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