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© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential 1
Featured speakers
Mark Scanlan
Global Retail Leader
Suzanne Phillips
Global Marketing Manager
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
Sam Reinhard
Technical Solutions Architect
3
Housekeeping
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
Before we begin…
• If you have any questions, please type them in the Questions window.
• If you have any audio problems, please chat us for help.
• A recording of this presentation will be sent to you in a few days.
Agenda
4
1. Retail Landscape
2. The Challenge
3. How ThousandEyes
Can Help
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
5
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Customer Shopping from Mobile Phones
53% of mobile users
abandon sites that take
over three seconds to
load.
Mobile application sales are
forecasted to make up over 10%
of all US retail sales by 2025.
75% of customers carry out
purchases on their mobile
phones, yet 90% still claim that
the mobile e-commerce
experience could be better.
Improve reliability of digital experiences, websites, and API connected
applications to meet customer expectations.
53% 75%
10%
6
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Power Hybrid Work for Retail Contact Centers
49% of contact centers consider
employee satisfaction as one of
their top 5 KPIs.
75% of contact centers are now
operating in the cloud.
Long term, contact center
leaders anticipate a hybrid
work environment with 47% of
agents working remote.
Empower associates to deliver the experiences customers expect, from anywhere
49% 47%
75%
7
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Transforming infrastructure in Retail Operations
About 60% of retailers use
cloud workflows In multiple
areas.
The global cloud retail market is
expected to reach $39.63 billion in
2026, which represents a 16.3%
compound annual growth rate (CAGR)
from $11.89 billion in 2018.
of emerging technology
retailers are currently investing
in analytics and AI which will
better empower frontline
associates and workers
Evolving networks provide opportunity and pose challenges for the retail business
73%
60% $39.6B
We’re in a
new world
8
The Challenge
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
Colocation
Data Center
SaaS
SaaS
SaaS
SaaS
SaaS
All distributed
Your Apps
Your People
Your Infrastructure
9
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
The Challenge
Visibility and
control is
shrinking
External
dependencies
are exponentially
growing Network Internet
Cloud
SaaS + API
Home
Office
App Stack
Data Center
Sa
aS
10
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
The Challenge
Management paradigm
IT Assets You Don’t Control
IT Assets You Control
Escalate
?
Evidence
Find Fix
has shifted
Colocation
Data Center
SaaS
SaaS
SaaS
SaaS
SaaS
Massive
blind spots
erode ability
to manage
11
The Challenge
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
So many layers, domains,
and providers
Traditional tools don’t work
for what you don’t own
“Is it the user
environment?”
“Is it the
Edge?”
“Is it the
Internet?”
“Is it the
application?”
“Is it the
cloud?”
“Is it the
DNS?”
13
See, understand,
and improve
digital experiences
across your retail
operations.
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
ThousandEyes Collective Intelligence
1000+
Vantage
Points
Billions
Daily Path
Measurements
Thousands
Digital
Services
110+
Countries
15
© 2022 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
ThousandEyes
Impact on Retailers
Your Ecommerce
Your Supply Chain
Your Store
Your People
Underpinned by the Network:
Digital Experience Assurance
16
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Retail Landscape
Retail Initiatives that Drive Business Outcomes
Remove barriers to revenue. Ensure
Ecommerce and other digital services
are available, fast and optimized.
• Digital experience management
• Mobile Engagement
Empower your back-office team,
associates, and contact center agents
whether at home, in the store, or
anywhere else with hybrid work.
• Intelligent contact center
• Associate engagement
Ensure connections from your retail
operations to the apps they need.
Manage multiple retail sites and
operations facilities in one easy
dashboard.
• Enabling secure hybrid cloud
• Order fulfillment
• Equipment monitoring
• Flexible fulfillment
Ecommerce and
customer experience
Optimized back-office
operations
Retail operations
performance
Use Cases
Use Cases Use Cases
Your Apps Your People Your Infrastructure
17
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Retail Landscape
Retail Initiatives that Drive Business Outcomes
Remove barriers to revenue. Ensure
Ecommerce and other digital services
are available, fast and optimized.
• Digital experience management
• Mobile Engagement
Empower your back-office team,
associates, and contact center agents
whether at home, in the store, or
anywhere else with hybrid work.
• Intelligent contact center
• Associate engagement
Ensure connections from your retail
operations to the apps they need.
Manage multiple retail sites and
operations facilities in one easy
dashboard.
• Enabling secure hybrid cloud
• Order fulfillment
• Equipment monitoring
• Flexible fulfillment
Ecommerce and
customer experience
Optimized back-office
operations
Retail operations
performance
Use Cases
Use Cases Use Cases
Your Apps Your People Your Infrastructure
18
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Retail Landscape
Retail Initiatives that Drive Business Outcomes
Remove barriers to revenue. Ensure
Ecommerce and other digital services
are available, fast and optimized.
• Digital experience management
• Mobile Engagement
Empower your back-office team,
associates, and contact center agents
whether at home, in the store, or
anywhere else with hybrid work.
• Intelligent contact center
• Associate engagement
Ensure connections from your retail
operations to the apps they need.
Manage multiple retail sites and
operations facilities in one easy
dashboard.
• Enabling secure hybrid cloud
• Order fulfillment
• Equipment monitoring
• Flexible fulfillment
Ecommerce and
customer experience
Optimized back-office
operations
Retail operations
performance
Use Cases
Use Cases Use Cases
Your Apps Your People Your Infrastructure
19
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Retail Landscape
Retail Initiatives that Drive Business Outcomes
Remove barriers to revenue. Ensure
Ecommerce and other digital services
are available, fast and optimized.
• Digital experience management
• Mobile Engagement
Empower your back-office team,
associates, and contact center agents
whether at home, in the store, or
anywhere else with hybrid work.
• Intelligent contact center
• Associate engagement
Ensure connections from your retail
operations to the apps they need.
Manage multiple retail sites and
operations facilities in one easy
dashboard.
• Enabling secure hybrid cloud
• Order fulfillment
• Equipment monitoring
• Flexible fulfillment
Ecommerce and
customer experience
Optimized back-office
operations
Retail operations
performance
Use Cases
Use Cases Use Cases
Your Apps Your People Your Infrastructure
20
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Retail Landscape
Assure Ecommerce and Retail Operations
Uptime with ThousandEyes
Ecommerce and
customer experience
Optimized back-office
operations
Retail operations
performance
Your Apps Your People Your Infrastructure
21
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
Next steps
and Q&A
Learn
more
Free
trial
Demo
• Get a real-time view of the health of the Internet
www.thousandeyes.com/outages/
• Learn about ThousandEyes for Retail
https://www.thousandeyes.com/solutions/retail
• Sign up for a free trial:
www.thousandeyes.com/signup/
• Request a demo:
www.thousandeyes.com/request-demo
22
© 2022 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
Supporting slides
23
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
ThousandEyes Retail Case Studies
• 2020 Case Study: https://www.thousandeyes.com/resources/richrelevance-case-study
• 2020 Case Study: https://www.thousandeyes.com/resources/yottaa-case-study
• 2018 Case Study: https://marketo-web.thousandeyes.com/rs/thousandeyes/images/ThousandEyes-
Case-Study-Modern-Retailer-Hybrid-Cloud.pdf
• 2024 case study: https://www.thousandeyes.com/resources/room-and-board-case-study
Retail Support
24
© 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
• ThousandEyes Retail Sharelinks
• Example checkout workflow
• myprotein.com eCommerce Outage
• Paypal application outage

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Assure Ecommerce and Retail Operations Uptime with ThousandEyes

  • 1. © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential 1
  • 2. Featured speakers Mark Scanlan Global Retail Leader Suzanne Phillips Global Marketing Manager © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Sam Reinhard Technical Solutions Architect
  • 3. 3 Housekeeping © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Before we begin… • If you have any questions, please type them in the Questions window. • If you have any audio problems, please chat us for help. • A recording of this presentation will be sent to you in a few days.
  • 4. Agenda 4 1. Retail Landscape 2. The Challenge 3. How ThousandEyes Can Help © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
  • 5. 5 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential Customer Shopping from Mobile Phones 53% of mobile users abandon sites that take over three seconds to load. Mobile application sales are forecasted to make up over 10% of all US retail sales by 2025. 75% of customers carry out purchases on their mobile phones, yet 90% still claim that the mobile e-commerce experience could be better. Improve reliability of digital experiences, websites, and API connected applications to meet customer expectations. 53% 75% 10%
  • 6. 6 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential Power Hybrid Work for Retail Contact Centers 49% of contact centers consider employee satisfaction as one of their top 5 KPIs. 75% of contact centers are now operating in the cloud. Long term, contact center leaders anticipate a hybrid work environment with 47% of agents working remote. Empower associates to deliver the experiences customers expect, from anywhere 49% 47% 75%
  • 7. 7 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential Transforming infrastructure in Retail Operations About 60% of retailers use cloud workflows In multiple areas. The global cloud retail market is expected to reach $39.63 billion in 2026, which represents a 16.3% compound annual growth rate (CAGR) from $11.89 billion in 2018. of emerging technology retailers are currently investing in analytics and AI which will better empower frontline associates and workers Evolving networks provide opportunity and pose challenges for the retail business 73% 60% $39.6B
  • 8. We’re in a new world 8 The Challenge © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Colocation Data Center SaaS SaaS SaaS SaaS SaaS All distributed Your Apps Your People Your Infrastructure
  • 9. 9 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. The Challenge Visibility and control is shrinking External dependencies are exponentially growing Network Internet Cloud SaaS + API Home Office App Stack Data Center Sa aS
  • 10. 10 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. The Challenge Management paradigm IT Assets You Don’t Control IT Assets You Control Escalate ? Evidence Find Fix has shifted
  • 11. Colocation Data Center SaaS SaaS SaaS SaaS SaaS Massive blind spots erode ability to manage 11 The Challenge © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. So many layers, domains, and providers Traditional tools don’t work for what you don’t own “Is it the user environment?” “Is it the Edge?” “Is it the Internet?” “Is it the application?” “Is it the cloud?” “Is it the DNS?”
  • 12.
  • 13. 13 See, understand, and improve digital experiences across your retail operations. © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved.
  • 14. ThousandEyes Collective Intelligence 1000+ Vantage Points Billions Daily Path Measurements Thousands Digital Services 110+ Countries
  • 15. 15 © 2022 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential ThousandEyes Impact on Retailers Your Ecommerce Your Supply Chain Your Store Your People Underpinned by the Network: Digital Experience Assurance
  • 16. 16 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential Retail Landscape Retail Initiatives that Drive Business Outcomes Remove barriers to revenue. Ensure Ecommerce and other digital services are available, fast and optimized. • Digital experience management • Mobile Engagement Empower your back-office team, associates, and contact center agents whether at home, in the store, or anywhere else with hybrid work. • Intelligent contact center • Associate engagement Ensure connections from your retail operations to the apps they need. Manage multiple retail sites and operations facilities in one easy dashboard. • Enabling secure hybrid cloud • Order fulfillment • Equipment monitoring • Flexible fulfillment Ecommerce and customer experience Optimized back-office operations Retail operations performance Use Cases Use Cases Use Cases Your Apps Your People Your Infrastructure
  • 17. 17 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential Retail Landscape Retail Initiatives that Drive Business Outcomes Remove barriers to revenue. Ensure Ecommerce and other digital services are available, fast and optimized. • Digital experience management • Mobile Engagement Empower your back-office team, associates, and contact center agents whether at home, in the store, or anywhere else with hybrid work. • Intelligent contact center • Associate engagement Ensure connections from your retail operations to the apps they need. Manage multiple retail sites and operations facilities in one easy dashboard. • Enabling secure hybrid cloud • Order fulfillment • Equipment monitoring • Flexible fulfillment Ecommerce and customer experience Optimized back-office operations Retail operations performance Use Cases Use Cases Use Cases Your Apps Your People Your Infrastructure
  • 18. 18 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential Retail Landscape Retail Initiatives that Drive Business Outcomes Remove barriers to revenue. Ensure Ecommerce and other digital services are available, fast and optimized. • Digital experience management • Mobile Engagement Empower your back-office team, associates, and contact center agents whether at home, in the store, or anywhere else with hybrid work. • Intelligent contact center • Associate engagement Ensure connections from your retail operations to the apps they need. Manage multiple retail sites and operations facilities in one easy dashboard. • Enabling secure hybrid cloud • Order fulfillment • Equipment monitoring • Flexible fulfillment Ecommerce and customer experience Optimized back-office operations Retail operations performance Use Cases Use Cases Use Cases Your Apps Your People Your Infrastructure
  • 19. 19 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential Retail Landscape Retail Initiatives that Drive Business Outcomes Remove barriers to revenue. Ensure Ecommerce and other digital services are available, fast and optimized. • Digital experience management • Mobile Engagement Empower your back-office team, associates, and contact center agents whether at home, in the store, or anywhere else with hybrid work. • Intelligent contact center • Associate engagement Ensure connections from your retail operations to the apps they need. Manage multiple retail sites and operations facilities in one easy dashboard. • Enabling secure hybrid cloud • Order fulfillment • Equipment monitoring • Flexible fulfillment Ecommerce and customer experience Optimized back-office operations Retail operations performance Use Cases Use Cases Use Cases Your Apps Your People Your Infrastructure
  • 20. 20 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential Retail Landscape Assure Ecommerce and Retail Operations Uptime with ThousandEyes Ecommerce and customer experience Optimized back-office operations Retail operations performance Your Apps Your People Your Infrastructure
  • 21. 21 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Next steps and Q&A Learn more Free trial Demo • Get a real-time view of the health of the Internet www.thousandeyes.com/outages/ • Learn about ThousandEyes for Retail https://www.thousandeyes.com/solutions/retail • Sign up for a free trial: www.thousandeyes.com/signup/ • Request a demo: www.thousandeyes.com/request-demo
  • 22. 22 © 2022 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
  • 23. Supporting slides 23 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. Cisco Confidential
  • 24. ThousandEyes Retail Case Studies • 2020 Case Study: https://www.thousandeyes.com/resources/richrelevance-case-study • 2020 Case Study: https://www.thousandeyes.com/resources/yottaa-case-study • 2018 Case Study: https://marketo-web.thousandeyes.com/rs/thousandeyes/images/ThousandEyes- Case-Study-Modern-Retailer-Hybrid-Cloud.pdf • 2024 case study: https://www.thousandeyes.com/resources/room-and-board-case-study Retail Support 24 © 2024 Cisco Systems, Inc. and/or its affiliates. All rights reserved. • ThousandEyes Retail Sharelinks • Example checkout workflow • myprotein.com eCommerce Outage • Paypal application outage