Optimize customer experience and business operations with Cisco CMX

CISCO CONNECT 2018 . IT’S ALL YOU
Cisco CMX
Leverage Your Wireless Network to Improve
Customer Experience and Business Operations
Mark Krischer, CTO, Wireless - Asia Pacific and Japan
15 March 2018

CISCO CONNECT 2018 . IT’S ALL YOUCISCO CONNECT 2018 . IT’S ALL YOU
Digital Transformation
IoTMobility Analytics Cloud
Technology Transitions
The Network Connects Everything

Digital Network Architecture
Intent-Based
Network Infrastructure
DNA Center
AnalyticsPolicy Automation
I N T E N T C O N T E X T
S E C U R I T Y
L E A R N I N G

z
Intent Based Networking
S E C U R I T Y
L E A R N I N G

z
Business Goals
Digital Insights
Intent Based Networking
S E C U R I T Y
L E A R N I N G
SecurityMobile
IoT Cloud
Digital Business

Driving Outcomes and Experiences
Operational
Analytics
• Asset Visibility &
Traceability
• Asset & Tag
Management
• Operational Insights
Customer
Experience
• Guest Experience
• Omni-Channel
Experience
• Context Profiling
• CMX Engage
Location
Analytics
• Presence Analytics
• Location Analytics
• Workplace Analytics
• Social Analytics
Mobile
Experience
• Navigation &
Wayfinding
• Mobile SDK & App
• Digital Marketing
Automation

Operational
Insights

Business Rules
Operational
Insights
Digitising Physical Assets
Asset Tags Sensors Wi-Fi Devices
Operations
Detect Categorize Monitor
CMX Alerts
Reports

Asset Location
Click on Asset
For location and details
Customisable
Quick Filters
Zones
Edit zones on map to
create effective alerts
Tools
Export, filter and
customise view

Healthcare Industry
Equipment Inventory Tracking
• Avoid loss of lost medical equipment and save
money by reordering stock only as it runs low.
Safety and Compliance
• Save costs by making sure your devices are in
compliance with CDC.
• Prevent inventory damage from environmental
conditions.
Workflow Optimisation
• Improve efficiency and save costs by
understanding your staff flow and dwell times in
your facility.

Manufacturing Industry
Asset and Inventory Tracking
• Avoid loss of costly inventory and save money by
reordering stock only as it runs low.
Device Level Telemetry
• Save money on maintenance and inspections
by automating data collection and monitoring of
your equipment.
• Prevent damage of your inventory from
environmental conditions inside your facility.
Machine Utilisation
• Improve efficiency and save costs by enhancing
your equipment paths of operation and making
better workflows.

Retail Industry
Cart and basket tracking
• Save staff time dedicated to locate carts and
baskets.
Fridge temperature monitoring
• Avoid waste in your inventory by monitoring
products sensitive to temperature (vegetables,
dairy, frozen food, etc.).
Improve Store Operations
• Increase customer satisfaction by always having
their online pickup order ready and fresh.

Business Rules
Set Conditions
Location, Attribute
Battery Level,
Button Press,
Telemetry
Information
Name, Description
Priority
Select Assets
Filter by Department,
Category
Take Action
E-Mail, SMS
HTTP POST
Attribute Update
Select Triggers
When rule fires

Business Rules
Select Assets
Filter by Department,
Category

Workplace
Analytics

Workspace Evolution
HYBRID
Fixed & Agile
Utilization
Increased Mobility
TRADITIONAL
Names to Seats
Allocation/Chargeback
Adjacency
MODERN
Activity Based Working
Real Time Utilization
Collaboration/Productivity
Portfolio Cost Savings: 5-10% Portfolio Cost Savings: 10-20% Portfolio Cost Savings: 20-30%

Serraview
Measure Model Monitor Enable
Occupancy Portal
Actual Utilization
Neighborhoods/
Ratio Seating
Portfolio Modeling Utilization Analytics
Performance Monitoring
Space Availability
Employee Locator
Portfolio Right-Sizing Workforce Enablement

Digitising the Workplace Experience
Space Utilisation Productivity
Portfolio utilisation
over 3 years
Involuntary
turnover
In job
applications
Measured by throughput
targets & employee survey
42%
Increase
400%
Increase
12%
Increase
11%
Reduction
Talent

Social
Analytics

Geofencing
Without location-based
monitoring, you are missing at
least 80% of the content
posted on social media about
your business.
Local Measure’s technology
captures content within a
geographic location,
regardless of hashtags or
keywords, ensuring that you
always see the full picture.
Geofencing

Local Measure
Discovery
Comprehensive
local content and
audience
dashboard with a
simple and easy
to use interface.
Engagement
Real time engagement
allows cross-platform
and multi-brand
engagement with your
audience.
Automation
Smart, rules-based
alerts and tagging
automatically route
data to the right
place.
Image Recognition
Tagging
Publishing
Compelling user-
generated content
galleries that are
embeddable on
your digital
properties.
Analytics
Location-based
analytics to help
drive better
business decisions
and real time
response.
Integration
Simple integrations to
Cisco Spark, Meraki,
Cisco CMX.
Customer Profile data
feed into Salesforce,
IBM, Wordpress,
Marketing Automation
Mobile
Local Measure
Mobile App plus
push notifications to
Cisco Spark with AI
BOT and full
Collaboration
capabilities.
Wi-Fi
Customer Wi-Fi
Splash Page with
Social Sign on.
Customer Profile
dashboard and
Analytics

Mobile
Experience

Navigation and Wayfinding
• Wi-Fi
• Hyperlocation
• BLE
• Device Sensors
• Accelerometer
• Gyroscope
• Magnetometer
• Barometer

MazeMap
• From CAD to mobile optimised maps
• Single source of truth
• Automated pathfinding
• Web access
• Mobile app integration

Cisco Live Mobile App

CMX
Engage

Digitising Physical Spaces
Insights Acquisition Engagement
Acquire Visitors, Identify Location
Personas & Understand Behaviour
New vs Returning
Visitor
Weekend Visitor Evening High
Dweller
Employee Loyal MemberMulti-location
Visitor
SMS Email
Smart Captive
Portal
API Trigger
App
Deliver Contextual Omni-Channel
Engagements
Gain Insights on Visitor Behaviour,
Benchmark Locations & Measure
Return On Space™
Seamlessly Integrate with Enterprise Workflows TicketingMarketing/CMSPoSLoyalty/CRM

Location Personas Enable Actionable Insights
Personas Rules
Business Lunch
Visitor
IF user enters Food Court Zone between 11am and
1pm on Mondays to Fridays, TAG as “Corporate
Lunch Visitor”
Gym User IF user enters Gym Zone, TAG as Gym User
Weekend Visitor IF user enters Site on Saturday or Sunday, TAG as
“Weekend Visitor”
Food Court Dweller IF user dwell time in Food Court Zone >45 minutes,
TAG as “Food Court Dweller”
Lounge Visitor IF user enters Lounge Zone from 4pm to 6pm on
Mondays to Fridays, TAG as “Lounge Visitor”
Frequent Movie Goer IF user enters Movie Zone more than 2x in 30 day
period, TAG as “Frequent Movie Goer”
Frequent Shopper IF user enters Retail Zone more than 4x in 30 day
period, TAG as “Frequent Shopper”
Create personas meaningful to locations to understand user behaviour
Food Court
Dweller
Weekend
Visitor
Lounge Visitor
Frequent
Movie Goer
Frequent
Shopper
Gym User
Business
Lunch Visitor

Smart Captive Portals
Business
Lunch Visitor

Omni-Channel Engagement
• IF guest tagged as “loyalty member”
• AND “lounge visitor”
• AND is in the hotel between 4pm and 6pm
• THEN send Happy Hour Promotion
notification
• Push Notification for App Users
• SMS for Non-App Users
Lounge Visitor

Proven Results
5 Countries
UAE, Bahrain, Egypt, Oman, Beirut
14 Locations
Mall of Emirates, Mall of Egypt, City Center Malls
8 Weeks
End-to-end deployment across all properties
Enhancing Shopper Experience with Contextual Mobile Engagement
65M
Engagements delivered
in 8 months
2.5M
unique users acquired
80%
Engagement rate at-location
with repeat shoppers
2,666
Access Points

10.9M
Engaged Devices
1,400+ Hotels 57,000+ APs 725+ VPNs 235 with PMS to date
Global Scale & Reliability
7 Countries
United States, Canada, Germany, Japan, Mexico,
Dominican Republic and El Salvador
Centralized Management Across
11 Brands
CP, CW, EV, EX, HE, HI, HN, HR, IC, IN and SB
Rapid Deployment at Scale
1 Day
To deploy across 31 Hotels
Properties provisioned in 30 minutes
9.7M
Authenticated Devices
The Largest LBS Cloud Deployment in the World
Proven Results

Optimize customer experience and business operations with Cisco CMX

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