cisco network insider series: elevate customer experience with cisco intelligent branch

Anna Duong, PSM Manager, Enterprise Network Abhi Karmakar, Product Manager, Enterprise Routing

January 26, 2016

Elevate Customer Experiencewith Cisco Intelligent Branch

Cisco Network Insider Series

© 2016 Cisco and/or its affiliates. All rights reserved.

Quicker Pace of Innovation Implies• Not a sustainable advantage

• Good product is table-stakes

Outsourcing Today Drives Similar• Economies of scope

• Economies of scale

Customer Experience: New Competitive Battlefield

New Competitive Competency

Customer Experience is the New Competitive Battlefield for Differentiation.

66%In

2013

B2C

Switched brands due to

poor customer experience*

B2B

Quicker Pace of Innovation Implies• Not a sustainable advantage

• Good product is table-stakes

Outsourcing Today Drives Similar• Economies of scope

• Economies of scale

Customer Experience: New Competitive Battlefield

New Competitive Competency

Customer Experience is the New Competitive Battlefield for Differentiation.

89%In

2016

B2B

Of companies will compete

based on customer experience

(up from 36% in 2012)**

Retail

Boost Sales

Stores Omni-channel

Education

Improved Learning

Books iPads

Finance

Customer Loyalty

Tellers Remote Agents

Changing Business Landscape

state: Achieving digital transformation is critical to staying competitive (MIT)78%of Executives

*MIT Sloan Management Review, 2013 Digital Transformation Global Executive Study | **Nolan Greene, Research Analyst, Network Infrastructure, IDC

Retail

Boost Sales

Stores Omni-channel

Education

Improved Learning

Books iPads

Finance

Customer Loyalty

Tellers Remote Agents

Changing Business Landscape

*MIT Sloan Management Review, 2013 Digital Transformation Global Executive Study | **Nolan Greene, Research Analyst, Network Infrastructure, IDC

New Customer Digital Experiences: Network More Relevant

“Enterprise networks are moving to a world centered around mobility & cloud-based apps.”(IDC)

By 2020 will become or prepare to become a digital business (Gartner)75%of Businesses

Guest Wi-Fi

Experience

+38% NPS1

3X Customer

Spend2

$95K Savings

per year3

+30% BW Usage4

Business Results

Device Multiple

Content Personalized

Information Flow Adaptive

Connectivity Social

Experience Engaged

Enablers

HD Videos

1 American Express | 2 Luxury Retailer | 3 Large Financial Bank | 4 Lufthansa

Enablers Driving Digital Innovations

Cloud/SaaS

Digital Experience Requirements

Mobility

Mobile-Connected

Devices by 2018(Cisco VNI, 2014)

10B

More Wan

Traffic

Rich Media

Yearly Increase in Enterprise

Bandwidth and Video Adoption(Gartner, Enterprise Network Service

Forecast Analysis, Q2-2014)

50%Up to

Bandwidth

Intensive Apps

Cloud/SaaS

of Organizations Primarily

Use SaaS by 2018(Gartner, Public Cloud Services

Forecast Overview, Sep 2014)

80%

Corporate Wan

Bottleneck

Flexible Connection Optimization Scalability

© 2016 Cisco and/or its affiliates. All rights reserved.

IT Challenges

User Experience

Evolving

ThreatsCost

Constraints

Growing

Complexity

78% Execs Require

Digital Transformation in

Two Years2

User productivity and

customer satisfaction

suffering

30% of Advanced

Threats Targeting the

Branch3

Need to elevate and

scale branch defense

20-50% Annual

Bandwidth Growth1

The exponential

growth of data traffic

and no additional

budget

68% of Execs State

Technology Is Not

Evolving Fast Enough2

As networks grow in

complexity, IT needs

automation and

flexibility

1. Gartner, Forecast Analysis: Worldwide Enterprise Network Services, Q2 2014 Update

2. MIT Sloan Management Review, 2013 Digital Transformation Global Executive Study

3. Gartner: “Bring Branch Office Network Security Up to the Enterprise Standard, April 2013

© 2016 Cisco and/or its affiliates. All rights reserved.

Branch

Branch > Your Differentiator

80%Customer-facing

employees at

the branch*

Remote

Experts

Thin Client

Apps

Mobility

Digital

Signage

Social

Networking90%Revenue attained at

the branch**

The Branch Needs to be Intelligent

*Tech Target, Branch Office Growth Demands New Devices, 2013 |

**US The Census Bureau of the Department of Commerce, 2015

Branch

Cloud/

SaaS

Guest Wi-Fi

IoT

Rich Media

Content

What Is the Solution?

Answer Your Digital Business Needs

Meet Your Customer Expectations

Bridge Divergent LOB & IT Needs

Faster Time to Market TCO Advantage

Answering Your Digital Business Needs

Rich Media

50% more engagement5

Guest Wi-Fi

39%: Dwell time1

56%: Foot traffic1

Customer satisfaction: better than coffee2

Cloud/SaaS

40%: Costs reduction5

79%: Business agility5

33%: CAGR, mission critical3,5

1IHL Group | 2Huff Tech Research | 3Cisco Cloud Index | 4Computer Economics | 5Intel Field Trials | 6Grandview Research | 5Gartner

34% sales boost5

10% Y:Y adoption6

Meeting Customer Expectations

Retail

In-store promotions

eConcierge & eCatalogs

Mobile Point-of-Sale

Education

24/7 eLearning

HD content on iPad

Web conferencing

Finance

Digital signage

Virtual service/advisor

Mobile banking

Security and Regulatory Compliance

Healthcare

eRecord, eHealth Portal

Telemedicine

Wayfinding

© 2016 Cisco and/or its affiliates. All rights reserved.

Bridging Divergent Needs

Empowering IT to Deliver Business Outcomes

LOB

User Experience

OperationalAgility

Costs Optimization

Happy Customers

Satisfied Employees

BusinessAgility

IT

Cisco Intelligent Branch© 2016 Cisco and/or its affiliates. All rights reserved.

What Is Cisco Intelligent Branch?

Enabler of Business Outcomes

Foundational Infrastructure for Digital Business

Enabler of Business Outcomes

Goal: Connecting Users/Devices to Applications

ApplicationsUsers/Devices

Private(MPLS)

Public(Internet/4G LTE)

Hybrid(MPLS, Internet)

© 2016 Cisco and/or its affiliates. All rights reserved.

Enabler of Business Outcomes

Cisco IWAN Providing the Architecture

ApplicationsUsers/Devices

Intelligent WAN

SMART

• Intelligent Path Control

• Application Optimization

• Advanced Content Caching

SECURE

• Secure Direct Internet Access

• Advanced Threat Defense

• Robust Data Encryption

SIMPLE

• SD-WAN Policy Management

• Deployment Automation

• Open APIs

© 2016 Cisco and/or its affiliates. All rights reserved.

Enabler of Business Outcomes

OPERATIONAL AGILITY

Fast IT and

SD-WAN

Cisco IBranch - Broadest Services Offering in One Box

REDUCED COSTSTCO Advantage,

Simplified Support

BETTER EXPERIENCE

Customer Loyalty,

Employee Satisfaction

ApplicationsUsers/Devices

Compute &

Storage

Network

ServicesApp Server Wireless Voice Collaboration

Integrated

Security

© 2016 Cisco and/or its affiliates. All rights reserved.

To This

Digital Branch Foundation

Foundation for Innovations

From This

Router

Wireless

Security

WAN Op

Voice

Traditional Branch IT

Apps Server

Switch

Applications

Experience

On-prem, Cloud & VDI

Converged

Infrastructure

Physical & Virtual

Network Services

Integrated

Security

DMVPN, ZBFW,

IDS/IPS, CWS

Fast IT

Automated management &

orchestration

Deliver These

Workforce

Experience

Customer

Experience

Digital

Branch Innovations

Mobile & Virtual

Experience

What’s Behind Cisco IBranch?

Cisco ISR 4000 Router

Cisco UCS E-Series Server Blade

Visit Cisco.com/go/ibranch to learn more

Use Cases

Cost Effectiveness

New Business Models

Business Agility

Challenge

• MPLS WAN Costs

• 14,000 bank

branches worldwide

Opportunity

• Enable lower cost

connectivity

• Enhanced security

across broadband

Cost Effectiveness

International Bank: More Bandwidth at Lower Costs

Reduction in WAN Costs40%

© 2016 Cisco and/or its affiliates. All rights reserved.

Challenge

• Re-energize customer

in-store experience

• Improve mobile

application performance

• Drive customers to highest

margin products

Opportunity

• Enable iPad for HD

catalog and line breaking

• Employee video training

• RFID tags drive

digital signage

New Business Models

Future of Shopping for High End Luxury Retailer

Improvement CustomerSpending 3X80%

© 2016 Cisco and/or its affiliates. All rights reserved.

Challenge

• Global temporary work sites

across 6 continents

• MPLS provisioning too slow

• Heavy CAD content difficult

to deliver uniformly

Opportunity

• Zero Touch Deployment

• Utilize broadband and 4G

• Seamless rich

content delivery

Business Agility

Pop Up Sites in One Day

6 Months to 1 Day for 160 global sites© 2016 Cisco and/or its affiliates. All rights reserved.

Why Cisco?

Differentiator 1: Infrastructure for Digital Business

Differentiator 2: Trusted Business Partner

Infrastructure for Digital Business

One-Size-Fit-All CMX, Unified Comms, Collaboration

PersonalizationElevate Customer Experience

SecondsMillisecondsPfR, QoS, AVC

Accelerate Apps Performance

1XWAAS and Akamai Connect

2-4X UtilizationDeliver More Bandwidth at Lower Costs

Multi-Vendors ISR + UCS E-Series with

APIC-EM and IWAN App

Unified PlatformSimplify Operations &

Automate Management

CoreDMVPN, F/W, IDS/IPS, CWS

Network EdgeSecure Connectivity

© 2016 Cisco and/or its affiliates. All rights reserved.

Cisco: Your Trusted Business Partner

Investment Protection

Pay as You Grow

Shorter Deployment Time

TCO Advantage

Workforce Experience

IT Transformation

Customer Experience

Best Solution Fit,

Accelerated Deployment

Business and IT Strategy Alignment

Plan, Build, Manage Services

Optimize Performance With Intelligent,

Automated Capabilities

Smart Services

The Cisco

Advantage

© 2016 Cisco and/or its affiliates. All rights reserved.

Cisco.com/go/ibranch