the next generation customer experience & …...say digital disruption is not a board-level...

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

The Next Generation Customer Experience & Connected Digital Experience

Customer Experience 2020

Carl Borchardt

APJ Lead

Contact Center & Customer Experience Solutions

© 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


*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


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)


CISCO CONNECT 2018 . IT’S ALL YOU

The Big Question:“What do my Customers Want?”

Product Experience

Emotional

Connection

PerceivedValue

Source: BCG Research

Exceptional

Service

Customer Experience is Key





Agenda



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





Agenda



6 Technology Trends that will Power CX in 2020

VR & AR6 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

2 Segment of One


Digital Meets Brick & Mortar

88% of $3.4T Sales @ Stores

Smart Stores1

Acquired Whole

Foods’ 450 Stores800+ Stores

Planned100 Stores

Planned

E-TailersEmbracing Brick & Mortar

Traditional Store + Digital Commerce = Smart Store

8600+ U.S. Stores to Close in 2017

Discount if

Ordered OnlineApp to find

Products in-store

Shop online ,

We deliver

Brick & MortarsAre going Digital


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


Personalizing for the Segment of OneHyper-

Personalization2

Willingness to Share Data2020: 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 IdeasMinimize Product Failures

It’s a Connected World2020: 25 billion “things” Connected


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


Intelligent Assistants Cross the Chasm

Growing EcosystemAPIs to add Voice to Applications

Conversation is Golden45% of U.S. Adults use IA

Ready for Mass Adoption2017:10M 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

SupportRoutine High Volume Services. But not for Confidential Advice


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?”


Human Interaction Remains Vital Remote Experts4

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 Advice 77%

Financial Services

Remote ExpertsGuidance from Personal Bankers

Expert AdviceSeek Legal Option

HealthcareVirtual Doctor Visits

Essential for Critical

High Stakes Services


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


Instant Fulfillment becomes a RealityInstant

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 Delivery86% of Amazon packages weigh 5 lbs. or les

Customer Expectations30% Millennials want

Same-Day Shipping

Willingness to Pay25% would pay for

Same Day Delivery

Technology AdvancementsAV’s can Deliver

80% of all Parcels in 10 years

A Competitive

Advantage


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


VR /AR Blend Digital with PhysicalVirtual &

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 AdvancementsOculus Rift:1.3M times the powerful of

VRs from 1990s

Camera Phones Everywhere2020: 15M Phone based VR units in US

Democratized EcosystemGoogle, Microsoft, Facebook (Oculus)

Sharing SDKs to enable VR/AR in

Mainstream Applications


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

21


6 Technology Trends that will Power CX in 2020

VR & AR6 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

2 Segment of One


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?



Personal

Know yourcustomers and how

they’ve engagedwith you before

Connected Digital Experience

Any channel

Put your customers in charge of how and when they connect

with you

Digital

Engage withconnected consumers

Effortless

Make it easy for your customers to do

business with you

FinesseContext Service

Enterprise Chat and Email (ECE)

Context Service Remote Expert



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 11.6Out of the box experienceAny channel360 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



Transform your

Customer Experience journeywww.cisco.com/go/cc

the next generation customer experience & …...say digital disruption is not a board-level...

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