Cisco Enterprise Mobility Services Platform

Transcription

1 Cisco Enterprise Mobility Services Platform Transforming Customer Experience Zuzana Humajova Mobility Roadshow November 2016

2 Customer Experience Is Everything In 2013 Consumers 66% Switched brands due to poor customer experience* Companies In 89% 2016 Of companies will compete based on customer experience (up from 36% in 2012)** *Accenture 2013 Global Consumer Pulse Survey (13,168 consumers in 33 countries ) **Gartner Survey Finds Importance of Customer Experience is on the Rise; Marketing is on the Hook, Jake Sorofman, Laura McLellan, Sep 2014

3 Pulling Together the Pieces of Your Mobile Strategy Wi-Fi Networks Mobile Apps Mobile Ads Mobile Coupons Location Information and Analytics

4 What is Cisco Enterprise Mobility Services Platform? EMSP is a Cloud Hosted Mobile Application Platform that helps organizations deliver context aware mobile experiences and engagement with actionable insights

5 What Can You Do With EMSP? Simplify Guest Login Personalize Engagement Targeted Offers and Promotions New Business Models Login with options like social login and SMS Content based on user and location Monetize content and upsell with special deals and promotions Ad revenue, new services

6 Customer Experience Moments In-venue guest identification and acquisition SMS Mobile Web Contact Center Context-aware engagement Social Media In-Venue Print Opportunity: Making In-Venue Mobile Experience a Reality

7 Realizing the Value of Location Based Services Location Based Services are only a Opens up unlimited opportunities for you to trigger unless you target have consumers with an deals and ads based on their preferences and location and to build customer loyalty by providing personal intelligent way to deliver guest engagements in your venue. engagement! Your Nexus 5 may use a beacon to determine what section of a grocery store you're in and see if anything on your shopping list is in that area, so you don't forget it.

8 Delivered on Cisco Mobile Network Enterprise Mobility Services Platform (EMSP) APP DEVELOPMENT ECOSYSTEM API ENTERPRISE SYSTEMS CRM Data Bases API NETWORK INFRASTRUCTURE Cisco Meraki APs MSE/CMX BLE

9 Features and Packages 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9

10 Cisco Enterprise Mobility Services Platform Cloud Software that Creates Exceptional In-Venue Mobile Experiences Compelling captive portal Optimized Wi-Fi onboarding Quick location set-up Cisco mobile network integration Customer Acquisition Actionable Insight Analytics on who, what, when, where Insights augmented with enterprise user identity APIs for enterprise systems (Loyalty/CRM) Enterprise event triggered through APIs Enterprise Connectivity Transform Customer Experience Context-Aware Engagement Engagement rules engine Proactive event trigger Multi-channel notifications EMSP SDKs for mobile apps

11 Achieving context-aware mobile experience & engagement New Features New Features EMSP BASE EMSP Advanced EMSP Enterprise SENSE LOCATE ACQUIRE INSIGHTS ACT IDENTIFY Analyze ACQUIRE CUSTOMERS ON WiFi Acquire customer on Free WiFi from well designed portals, optimized flows and pixel perfect pop up captive portal experience GAIN ACTIONABLE Analytics Actionable insights into customer behavior at location MULTI CHANNEL, INSIGHTS DRIVEN ENGAGEMENT Engage customers with a seamless LBS (WIFI, BLE, GPS) multi-channel engagement (SMS, , APP NOTIFY, CAPTIVE PORTAL) platform DEEP ENTERPISE ENGAGEMENT Deeper multi-channel member engagement and insights - nurture ongoing member relationships to enhance loyalty, increase sales and build greater customer retention..

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13 Start with Business Objectives Business Objectives Identify and acquire customers Analyze known guests Offer location based services Improve mobile app customer journey Engage based on guest behavior and preferences Associate in-venue guest to enterprise identity Complete omni-channel strategy Monetize customer loyalty program Package EMSP Base EMSP Base EMSP Advanced EMSP Advanced EMSP Advanced EMSP Enterprise EMSP Enterprise EMSP Enterprise

14 Common Industry Use Cases Create mobile experiences that drive revenue and high levels of fan and attendee engagement Deliver real-time city information and services. Partner with local businesses to deliver context-aware ads. Send targeted offers to customers based on their location to enhance customer experience, increase revenues and build brand loyalty. Provide differentiated levels of service to increase customer loyalty and increase revenue Deliver personalized patient care on site with easy mobile check-in, targeted educational content, realtime information Connected Stadiums and Events (CS+E) Smart Connected Cities Retail Hospitality Healthcare

15 Summary - EMSP and Your Mobile Strategy Transforming Mobile Experiences Connect Engage Monetize Rapidly on-board customers and provide access to key services Engage people in context to enable informed and timely action Provide personalized offers and services based on user profile or behavior Enable WiFi Services- Free, Paid Drive Mobile App Adoption Loyalty Program Adoption Provide location specific content Capture experience feedback Track on location movement Enable Employee Assistance Personalize on Profile/Location Location or Profile Based Offers Hybrid Mobile Delivery Omni Channel Enabled

16 Ready to Get Started? So, are you ready to explore how Cisco EMSP can help your company attract, engage, and retain customers? To learn more, visit us at