The Cancer Council Online Community provides all people affected by cancer, a space to connect, share experiences and find information and support in a safe forum. ------------------------- Company: Cancer Council NSW                                                      Entry submitted by: Kate Fenerty, Amy Howard & Tina Nguyen (Community Manager, Lead Digital Designer & Developer and Digital Project Manager) Community: Cancer Council Online Community Lithy category:  Digital CX All-Star   We are an independent and forward-thinking community of people, where ideas and charity come together to make a difference in the fight against all cancers and a vision of a cancer-free future.   At Cancer Council NSW, we believe that the enormous capability residing in communities can be unlocked. The greatest impact can be achieved by treating cancer as a social issue rather than purely as a health issue.   Our vision will be realised when lives are not cut short by cancer nor their quality of life diminished. As Australia’s leading cancer charity: we provide support, unite the community, create hope and save lives.   At Cancer Council NSW, we have a vision of a cancer-free future. There are things that we can all do every day to help make this happen. Every year in NSW alone, more than 46,000 new cases of cancer are expected to be diagnosed, and the impact on families, care-givers and communities is significant.   Together with our volunteers, supporters, stakeholders and staff, we are committed to reducing the impact of cancer on individuals and the community, and to lessening the burden for people affected by cancer.   Cancer Council NSW also believes digital plays an important and critical part in lessening this burden. Hence we have long been in the online space; providing online psychosocial support for people affected by cancer since 2009 when we launched Cancer Connections. Cancer Connections offered anyone affected by cancer, the chance to post their stories in blogs, share their experiences and seek support in the forums as well as hosted a number of online support groups, which were facilitated by Cancer Council professional staff.   During 2015 an estimated 127,000 new cases of cancer were diagnosed in Australia [1] By 2020 this is expected to be 150,000 new cases It is estimated 82,000 newly diagnosed people will search online for information each year [2] Approximately 42,000 will visit an online support group forum at least once [3] . Research shows that the provision of online information to people affected by cancer helps them to gain self-control, reduce anxiety, improve compliance, create realistic expectations, promote self-care and generate feelings of safety and security [4] . It was with these statistics in mind, the need for a technologically robust platform and the ongoing popularity of the Cancer Connections community, that the business case to revamp the site was then approved.   The Cancer Council Online Community provides all people affected by cancer, a space to connect, share experiences and find information and support in a safe forum. Through the Online Community, we also aim to reduce isolation, whether that is caused by geographical, physiological or psychological means.   Starting off In order to rebuild the site whilst staying true to our existing community members and their needs, significant amounts of research were undertaken by Cancer Council NSW with those very members. We also identified Community Champions, to be engaged and involved throughout this project journey.   We analysed all available data, surveys, Google Analytics, CMS reporting as well direct conversations with the community members. We did this to understand not only who the members were and their needs, but also what they liked and did not like about the existing site and what else they would like to see with a new and improved website.   The Cancer Connections site was thoroughly triaged and user journeys were identified for us, to fully understand the different ways that someone affected by cancer may interact with the community.   A key focus for our Lithium-powered Online Community is supporting the families, friends and carers (care-givers) of those affected by cancer. Often this audience segment can be overlooked, as they are not the one who has the cancer but can still be profoundly impacted. There are plethora of psychosocial issues & dynamics, that this group experiences. Therefore, we ensure we developed specific information and resource for Carers, with links to support services, including carers of Aboriginal and Torres Strait Islander people.   User Testing Time We used tree testing to conduct the second stage of our usability research. We engaged existing community members, as well as Cancer Council volunteers to assist us with user experience testing. By conducting this research online via treejack, we were also able to engage members of the community who lived in regional areas, ensuring those members of the community were accounted for. When the time came to conduct the second stage, we reached out to our Community Champions again to participate in several phases of face-to-face testing with us using both wireframes and the staging site. We ensured our testers represented a cross-section of the community and overall, we were rewarded largely positive sentiments. Any issues that arose, we were able to address these quickly. Having real members from our community assisting us with every step of the testing, ensured we were on the right track of building the right platform for those will use it. Cancer Council Online Community      While we have adopted a digital first approach to the rebuild and the User Experience, we fully acknowledge our community and its unique needs. A full-time Community Manager as well as a team of qualified health professional staff and volunteers facilitate the Online Community. This ensures that Cancer Council NSW maintains the Online Community’s high-level quality of support and relevant information resources on the platform. This adds to the richness, of each members’ experience in the community.      [1] Australian Institute of Health and Welfare 2015. Australia’s welfare 2015. Australia’s welfare series no. 12. Cat. no. AUS 189. Canberra: AIHW 2 Monnier J, Laken M. Carter CL. Patient and caregiver interest in internet-based cancer services. Cancer Pract.2002. Nov –Dec 10 (6) 305-10 3 Chung.J.E.2014. Social Networking in Online support groups for Health: How Online Social Networking benefits patients. Journal of Health Communication: International Perspectives. 19:6, 269-659 4 Eysenbach G. The impact of the internet on cancer outcomes. CA Cancer J.Clin 2003. Nov-Dec, 53 (6) 356-71. ... View more

The Digital Care team at Comcast provided more than 3 million deflections and a company-wide savings of at least $15 million annually between April 2016 and April 2017.    -----------------   Company: Comcast Digital Care                                                       Entry submitted by: Alan Wilder (Sr. Manager, Communities) Community: Xfinity Help & Support Forums Twitter: comcastcares Facebook: Xfinity Facebook: Comcast Lithy category:  Support Savings Titan   Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. From our products to our people, we’re committed to delivering the best experience possible so our customers can do more and enjoy more of what they love.   Our social care objectives with Lithium Set out to increase Solutions and Solution Views in 2016 Rebuilt Super-User program Introduced responsively designed signatures for Super-Users and Official Employees Began measuring success with Lithium Value Analytics surveys Expand early warning system function through best-in-class technology Cross-pollinate Community & Social touchpoints for optimal customer education Staying true to the digital CX revolution With customer experience fully baked into the Comcast lifestyle and becoming Comcast’s best product, the Digital Care team at Comcast stays true to the revolution. Last year, the company reported 22 million fewer customer service calls and volume increases of nearly 20% year-over-year in social care. To keep current with the shift in customer service inquiries to digital platforms, Digital Care committed to a staffing increase of 142% from 2015 to 2016, tripling the staff, and looks to continue expanding in 2017 with even more staffing. With representation nationwide and 24/7 bilingual operations, Comcast social care executes adapting internal and external hires into fully-functioning social care specialists in just 6 weeks utilizing the Approvals technology.   As we added Digital Care specialists to the mix, we’ve also added key business partnerships with the accessibility of Lithium's Dashboards & Expert Help for outside users. Using this technology, our customers have the most relevant information at their fingertips and our business partners have access to the fastest customer feedback they’ve ever had.     Driving the Digital Care team are the team’s use of tags with Lithium Social Media Management (SMM) for Service. From early warning monitoring to conversation routing, tags envelop the team’s Triage and Incident Management functions. The team utilizes more than 20 tag categories and 2,000 individual tags to support resolutions, NPS, author status, content categorization, and more. The addition of the Incident Management team has allowed for Digital Care to be the classifiers and communicators of incidents to internal stakeholders and customers for more than 75 incidents and events in 2016, including the Summer Olympics.   Customer issues often translate between both social properties and the Community. More often than not, incidents or product launches that are showcased in Lithium Social Intelligence realtime view appear soon after on social media. With this knowledge, the Digital Care team has mitigated and reported several incidents before the company became aware. This leads to faster response times and resolutions and provides the ultimate customer experience.     Our results   The Xfinity Help & Support Forums, another channel supported by the Digital Care team at Comcast, in and of itself provided more than 3 million deflections and a company-wide savings of at least $15 million annually between April 2016 and April 2017.  In 2016 the team responsible for our community set out to increase Solution Views (and subsequently Call Deflections). One of the areas we focused on to achieve this was to rebuild our Super-User program. The team identified success metrics (such as Solutions, Solutions Approved, Minutes Online, Responses and others) to understand the existing baselines. Our Community Manager formed a direct partnership with some existing Super-Users and began building relationships with some of our more active users that weren’t previously included in our Super-User group. We hosted monthly video conferences with the group, began sharing upcoming releases with on their own private section in the community and helped them feel a part of the larger process of our community that had been absent previously. We also introduced some visual queues to help teach the wider community best practices (like marking a solution). We added new responsively-designed signatures (over 56% of our traffic is using mobile or tablet devices) for all Super-Users and our Official Employees who assist in our Forums. Through these efforts we raised our Solution views 52% year over year (over 12M total in 2016).   Using the Lithium Value Analytics survey we were able to measure the number of customers who found the answer they were looking for and avoided the need to call in or contact us through another channel. We’ve always known our forums drive tremendous opportunity to reduce customer effort and provide a solution, we’re extremely proud of the increases in Solutions accepted, Solution views and the great detail our re-engaged Super-Users are providing across our Help & Support community. Comcast has invested in the internal team that supports Community from both the strategy side and the operations side. We look forward to continuing to make our Forum a best in class site with relevant information that allow our customers the chance to find what they’re looking for as easily as possible.   Along with the expansion, the team has been able to maintain reduced response times and increase in-channel resolutions and first contact resolutions. Using a combination of increased and smarter staffing, routing out irrelevant content, and incorporating real-time queue management analysis, the team has worked to reduce response times by more than 64% and keeping resolutions 99% in-channel. The customers are noticing too. Since implementing the NPS process within Lithium in 2015, we’ve seen year-over-year increases of our in-channel NPS results of nearly 30%. Also, negative customer experiences are converted nearly 85% of the time when engaged by the Digital Care team.   ... View more