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Tale of Two Shoppers

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How is technology shaping the customer experience in retail? Here’s a look at a shopper’s experience with Cisco CMX—and without. Learn more about the customer experience offerings we have for retail here: http://cs.co/cs0822a

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Tale of Two Shoppers

  1. 1. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential A Tale of Two Retailers Life with and without Connected Mobile Experiences (CMX)
  2. 2. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 43 Life with CMX Meet Mia! She is refurnishing her kitchen and is about to experience life before and after Cisco CMX. Let’s see what her experience is like as she places an online order for in-store pick up and heads to the store to look at larger appliances in person.
  3. 3. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Life with CMX After placing the online order, the store’s customer management system automatically notifies an associate of the online purchase who then begins to assemble the order. Automatic action Life without CMX Unfortunately after Mia places the online order, no one in the store is notified because the online order hasn’t been integrated into the Customer Management System. No action 43 At the storeAt the store
  4. 4. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Life with CMX As Mia walks into the store, her phone automatically connects to Wi-Fi. Cisco CMX Engage notifies Mia that her online order is ready. Personal connection Life without CMX The last time Mia was here, the Wi-Fi was spotty. Mia leaves her phone in her pocket, unconnected. After all, bad Wi-Fi is more frustrating than no Wi-Fi. No connection 43 At the storeAt the store
  5. 5. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Life with CMX CMX notifies Mia’s phone asking whether she wants to compare products, call a sales associate, or view a map. She chooses to call a sales associate. Personal help Life without CMX Mia has been standing near the appliance section, and needs help but she can’t find an associate. The store has no way of knowing that she needs assistance or even how long she’s been waiting. No help 43 At the storeAt the store
  6. 6. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Life with CMX As Mia was speaking with the store rep, her location and dwell time trigger CMX and she receives a special promotional discount for 20% off an appliance. Personal attention Life without CMX Mia wanders, looking for a sales associate. When she finally finds one, there’s already a line of people waiting for his attention. No attention 43 At the storeAt the store
  7. 7. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Life with CMX Mia makes a decision and is able to check out with the sales associate right there. Mia’s sales journey is saved to the store’s CRM profile so they can better serve her in the future. Satisfied with her experience, and proud of her success, Mia heads home. All smiles At the store Life without CMX Frustrated with the wait and not having her online order ready for pick-up, Mia decides to leave the store without spending a dime. No sale At the store 43
  8. 8. Choose your adventure Learn more about customer experience here Learn more about the technology behind CMX here Contact us here

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