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Presentation Title Presenter Name and Title Session ID
6 Technology Trends that will Define Customer Experience in 2020 Srivatsan Desikan Sr. Marketing Manager (Digital Business Transformation Marketing) PSODGT-1030
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© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Agenda
• What do my Customers Want?
• What is Good Customer
Experience?
• 6 Technology Trends that will
Power Exceptional CX in 2020
The Big Question:
“What do my Customers Want?”
Product Exceptional Perceived Emotional
Experience Service Value Connection
Customer Experience is Key
Source: BCG Research
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
How Important is
Customer
Experience?
70% 5%
25%
Buying Decisions based on Increase in
Increase in
Customer Experience Retention
Profit
Fast Food Chain Super Friendly 700,000 customers
brings food to table Employees Auto Checked In
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Agenda
• What do my Customers Want?
• What is Good Customer
Experience?
• 6 Technology Trends that will
Power Exceptional CX in 2020
How Can You Deliver Good Customer Experience?
Omni-channel Personalized Always On
Engagement Service Experiences
Consistent Information Unique, Memorable & Continuous Engagement &
Across Channels Delightful Interactions Effortless Transactions
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 8
Agenda
• What do my Customers Want?
• What is Good Customer
Experience?
• 6 Technology Trends that will
Power Exceptional CX in 2020
6 Technology Trends that will Power CX in 2020
1 Smart Stores
Brick & Mortar Strikes Back 2 Hyper-Personalization
Segment of One 3 Intelligent Assistants
Ready to Cross the Chasm
4
Remote Experts
Human Interaction Golden 5 Instant Fulfillment
Becomes a Reality 6 VR & AR
Blend Physical with Digital
7
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 10Digital Meets Brick & Mortar
1 Smart Stores
E-Tailers Brick & Mortars
Embracing Brick & Mortar Are going Digital
88% of $3.4T Sales @ Stores 8600+ U.S. Stores to Close in 2017
Acquired Whole 800+ Stores 100 Stores Discount if App to find Our Printer is Your
Foods’ 450 Stores Planned Planned Ordered Online Products in-store Printer
Traditional Store + Digital Commerce = Smart Store © 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicThe Smart Stores Revolution
Amazon GO Ford Nordstrom
Experience Center Showcases Future Smart Mirrors Compare & Recommend
No Payment Counters
Cars Matching Outfits
Burberry Tesco Korea Converse Stores
Checkout from Store Couch Shop at Metro Stations on Digital Design Your Own Sneaker
Aisles. Delivery by Evening
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 12Personalizing for the Segment of One
2 Hyper-
Personalization
It’s a Connected World Willingness to Share Data Advancements in Technology
2020: 25 billion “things” Connected 2020: 1.7 MB per Second per Human Capture, Analyze, Target in Real Time
Individualized Services
Unique Experiences Greater Customer Loyalty
Product focus Customer Segment focus
One-Size Fits All Approach Deliver
Customization on tribal/group behavior
Real Time Adjustments
Increased Customer Satisfaction
Great Results Crowdsourced Ideas
Minimize Product Failures
77% Digital Natives expect a Personalized Digital Experience
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicEarly Adaptors of Hyper-Personalization
Birchbox Wells Fargo Gustin jeans
Hair Gel that Suits You Personalized ATM Dashboard Crowdsourced Denim Designs
Weather Channel + GoRun Delta App McDonalds Asia
Recommends Time to Run based on Find Proactive Alternatives to Create Your Own Burger at Kiosk
Weather Patterns Cancelled / Missed Connections
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 14Intelligent Assistants Cross the Chasm
3 Intelligent
Assistants
Conversation is Golden Ready for Mass Adoption Growing Ecosystem
45% of U.S. Adults use IA 2017:10M homes to have Echo, Home... APIs to add Voice to Applications
Discovery
Ready Basic Search functions. But not for Complicated Queries
Transactional
For Simple Repetitive Orders. But not Complex, High Value Orders
Support
Primetime Routine High Volume Services. But not for Confidential Advice
By 2020, Average Person will have More Conversations with Bots than Spouse
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicGive Voice to Customer Interaction
Dominos Pizza Hyundai + Google Royal Bank of Scotland
“Ok Google, Order Pizza” “Start Engine, Unlock doors” “What is my Account Balance?”
Capital One Samsung Galaxy S8 Macys On Call
“Alexa, ask Capital One, how much “Bixby, Show me my Photo “Where are Ladies Shoes?”
did I Spend?” Gallery”
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 16Human Interaction Remains Vital
4 Remote Experts
High Value Interactions Complex Decisions Service driven Sales
84% Prefer Live Agent to Human Brain - 100 billion Neurons, $ 1.6T Sales lost from Switching
Resolve Issues one Trillion Connections Due to Poor Service
Financial Services
Remote Experts
Guidance from Personal Bankers
Expert Advice
Essential for Critical Seek Legal Option
High Stakes Services Healthcare
Virtual Doctor Visits
77% of U.S. Consumers prefer Dealing with Human Beings for Advice
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicRemote Experts are Already Reaping Rich
Dividends
American Express Kaiser Permanente Nationwide Building
Premium Support for Black Card
Virtual Doctor Visits Virtual Mortgage Advisors
Customers
Increased NPS by 38% Virtual visits > in-person visits 66% Reduction in Cost of Sale
Metlife Mexico HILTI Westpac
Virtual Support Kiosk at Select Added Remote Agent to in-house Support for Business Banking
Branches Support Platform Customers
Net Promoter Score of 100 5% Increased Agent Productivity 90% Increased Conversion
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 18Instant Fulfillment becomes a Reality
5 Instant
Fulfillment
Customer Expectations Technology Advancements
Willingness to Pay AV’s can Deliver
30% Millennials want 25% would pay for 80% of all Parcels in 10 years
Same-Day Shipping Same Day Delivery
Expedited Shipping
A Competitive
Amazon’s same day delivery covers 1,000 US cities
Sharing Economy
Advantage 5 Million downloads for Uber Eats
Drone Delivery
86% of Amazon packages weigh 5 lbs. or les
70% Americans live within 5 miles of a Walmart
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicInstant Fulfillment on the Rise
Amazon Walmart Whole Foods
Offers Same Day Delivery
Incentivizes Same Day Pick up Groceries Delivered in One Hour
Also testing Drone Delivery
Uber UPS Google
Driverless car delivered beer in Testing drones for medicine Drone delivered Chipotle burritos on
Colorado delivery campus
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 206
Virtual &
Augmented
VR /AR Blend Digital with Physical Reality
Computing Advancements Camera Phones Everywhere Democratized Ecosystem
Oculus Rift:1.3M times the powerful of 2020: 15M Phone based VR units in US Google, Microsoft, Facebook (Oculus)
VRs from 1990s Sharing SDKs to enable VR/AR in
Mainstream Applications
Virtual Showrooms
Turn Dreams Stores in your Living Room
To Build Virtual Products
Customer at the Center of Design
Reality Shop Using your Camera
Aim. Click. Buy
100 Million+ Consumers will Shop in Augmented Reality by 2020
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicEarly Movers are Investing in VR/AR
Volvo Lowes Yelp
Browse Cars from Your Couch Design your Virtual Kitchen Locate Cafes on your Street
L'Oréal Makeup App Amazon Flow App Expedia
Try Lipstick Shades Click it. Order It Peek into Hotel Rooms
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 226 Technology Trends that will Power CX in 2020
1 Smart Stores
Brick & Mortar Strikes Back 2 Hyper-Personalization
Segment of One 3 Intelligent Assistants
Ready to Cross the Chasm
4
Remote Experts
Human Interaction Golden 5 Instant Fulfillment
Becomes a Reality 6 VR & AR
Blend Physical with Digital
7
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 23How Do You Get Started? Assess
Understand Customer Journey
Capture Friction, Needs, Future State
Design
Acquire Solutions & Technology
Implement Redefined Process & Journey
Improve
Measure Everything
Observe & Optimize
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 24Transform your
Customer Experience journey
Visit our Customer Experience solutions page
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicComplete Your Online
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© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicQuestions?
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PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 30Cisco Products Enable End-to-End Personalization
Capture Understand Deliver & Improve
Cisco Provides
Telemetry & Big Data Customer Insights & Analytics Experience Delivery Platforms
Embedded telemetry in the network Cisco Connected Mobile Experience (CMX) Cisco Enterprise Mobility Services Platform
provides breadth & depth of data – e.g. and Meraki Location Analytics use network/ (EMSP) Quickly builds context-aware
User, Device, Location, App… Wifi data to capture customer data such as mobile experiences using drag-and-drop
location, time spent, in-store movement etc. design tools.
Cisco UCS powers all data intensive
workloads on a centrally managed, highly Cisco Social Miner listens to customer Sends personalized notifications to visitors
scalable system. conversations originating in the social web based
© 2017 Cisco and/or on their
its affiliates. real-time
All rights reserved. location
Cisco PublicCisco Acquired MindMeld® –
A Deep Domain Conversational AI Platform
Contextual Natural
Multimodal Input Support Continuous Learning
Language Processing
Understands Open Ended Seamlessly Blends Voice, Captures Preferences
Inputs e.g. “Get me 1 Text and Touch Inputs Learns new Use Cases over
cobb salad. Make it e.g. “Enter ‘I need Help’ in Time e.g. “Get me my usual
spicy” Chat Box” Tuesday lunch”
Cisco Plans to Introduce Intelligent Assistants in Product, Marketing & Support
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicImmersive Experience
Cisco Virtual Expertise™ Delivers a Compelling Customer Experience with High-
Quality, Collaborative Audio and Video
Get Close to your Customers Like
Never Before
Multi-Channel Delivery
Identifies, Locates, and Connects Customers with
Experts for Instantaneous Service, Anytime, Anywhere
Virtualized Workforce
Creates a Virtual Pool of Experts that can be Centrally
Located, Dispersed at Branches, or Located at Home
Supports a Wide Range of Use Cases
Bring the Store to Customer
Audit Trail
Call. Chat. Co-Browse Enables Recording of Interactions in Support of
Regulatory/Compliance Requirements
Instant Access to Niche Experts
Customer Service Aligned to Business Outcomes
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicCisco AppDynamics™ - Application Performance
Monitoring for Superior Experience
Map iQ Baseline iQ Diagnose iQ Business iQ
Code Level Insights for Every Automates Baselines, Anomaly Automates Diagnostics to A Real-Time Feedback Loop
User, Every Transaction Detection, & Alerting, for Every Provide End-to-End Visibility Between Application &
Metric, and at Scale Business Performance
PSODGT-1030 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 34Cisco Powers Smart Stores from Experience to
Operations
Increased Customer …Reliable & Optimized Store
Engagement & Profitability… Operations
Traffic-Centric Staffing Remote Store WiFi Assurance
Handheld Checkout Application Performance Monitoring
Targeted Ads Store Layout Optimization
Virtual Concierge Secured Customer Data
Store Lighting Synch Locally Cached Digital Catalog
Bringing Digital
Experience and Digital
Operational
Excellence Together
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicYou can also read
