Cisco Connect 2018 Philippines

1. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

2. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
The Next Generation Customer Experience & Connected Digital Experience
Customer Experience 2020
Carl Agbay
PSS ASEAN
Contact Center & Customer Experience Solutions

3. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• What do my Customers
Want?
• What is Good Customer
Experience?
• 6 Technology Trends
that will Power
Exceptional CX in 2020
Agenda

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*Disruption = Substantial change in
market share among incumbents
Expected time to disruption*:
3 years
In your industry, how
many companies will
lose their place in the
top 10 due to digital
disruption (over the
next 5 years)?
Source: Global Center for Digital
Business Transformation, 2015
Seismic Changes Will Displace Nearly 40% of Top
Incumbents, and It Will Happen Soon

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45%
of respondents
say digital disruption
is NOT a
board-level
concern
Does not
recognize
or is not
responding
appropriately
Taking
“follower”
approach
Actively
responding
by disrupting
our own
business
43%
32%
25%
Responses to Digital Disruption
In general, what is the attitude of your
company’s leadership toward digital disruption?
Most Companies Are Not Responding to the Threat
Source: Global Center for Digital
Business Transformation, 2015
31%
Actively
responding
by disrupting
our own
Business
(2017)

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Splitting and Recombining the Three Elements of
Value Creates Opportunity for Outside Disruptors
Cost Value
Price transparency
Consumption-based pricing
Reverse auctions
Buyer aggregation
Rebates and rewards
Experience Value
Customer choice
Personalization
Automation
Lower latency
Any device, anytime
Platform Value
Marketplaces
Crowdsourcing
Peer-to-peer
Sharing economy
Data monetization
$

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Digital Customer Evolution
• Customers prefer self-service
• Escalations are exceptions
• Channel-centric model moves
to a Journey-centric model
• Care Strategy aligning with
Business strategy

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CISCO CONNECT 2018 . IT’S ALL YOU
The Big Question:
“What do my Customers Want?”
Product
Experience
Emotional
Connection
Perceived
Value
Source: BCG Research
Exceptional
Service
Customer Experience is Key

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CISCO CONNECT 2018 . IT’S ALL YOU
How Important is
Customer
Experience?
70%
Buying Decisions based on
Customer Experience
5%
Increase in
Retention
25%
Increase in
Profit
Reservation and
Stay preferences
Super Friendly
Employees
700,000 customers
Auto Checked In

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• What do my Customers
Want?
• What is Good Customer
Experience?
• 6 Technology Trends
that will Power
Exceptional CX in 2020
Agenda

11. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CISCO CONNECT 2018 . IT’S ALL YOU
How Can You Deliver Good Customer Experience?
Omni-channel
Engagement
Consistent Information
Across Channels
Personalized
Service
Unique, Memorable &
Delightful Interactions
Always On
Experiences
Continuous Engagement &
Effortless Transactions
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public

12. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
• What do my Customers
Want?
• What is Good Customer
Experience?
• 6 Technology Trends
that will Power
Exceptional CX in 2020
Agenda

13. © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CISCO CONNECT 2018 . IT’S ALL YOU
6 Technology Trends that will Power CX in 2020
VR & AR
6 Blend Physical with Digital
Instant Fulfillment
5 Becomes a Reality
Remote Experts
4 Human Interaction Golden
Intelligent Assistants
3 Ready to Cross the Chasm
Smart Stores
1 Brick & Mortar Strikes Back
Hyper-Personalization
2Segment of One

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Digital Meets Brick & Mortar
88% of $3.4T Sales @ Stores
Smart Stores
1
Acquired Whole
Foods’ 450 Stores
800+ Stores
Planned
100 Stores
Planned
E-Tailers
Embracing Brick & Mortar
Traditional Store + Digital Commerce = Smart Store
8600+ U.S. Stores to Close in 2017
Discount if
Ordered Online
App to find
Products in-store
Shop online ,
We deliver
Brick & Mortars
Are going Digital

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The Smart Stores Revolution
FordAmazon GO Nordstrom
Timberland StoresTesco KoreaBurberry
Design Your Own Boots
Experience Center Showcases Future
Cars
Shop at Metro Stations on Digital
Aisles. Delivery by Evening
No Payment Counters
Checkout from Store Couch
Smart Mirrors Compare & Recommend
Matching Outfits

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Personalizing for the Segment of One
Hyper-
Personalization2
Willingness to Share Data
2020: 1.7 MB per Second per Human
Advancements in Technology
Capture, Analyze, Target in Real Time
Digital Natives expect a Personalized Digital Experience77%
Product focus
One-Size Fits All Approach
Customer Segment focus
Customization on tribal/group behavior
Individualized Services
Real Time Adjustments
Unique Experiences
Deliver
Great Results
Greater Customer Loyalty
Increased Customer Satisfaction
Crowdsourced Ideas
Minimize Product Failures
It’s a Connected World
2020: 25 billion “things” Connected

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Early Adaptors of Hyper-Personalization
Wells FargoBirchbox Gustin jeans
McDonalds AsiaDelta AppWeather Channel + GoRun
Create Your Own Burger at Kiosk
Personalized ATM Dashboard
Find Proactive Alternatives to
Cancelled / Missed Connections
Hair Gel that Suits You
Recommends Time to Run based on
Weather Patterns
Crowdsourced Denim Designs

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Intelligent Assistants Cross the Chasm
Growing Ecosystem
APIs to add Voice to Applications
Conversation is Golden
45% of U.S. Adults use IA
Ready for Mass Adoption
2017:10M homes to have Echo, Home...
Intelligent
Assistants3
By 2020, Average Person will have More Conversations with Bots than Spouse
Ready
For
Primetime
Discovery
Transactional
Basic Search functions. But not for Complicated Queries
Simple Repetitive Orders. But not Complex, High Value Orders
Support
Routine High Volume Services. But not for Confidential Advice

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Give Voice to Customer Interaction
Hyundai + GoogleDominos Pizza Royal Bank of Scotland
Macys On CallSamsung Galaxy S8Capital One
“Where are Ladies Shoes?”
“Start Engine, Unlock doors”
“Bixby, Show me my Photo
Gallery”
“Ok Google, Order Pizza”
“Alexa, ask Capital One, how much
did I Spend?”
“What is my Account Balance?”

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Human Interaction Remains Vital Remote Experts
4
High Value Interactions Complex Decisions Service driven Sales
$ 1.6T Sales lost from Switching
Due to Poor Service
84% Prefer Live Agent to
Resolve Issues
Human Brain - 100 billion Neurons,
one Trillion Connections
of U.S. Consumers prefer Dealing with Human Beings for Advice77%
Financial Services
Remote Experts
Guidance from Personal Bankers
Expert Advice
Seek Legal Option
Healthcare
Virtual Doctor Visits
Essential for Critical
High Stakes Services

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Remote Experts are Already Reaping Rich
Dividends
Nationwide Building
Westpac
Kaiser Permanente
ViettelMetlife Mexico
Support for Business Banking
Customers
Virtual Doctor Visits
American Express
Premium Support for Black Card
Customers
Virtual Support Kiosk at Select
Branches
Virtual Mortgage Advisors
Increased NPS by 38%
Net Promoter Score of 100
Virtual visits > in-person visits
5 times Increase in Video call
customer support
66% Reduction in Cost of Sale
90% Increased Conversion
Added Remote Agent to mobile
application for in app support

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Instant Fulfillment becomes a Reality
Instant
Fulfillment5
70% Americans live within 5 miles of a Walmart
Expedited Shipping
Sharing Economy
Amazon’s same day delivery covers 1,000 US cities
5 Million downloads for Uber Eats
Drone Delivery
86% of Amazon packages weigh 5 lbs. or les
Customer Expectations
30% Millennials want
Same-Day Shipping
Willingness to Pay
25% would pay for
Same Day Delivery
Technology Advancements
AV’s can Deliver
80% of all Parcels in 10 years
A Competitive
Advantage

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Instant Fulfillment on the Rise
WalmartAmazon UberEats
GoogleUPSUber
Drone delivered Chipotle burritos on
campus
Incentivizes Same Day Pick up
Testing drones for medicine
delivery
Offers Same Day Delivery
Also testing Drone Delivery
Driverless car delivered beer in
Colorado
Meals Delivered in less than One
Hour

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VR /AR Blend Digital with Physical
Virtual &
Augmented
Reality6
Consumers will Shop in Augmented Reality by 2020100 Million+
Virtual Showrooms
Build Virtual Products
Shop Using your Camera
Turn Dreams
To
Reality
Stores in your Living Room
Customer at the Center of Design
Aim. Click. Buy
Computing Advancements
Oculus Rift:1.3M times the powerful of
VRs from 1990s
Camera Phones Everywhere
2020: 15M Phone based VR units in US
Democratized Ecosystem
Google, Microsoft, Facebook (Oculus)
Sharing SDKs to enable VR/AR in
Mainstream Applications

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Early Movers are Investing in VR/AR
IKEAVolvo Yelp
ExpediaAmazon Flow AppL'Oréal Makeup App
Peek into Hotel Rooms
Design your Virtual Apartment
Click it. Order It
Browse Cars from Your Couch
Try Lipstick Shades
Locate Cafes on your Street
25

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6 Technology Trends that will Power CX in 2020
VR & AR
6 Blend Physical with Digital
Instant Fulfillment
5 Becomes a Reality
Remote Experts
4 Human Interaction Golden
Intelligent Assistants
3 Ready to Cross the Chasm
Smart Stores
1 Brick & Mortar Strikes Back
Hyper-Personalization
2Segment of One

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Acquire Solutions & Technology
Implement Redefined Process & Journey
Design
Measure Everything
Observe & Optimize
Improve
Understand Customer Journey
Capture Friction, Needs, Future State
AssessHow Do You Get Started?

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CISCO CONNECT 2018 . IT’S ALL YOU
Personal
Know your
customers and how
they’ve engaged
with you before
Connected Digital Experience Is - Contextual
Any channel
Put your customers in
charge of how and
when they connect
with you
Digital
Engage with
connected
consumers
Effortless
Make it easy for your
customers to do
business with you
Finesse
Context Service
Enterprise Chat
and Email (ECE)
Context Service Remote Expert

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CISCO CONNECT 2018 . IT’S ALL YOU
Connected Digital Experience Is - Continuous
Relevant
Connect to the
customer
lifecycle
Automatic
Provide
personalized
self-help
Back office
Support new
interactions with
videos, text, and
the Internet
of Things
Outbound
Enable
proactive touch
Inbound
Engage on any
channel, at any
time, with the
right resource
Omni Channel
Precision
Routing
Bots & Spark
Care Bots
Proactive
Engagement
Task Routing
API

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CISCO CONNECT 2018 . IT’S ALL YOU
Connected Digital Experience Is - Capable
Efficient
Connect your
customers
with the
right resources
Resilient
Mission-critical
contact centers
Flexible
Deploy to fit
your business
Extensible
Open APIs
for your
applications
Secure
Built on the
Cisco® network
Scalable
To thousands of
resources
Precision
Routing &
SSO
On Premise,
Cloud and
Hybrid
Rest API
High
Availability
Network
Enterprise
Licensing &
Scale

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CISCO CONNECT 2018 . IT’S ALL YOU
Website, download product brochure
Monday 11/1/17, 10:05, System – Web Analytics
Webchat from website, Product page, , Reason – Product Info
Tuesday 12/1/17, 14:15, Agent – Michael
Facebook Message, Agent Tara, Reason – Confirm Price
Thursday 13/1/17, 14:15
On-line purchase, Purchased product X, Order# - 231267
Monday 12/1/17, 14:15
Email - Purchase confirmation, Account Created
Monday 12/1/17, 14:15, System - CRM
Mobile App – Account Activation and Login
Monday 12/1/17, 14:15
Phone – Product Issue, Agent – Matt, Wrap – Require Follow Up
Monday 22/1/17, 11:35
Mobile App – Video & Screen Share session, Wrap - Resolved
Monday 22/1/17, 15:55, Agent - Matt
Mobile App – Loyalty Bonus Pushed – 10% off product
Monday 25/1/17, 10:15
In-Store –Downtown Super Store, Duration – 32m
Monday 12/1/17, 14:15, System – Wireless Tracking
Twitter – Tweets Brand Experience, Agent – Georgia, Retweet
Monday 12/1/17, 14:15
Mobile App – Push product offer
Monday 12/1/17, 14:15, System - Marketing
Product
Inquiry
Confirm
Price
Product
Research
Online
Purchase
Confirm
Purchase
Track
Product
Usage
In-store
Visit
Report
Product
Issue
Resolve
Issue
Receives
Loyalty
Reward
Social
Experience
Product
Offer
Contextual, Personal, Effortless
Customer Journeys
Customer: Kenneth Chong

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CISCO CONNECT 2018 . IT’S ALL YOU
Cisco Connected Digital Experience (CDX)
Inbound and
Outbound
Voice
Speech
Apps
Video
Web-
Channels
Mobile
Care
Social
Media
Partner
Solutions
Finesse
Desktop
Routing
Reporting
Context
Service
Cisco Unified
Contact Center
Immersive
Video
Kiosk
Facebook
Twitter
RSS
Rest API for
Custom Feeds
Cisco Unified Contact Center 11.6
Out of the box experience
Any channel
360 view of customer
Email
Web Call Back
Chat
Virtual Assistant BOT
BOTS &
Mobile
Care Apps
Video
Self-Service
Intelligent Queuing
Speech Recognition
Context Service
Cisco
Solution Plus
Ecosystem
Partners

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CISCO CONNECT 2018 . IT’S ALL YOU
A Leader in the Gartner Magic Quadrant, Yr 2016/17
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from
Cisco.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Contact Center
Gartner, Magic Quadrant for Contact Center
Infrastructure, Drew Kraus, Steve Blood,
May 2017
Video Conferencing
Gartner, Magic Quadrant for Group Video
Systems, Robert F Mason, Tom Eagle
July 2016
Gartner, Magic Quadrant for Corporate
Telephony, Megan Marek Ferandez, Sorell
Slaymaker, July 2017,
Unified Communications Web Conferencing
Gartner, Magic Quadrant for Web
Conferencing, Adam Preset, Whit Andrews,
November, 2016

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CISCO CONNECT 2018 . IT’S ALL YOU
Transform your
Customer Experience journey
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