/comcasts-views-on-the-possible-rollback-of-net-neutrality/ [14] http://downdetector.com/status/comcast-xfinity/news/106128-problems-at-comcast-2 [15] http://www.satprnews.com/2017/02/13/wireless-telecom-services-market-analytics-manufacturers-including-comcast-verizon-att-vodafone-china-mobile-limited/ [16]http://businessinsavannah.com/bis/2017-02-20/comcast-app-lets-you-track-cable-technician [17] http://www.dslreports.com/shownews/Comcast-Retains-Top-Spot-in-Netflix-ISP-Streaming-Rankings-138985 [18] http://www.usatoday.com/story/money/2015/04/24/how-comcast-deal-to-buy-time-warner-cable-fell-apart/26313471/ [19] http://www.priceintelligently.com/blog/bid/187323/Had-Enough-of-Comcast-s-Appalling-Pricing-Strategy-So-Have-I [20] http://www.fiercecable.com/cable/comcast-renews-licensing-deal-univision [21]http://host.madison.com/business/investment/markets-and-stocks/comcast-might-be-the-key-to-netflix-s-continued-subscriber/article_4ef2d0c7-4b8d-5220-ad3c-48181d1af063.html [22] http://www.lightreading.com/video/video-services/fcc-comcast-unparalleled-in-tv-distribution/d/d-id/729760 [23] http://marketrealist.com/2017/01/how-netflixs-integration-on-comcasts-x1-affected-growth/ [24] https://www.nytimes.com/2016/10/29/business/media/telecoms-ambitions-on-targeted-ads-seen-curbed-by-fccs-new-privacy-rules.html?rref=collection%2Ftimestopic%2FComcast%20Corporation [25] https://www.nytimes.com/2016/10/25/opinion/will-the-att-merger-hurt-consumers.html?rref=collection%2Ftimestopic%2FComcast%20Corporation
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REFERENCES: POPULAR MEDIA SCAN + KEY FACTS [26] https://www.nytimes.com/2016/10/25/business/media/a-chilly-reaction-to-att-time-warner-deal.html?rref=collection%2Ftimestopic%2FComcast%20Corporation [27] https://www.nytimes.com/2017/01/04/technology/att-high-speed-broadband-5g.html?rref=collection%2Ftimestopic%2FComcast%20Corporation [28] https://www.nytimes.com/2016/11/12/business/dealbook/donald-trump-could-move-from-deal-maker-to-deal-slayer.html?rref=collection%2Ftimestopic%2FComcast%20Corporation [29] https://www.nytimes.com/2016/11/07/business/media/media-merger-success-comcast-and-nbcuniversal-say-yes.html?rref=collection%2Ftimestopic%2FComcast%20Corporation [30] https://www.nytimes.com/2016/07/07/business/dealbook/detente-for-netflix-and-comcast.html?rref=collection%2Ftimestopic%2FComcast%20Corporation [31] http://www.bizjournals.com/philadelphia/news/2017/01/31/comcast-roberts-wireless-verizon-cmcsa-mormon-ad.html [32] http://www.investors.com/news/technology/verizon-comcast-merger-talk-a-non-starter-says-jpmorgan/ [33] http://www.tennessean.com/story/money/industries/2017/01/24/comcast-business-launches-1-gigabit-service-greater-nashville-area/96948162/ [34] https://arstechnica.com/tech-policy/2017/01/comcast-att-and-isp-lobbyists-are-excited-about-trumps-fcc-chair/ [35] https://arstechnica.com/information-technology/2017/01/cox-third-biggest-cable-company-expands-data-caps-and-overage-fees/ [36] http://cordcuttersnews.com/best-comcast-modems-2017/ [37] http://www.phillymag.com/business/2017/01/25/comcast-fees-higher-bill/ [38] http://www.philly.com/philly/blogs/comcast-nation/Comcast-reverses-decision-on-Mormon-tips-cable-ad-and-will-air-them-LBGT-activist-Karger-says.html [39] http://www.telecompetitor.com/comcast-expands-gigabit-business-fiber-footprint-unveils-two-new-service-tiers/ [40] http://www.bizjournals.com/philadelphia/news/2017/02/02/secret-sanctuary-new-comcast-tower-has-residential.html [41] http://www.theusacommerce.com/2017/02/03/the-technical-facts-on-comcast-corporation-cmcsa-2/ [42] http://www.theverge.com/2017/2/3/14501898/att-verizon-t-mobile-sponsored-data-fcc [43] http://corporate.comcast.com/comcast-voices/ces-reflections-what-makes-a-smart-home-smart [44] http://www.cio.com/article/3128922/internet-service-providers/new-comcast-data-caps-spotlight-disturbing-trend.html [45] http://www.encyclopedia.com/social-sciences-and-law/economics-business-and-labor/businesses-and-occupations/comcast-corp [46] http://diversity.comcast.com/diversity-in-demand [47] http://diversity.comcast.com/creating-opportunities-in-our-communities [48] http://corporate.comcast.com/news-information/news-feed/how-comcast-took-dvr-out-of-the-box-with-cloud-technology
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REFERENCES: POPULAR MEDIA SCAN + KEY FACTS [49] http://www.cnbc.com/2017/01/26/comcast-fourth-quarter-earnings.html [50] http://www.businessinsider.com/comcast-launching-smarter-internet-service-2017-1 [51] https://experience.xfinity.com/get-help-and-get-smart-at-our-new-xfinity-stores/ [52] http://fortune.com/2016/05/16/comcast-ceo-sees-lots-of-competition-where-others-dont/ [53] http://www.wtoc.com/story/16343711/comcast-responds-to-city-of-savannah-and-customer-complaints [54] http://www.fiercewireless.com/wireless/comcast-vows-to-launch-bundled-wireless-service-by-mid-year [55] http://thehill.com/blogs/congress-blog/economy-budget/314661-do-not-pass-go-do-not-collect-200-monopoly-is-now-only-a
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REFERENCES: INNOVATION EVOLUTION MAP [1] http://www.npr.org/sections/thetwo-way/2016/10/22/498996253/timeline-at-ts-merger-with-time-warner-follows-decades-of-industry-deals [2] http://www.philly.com/philly/business/comcast/20160807__We_____don_t_want_to_be_Netflix___exec_says__as_Comcast_discovers_its_own_ innovations.html [3] https://business.comcast.com/about-us/our-history [4] http://corporate.comcast.com/our-company/our-story [5] https://successstory.com/companies/comcast [6] http://www.huffingtonpost.com/huff-wires/20130213/us-comcast-ge-comcast-timeline/?utm_hp_ref=arts&ir=arts [7] http://www.latimes.com/business/la-et-ct-comcast-milestones-20140629-story.html [8] http://corporate.comcast.com/news-information/timeline [9] https://www.facebook.com/TMobile/videos/10154852285288895/ [10] http://corporate.comcast.com/comcast-voices/no-more-codes-x1-voice-remote-works-with-your-tv-right-out-of-the-box [11] http://corporate.comcast.com/news-information/news-feed/comcast-to-offer-new-digital-home-solution-in-2017 [12] https://gigaom.com/2012/01/22/if-comcast-cant-make-it-in-the-wireless-biz-who-can/ [13] http://www.verizon.com/about/our-company/history-and-timeline [14] http://30yearsofdiscovery.com/29-discovery-communications-pioneers-with-first-247-hd-network [15] https://prezi.com/vjtyr5hwgokv/the-history-of-hulu/ [16] http://savannahnow.com/news/2013-03-23/savannah-city-officials-plan-comcast-review [17] http://www.theverge.com/2016/11/30/13799148/altice-usa-optimum-suddenlink-10gbps-fiber-rollout [18] http://www.nytimes.com/interactive/2016/02/12/technology/att-history.html?_r=0 [19] http://www.baudot.net/docs/att--exits-telegraph-biz.pdf [20] https://www.timetoast.com/timelines/history-of-netflix-714b6659-c9cf-46d1-ac44-db6ef27a12ed [21] http://corporate.comcast.com/news-information/news-feed/comcast-innovation-technology-center-press-release [22] http://www.visitphilly.com/articles/philadelphia/the-comcast-innovation-and-technology-center/#photo [23] http://corporate.comcast.com/comcast-voices/calling-all-researchers-comcast-innovation-fund-seeking-projects [24] http://corporate.comcast.com/news-information/news-feed/how-comcast-took-dvr-out-of-the-box-with-cloud-technology
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