Customer Experience Management - Technology Architecture & API Nagendra C L, CTO/Chief Architect - Technology ...

 
 
Customer Experience Management - Technology Architecture & API Nagendra C L, CTO/Chief Architect - Technology ...
Jun 28th 2019

     Customer Experience
     Management
      Technology Architecture & API
      Nagendra C L, CTO/Chief Architect

2020 Cisco and/or its affiliates. All rights reserved.
Content Overview

        Technology                                          Infrastructure               Performance
         Introduc on                                   3    Opera onal Regions       6   Security              10
         OpenAPI Pla orm                               4    Global PaaS              8   Benchmarks            11
         Architecture                                  5    Data Residency           9

        Open API                                            Advanced API                 Survey Channels/Dispatch
         Access Control                                13   Context Pre-Fills       27   Channel Comparison    33
         Ques onnaire                                  14   Real- me Push           28   Data I/O              34
         Data Slice & Dice                             20   SSO                     29   In-Store/On Loca on   36
         Survey Tokens                                 23   Delivery Workflow        30   Post Purchase         37
                                                            Granular Authoriza on   31   Online                38
                                                                                         Tailored              39
                                                                                         Sliced Marke ng       40
                                                                                         Contact Center        41

2020 Cisco and/or its affiliates. All rights reserved.
Introduction to CEM Analytics Platform
      Cloud Cherry’s Customer Experience Management Analy cs Pla orm(CEMP) enables brands &
      businesses to perform real- me acquisi on of Customer Experience(CX) data from their customers
      using mul ple channels to acquire, engage & analyze their customers.

      Why Collect & Analyze Data Real-Time ?

      Ÿ Real- me data allows you to engage customers in an almost one-on-one, real- me conversa on to
        provide mul ple chances to amend before any service issues move to be discussed online causing
        dispropor onate damage to the brand.
      Ÿ Real- me data analysis help businesses understand how customers perceive their products so that
        they can adapt them, or their marke ng, if need be highly curve fi ng their marke ng or servicing
        spends.
      Ÿ Data drill down analysis enables businesses to perform pre-impact risk analysis before tweaking
        any offering to iden fy what areas cause the most commo on or happiness to customers, which
        an non-real- me overall sa sfac on score can’t iden fy and only shows up in a ermath.
      Ÿ Tracking enterprise-wide insights on single dashboard saves lot of me to manage quality across
        wide array of loca ons servicing customers.

         Œ                                                                                                   Ž
       Aquire                                                       Analyze                                 Insight
      Paper Survey                                                                                        Real me Analy cs

       Email Survey                                                                                       Drill Downs
                                                                 CloudCherry
                                                                 Analy cs Engine
         Web Survey                                                                Management             RT No fica ons
                                                                                   Services API

      Tablet Survey                                                                                       Excel Reports
                                                       Data Acquisi on
                                                       Services API
                            API                                                                           API

                                                                                           è Technology Stack & Architecture
2020 Cisco and/or its affiliates. All rights reserved.
Aquire                                                   Analyze                                                   Insight

        Na ve                       Customer Experience Management Analy cs Pla orm
                                                                                 Management Dashboard
        - Android           Capture                                                                                    Bootstrap, AngularJS
        - iOS               Acknowledge
        - Windows           Digi ze
                                                                                                              Transform
                                                                                                                  Splice
                                                                                                                Analyze

                                    OPEN API                     CloudCherry
                                                                 Analy cs Engine
                                     REST API                                                Management
                                                                                             Services API
                                                                                                                            REST API
                                      JSON
                                                                                                            OPEN DATA
                                                       Data Acquisi on
                                                       Services API
                                                                                      OPEN STANDARDS

                                                                            NOSQL
        Import Exis ng Data                                                                                             Export Analyzed Results
   3rd Party Developer Integra on                                                                                             or Raw Data
                                                                                                                    3rd Party Developer Integra on

                                                                            Big Data Store
                                                                           Terabyte Ready
Pla orm Built On
Aquire                                                                                Analyze                                                                           Insight
                                               Customer Experience Management Analy cs Pla orm
getcloudcherry.com/api

                                REST/JSON          OPEN API                                                  api.getcloudcherry.com                Analy cs Worker Cloud
                                                                                                             Azure Web App PaaS                    Azure Cloud Service PaaS
CEM Open API

                                .NET SDK
                                                    REST API                                                          CEM Pla orm API
                                                                                                                                                                                                      Analy cs Workers
                                                                                                                                                                                             AutoScale -          +
                                PHP Package                                                                      AutoScale -      +

                                Java Lib                            Voice/Text Gateway
                                                                                 WebApp PaaS
                                                                            AutoScale -    +
Insights & Analy cs
CEM Dashboard

                                                                    Email Gateway                                                                  MongoDB Data Store                     Account Analy cs Store
                                                                         Azure Availablity Set
                                                                            AutoScale -    +                                                       Azure Private VNet VM Set              Azure DocumentDB

                                                                                                                Swap
                                                                                                                 Live
                                                                                                                        Edge Deployment                        Availability Set
                                                                                                                                                                         Replica Set

                                                                    Social Listening
                                                                          Cloud Service PaaS
                                                                            AutoScale -    +
                         Tab
                               Tablet App
Journey Touchpoints
CEM Data Channels

                               Web
                                                                                                                                                                                        Encrypted Data Recovery Site Off
                               Voice/Text

                                                                                                                                   Performance
                         @ Email

                                                                                                                                                                  Automa on

                                                                                                                                                                                                   Monitoring
                                                                                                 Messaging
                                                         Analy cs

                               Social Listen
                         +     15+ Channels
                                                                        IBM Watson                             Azure Service Bus                 Redis Cache                   Azure Scheduler                  Applica on Insights

     Pla orm Built On
Aquire                                                                                    Analyze                                                                   Insight
                                                           Customer Experience Management Global API
api.getcloudcherry.com

                                                                            re
                                                                   try e
                                                                 Fa ure

                                                                         ilu
                                                                un lur
                                                                                                                                        East US - Virginia

                                                                       Fa
                                                              OS Fail

                                                              Re lure
                                                              DC ure

                                                              Co Fai
Resiliency Matrix

                                  Resiliency Matrix

                                                                    il

                                                                    n
                                                                    i
                                                            er

                                                                 Fa
                                                                gio
                                                          rv
                                                        Se
                                                                                                                                                                Redis Cache    Service Bus     NoSQL Store
                                  Single Server        û      û û û û
                                  IaaS                 ü      û û û û                                                                   West US - California

                                  PaaS                 ü      ü ü û û
                                  Global PaaS+         ü      ü ü ü ü
                                                                                                                                                                Redis Cache    Service Bus     NoSQL Store
                                                                                                                                       Azure DocumentDB
                                                           +Each Global Region is Independent of Other                                  North EU - Ireland
Collec on & Analy cs

                                                             Data Store Zones are Spread Within Country
CEM Global Users

                                              Π  DNS Lookup
                                                                                                                                                                Redis Cache    Service Bus     NoSQL Store
                                            (which IP do we talk to ?)                                                                 Azure DocumentDB
                                                                                                           East US - This Way!         West EU - Netherlands

                                                                                                                                                                Redis Cache    Service Bus     NoSQL Store

                              User
                                              Ž Talk to East US          Azure Traffic Manager                                           Azure DocumentDB
                                             it’s Online and Super Fast api.getcloudcherry.com                                          SouthEastAsia - Singapore
                           (New York)          to your loca on(20ms)
                                                                                            
                                                                                       Lookup Best Route Right Now
                                                                                                                                                                Redis Cache    Service Bus     NoSQL Store
                                                                                                                                       Azure DocumentDB
CEM API Monitoring

                                                                                                                                        South India - Chennai
                                                                          AccountMonitored
                                                                          Global  Analy cs Store
                                                                                           Routes
Real-Time Rou ng

                                                                          East US         Online          20ms
                                                                          West US         Online          100ms
                                                                                                                                                                Redis Cache    Service Bus     NoSQL Store
                                                                          North EU        Online          120ms                        Azure DocumentDB
                                                                          West EU         Online          140ms                         Central India - Pune
                                                                          Singapore       Online          150ms
                                                                          South India     Degraded        600ms
                                                                          Central India   Online          160ms                                                 Redis Cache    Service Bus     NoSQL Store

     Globally Available On

                                                  California + Virginia           Netherlands + Ireland               Chennai + Pune     Singapore                      London + Cardiff           Toronto + Quebec
Technology Platform and Architecture
         Cloud Cherry’s Customer Experience Management Pla orm was architected and designed leveraging
         the best prac ces of efficient cloud compu ng, the pla orm is architected to be
         open(OpenStandards/OpenData/OpenAPI), to perform (see benchmarks), to be secure (PCI-DSS Level
         1) and long las ng (based upon rock solid enterprise grade Microso ’s Azure Pla orm).

         The pla orm is offered as a So ware as a Service(SaaS) solu on to businesses, while being deployed
         on the cloud as a Pla orm as a Service(PaaS) on-top of Microso Azure. SaaS frees businesses from
         chores of running a complex IT system just to support data collec on, and lets’ their technical teams
         to be er u lize me to develop systems and install interac ve and dynamic visualiza on tools that
         allow decision makers to analyze, view and benefit from the data, than to be occupied collec ng it.

         The pla orms open philosophy of implemen ng Open Standards and Open API allows businesses full
         control to own their data in-contrast to online applica ons owning the data that customer’s generate;
         unlike proprietary solu ons that only facilitates easy collec on of data, but no way for data to exit,
         your data is best trusted with open pla orms that don’t mine it themselves or use it for adver sing.

                                                                     CloudCherry SaaS =
                                              CEM Analy cs + Open Standards + Enterprise Reliability from Microso

                                   On Premises                                             IaaS                                                         PaaS                                                                   SaaS
                                                                     (Infrastructure as a Service)                                               (Platform as a Service)                                                (Software as a Service)
                                                                                                                                                                                                                                                  Cloud Cherry
                                                                                                                                                                                         Managed by your organization

                                     Feature Use                                         Feature Use                                                 Feature Use                                                            Feature Use
                                     Application                                         Application                                                 Application                                                            Application
    Managed by your organization

                                                         Managed by your organization

                                                                                                                  Managed by your organization

                                      DataStore                                           DataStore                                                   DataStore                                                              DataStore
                                       Runtime                                             Runtime                                                     Runtime                                                                Runtime
                                     Middleware                                          Middleware                                                  Middleware                                                             Middleware
                                         OS                                                   OS                                                         OS                                                                     OS
                                                                                                                                                                           Microsoft

                                                                                                                                                                                                                                                  Microsoft

                                    Virtualization                                      Virtualization                                              Virtualization                                                         Virtualization
                                       Servers                                             Servers                                                     Servers                                                                Servers
                                                                                                         Amazon

                                       Storage                                             Storage                                                     Storage                                                                Storage
                                     Networking                                          Networking                                                  Networking                                                             Networking
                                       $$$$$+                                                $$$$                                                        $$$                                                                     $

                                                                                                                                                                                       è Global PaaS Delivered
2020 Cisco and/or its affiliates. All rights reserved.
Global PaaS Delivered
     CloudCherry’s CX Pla orm Deployment is a Global PaaS Deployment.

     PaaS itself w/o even being global is possibly the highest form of deployment compared to all other
     alterna ves that exist today; PaaS when combined with global deployment, delivers the most rock
     solid infrastructure performance, reliability and dependability that any analy cs data pla orm could
     hope for in being highly available & infinitely scalable.

     Design feature of CX Global PaaS :

     Ÿ Disposable/Stateless Instances : Instances are fully managed where servers are built up & torn
                           down all the me.
     Ÿ                     De-centralized/Decoupled Design : All regions are independent of each other with compute de-
                           coupled & data store de-coupled.
     Ÿ                     Performance Caching - Near network performance from edges serving CX (ex: 15ms is a response
                            me for a survey token on 2nd use onwards)
     Ÿ                     Global & Regional Backplanes - Co-ordina ng the cha er within region and within global
                           network.
     Ÿ                     Distributed NoSQL Store - Globally distributed NoSQL data store.

                                                                                                                                                                                  Global PaaS

                                                                                                                                                                                                                                                             api.getcloudcherry.com
                                                                   PaaS Region US                                                                 PaaS Region EU
                                                                                                                api-west-us.getcloudcherry.com

                                                                  Web API PaaS                                                                            PaaS Region EU
                                                                                                                                                 Web API PaaS         SG
                                                                                  -                                                                           - PaaS
                                                                                                                                                         Web API
                                                                                      Servers Added On Demand

                                                                                                                                                                     Servers Added On Demand

                                                                                                                                                                                               PaaS  -
                                                                                                                                                                                               PaaS Region
                                                                                                                                                                                                    Region EU
                                                                                                                                                                                                           IN
                                                                                                                                                                                                     Servers Added On Demand

                                                                                                                                                                                   Web API PaaS
                                                                                                                                                                                                                               -
                                                                                                                                                                                                                                   Servers Added On Demand
         Mongo Global BackPlane

                                                                                  +                                                                              +
                                                                                                                                                                                                    +
                                                                  Analy cs PaaS                                                                  Analy cs PaaS
                                  Redis BackPlane

                                                                                                                                                         Analy cs PaaS                                                         +
                                                                                  -                                                                              -
                                                                                                                                                                                 Analy cs- PaaS
                                                                                      Servers Added On Demand

                                                                                                                                                                     Servers Added On Demand

                                                                                                                                                                                                     Servers Added On Demand

                                                                                                                                                                                                                               -
                                                                                                                                                                                                                                   Servers Added On Demand
                                                    Service Bus

                                                                                  +                                                                              +                                  +                          +

                                                                                                                                                       è Global Data Sovereignty
2020 Cisco and/or its affiliates. All rights reserved.
Data Storage, Security, Privacy & Compliance
     CloudCherry’s Customer Experience Management Analy cs Pla orm provides a solid cloud hosted
     solu on to store terabytes of data based upon NoSQL datastore for real- me retrieval on demand.

     NoSQL databases were developed from the ground up to be distributed, scale out databases. They
     use a cluster of standard, physical or virtual servers to store data and support database opera ons. To
     scale, addi onal servers are joined to the cluster and the data and database opera ons are spread
     across the larger cluster. NoSQL databases are built to tolerate and recover from failure making them
     highly resilient.

     Data Ownership & Privacy :

     Customer data belongs to you, CloudCherry’s staff does not have access to customer accounts, unless
     customers share their login/password for assistance in setup or support.

     Storage Security :

     CEM Pla orm is deployed upon Microso Azure, with NoSQL cluster on a private VNET (virtual
     network not accessible to general internet) and Azure has been validated for PCI-DSS Level 1
     compliance.

     Transmission Security :

     All API endpoints use HTTPS Secure Protocol with Extended Valida on(EV), the EV SSL Cer fica on is
     2048 bit key, with public key signed by GeoTrust using SHA-256. Sensi ve API Calls are SSL
     enforced(where it refuses to connect unencrypted), while rest of the call connect in both encrypted
     and normal mode providing control and choice to the business users.

     Infrastructure, Network, PaaS Security Safeguards:

     All Security safeguards and reliability assurances of Microso Azure Apply to CEM PaaS, Refer to
     Azure Security, Privacy, and Compliance Whitepaper to learn more.
     ( h p://go.microso .com/fwlink/?linkid=392408&clcid=0x409 )

                                                                                è Performance Benchmarks
2020 Cisco and/or its affiliates. All rights reserved.
Choice of 5 Continents for Data Residency & Sovereignty
     CloudCherry CEM Pla orm provides more than 5+ global loca ons as op on for CEM programs to
     operate out of, these enable security conscious businesses to maintain control over the loca on
     where regulated data and documents physically reside.

     Privacy and data residency requirements vary by country and customers of CEM services need to
     consider the rules that cover each of the jurisdic ons they operate in as well as the rules that govern
     the treatment of data at the loca ons where the CEM service provider provisions their services (e.g.,
     their data centers), with CloudCherry customers can select their choice of loca on to meet the
     regulatory requirements.

     Depending on the specific countries in which businesses operate, companies may need to keep
     certain types of informa on within a defined geographic jurisdic on. Addi onally global API loca ons
     also provides shortest latency to improve speed of access to your customers.

                Sovereign Zones                                  Loca ons                         Regulatory Compliance
                                                       API      California + Virginia
                          United States                         California + Virginia
                                                       Backup   Oregon (Encrypted)

                                                       API      Netherlands + Ireland
                          European Union                        Netherlands + Ireland
                                                       Backup   Frankfurt (Encrypted)

                                                       API      Chennai + Pune
                          Indian Subcon nent                    Chennai + Pune
                                                       Backup   Mumbai (Encrypted)

                                                       API      Singapore
                          Singapore(+SE-Asia)                   Singapore                          MTCS Level 3
                                                       Backup   Singapore (Encrypted)

                                                                London + Cardiff
                          United Kingdom                                                           G-Cloud v6
                                                       Backup   Ireland (Encrypted)

                                                                Toronto + Quebec
                          Canada
                                                       Backup   Oregon(Encrypted)

                                                                                  è Data Storage, Security, Privacy & Compliance
2020 Cisco and/or its affiliates. All rights reserved.
Built for Scale, Lean and Efficient Architecture
     CloudCherry is freshly built, without any of bulky legacy pa erns nor having gone overboard with
     micro-services - as elegant as it can get - lean, decoupled, distributed and to be global. Just about
     right mix of efficiency and agility to scale.

     For instance, CloudCherry’s Global PaaS API endpoints handle over half million experiences every
     month with 7 global regions across the world opera ng as just one. Lean engineering has kept CEM
     Pla orm responsive, each and every line has been carefully chosen to be efficient and secure, en re
     code base has been performance op mized and benchmarked before deployment.

        Real- me Numbers                                                           Global API Live Snapshot

            25M + Experiences

            140M + Ops/Year

           < 100ms Worldwide

           < 500ms Analytics

      Sample snapshot of total response mes from the pla orm API end point to a sample test loca on.

      Global API Endpoint : api.getcloudcherry.com
      Compute Metric : NPS ( Real- me / High Precision / Not Sampled / Not Cached )
      OpenAPI Call: /api/FlashNPS

      Benchmarked in the Same Region as Data Residency, As Measured on Live Ac ve/Hot Account

                             Ac on                             Real- me Compute                  Response Time*
                                                                                                            Lower is Be er

                   NPS                                 Net Promoter Score Over 100K Responses          1.00 Seconds
                   NPS                                 Net Promoter Score Over 200K Responses          2.20 Seconds
                   NPS                                 Net Promoter Score Over 500K Responses          5.20 Seconds
                   NPS                                 Net Promoter Score Over 1 Million Resp.         10.40 Seconds

                                                                                                            è CX Analy cs Data API
2020 Cisco and/or its affiliates. All rights reserved.
Customer Experience Measurement & Analytics API
     API provides full access for integra on into external applica ons and workflow or to access your data
     when you want, how you want.

     What can I do with API ?                                                                                      è API Live Explorer

     The API consists of REST Calls that enables you to make use/integrate/improve every func on that is
     possible on the official app & official web insight center.

     Ÿ     Setup/manage ques onnaires for data collec on
     Ÿ     Gather & collect feedback data using API
     Ÿ     Issue unique tokens with bills(PoS Integra on)
     Ÿ     Sta s cally analyze collected data & generate reports
     Ÿ     Add & manage real- me no fica ons & se ngs
     Ÿ     Export reports or analysis or raw data
     Ÿ     Setup/Manage Sub-Users & Roles

     API Language Compa bility : C/C++, Objec ve-C, Swi , C#/.NET, JavaScript, Java, PHP, Ruby, Python
     OS Compa bility : Windows, Linux, OSX, iOS, Android, WindowsPhone

                                                       Cherry API Request - Response Flow
                              API Consumer                                                              Cherry API Provider
                                                           AUTHENTICATION

                                                          ΠAuth Request
                                                                                            Bearer Token
                                                                                                             Account
                                                            Token Issue                    Authorization
                                                                                            Service          Management

                                API Client

                                                            PUT/GET/DELETE

                                                          Ž Token + Request                 Settings
                                                                                            Questions
                                                                                                             API
                                                                  Response                 Answers          Services
                                                            {                               CDM/Insight
                                                                "userName": "demo",
                                                                "hasRegistered": true,
                                                                "loginProvider": "bearer"
                                                            }

                                                                                                              è API Access & Authoriza on
2020 Cisco and/or its affiliates. All rights reserved.
API Access & Authorization
      Accessing API requires :

      Ÿ Valid/Ac vated Cloud Cherry Account
      Ÿ Ac ve Pay Per Response Plan
      Ÿ Login To Dashboard or/& update se ngs before accessing API

      There are 2 authen ca on methods for the API: HTTP Basic authen ca on and OAuth2. The easiest
      way to authen cate is using HTTP Basic authen ca on. Enter your username and supply your
      password or API Key as the password. Star ng much more secure oAuth2 is similar to obtaining a
      one- me pass to a conference hall with many talks going on, you need to produce your id only once
      at the entrance to be en tled for entering any room, this pass(here token) iden fies your account
      without needing to verify id(here login/password) at every rooms entrance(here your REST Service
      call)

      Example Basic Auth :
      curl -u  h ps://api.getcloudcherry.com/api/ques ons

             Sample oAuth2 Authentication Call :
  Request

             POST https://api.getcloudcherry.com/api/LoginToken
             Content-Type: application/x-www-form-urlencoded
             Body : grant_type=password&username=&password=

             {
                          "access_token": "61Abkh..",
                          "token_type": "bearer",
                          "expires_in": 86399,
  Response

                          "userName": "",
                          "email": "",
                          "primaryRole": "User",
                          "managedBy": "",
                          ".issued": "Sun, 29 Jun 2014 12:56:04 GMT",
                          ".expires": "Mon, 30 Jun 2014 12:56:04 GMT"
             }

             Retain the "access_token" for rest of session(or until .expiry) to use for making every other API call,
             add header “Authorization: Bearer {access_token}” to every further API request to be identified as
             authorized.
                                                                        è Ques onnaire Management Using API
2020 Cisco and/or its affiliates. All rights reserved.
Questionnaire Management Using API
      Survey ques onnaire can be setup and managed using the API, including func on such as :

      Ÿ Create 25+ Different Type of Ques ons
      Ÿ Setup condi onal ques ons based on me, place, date or on answer to another ques on
      Ÿ Re re/update/delete exis ng ques ons

             Sample Call to Retrieve Questions List :
  Request

             GET https://api.getcloudcherry.com/api/questions
             Content-Type: application/json

             Response is a array with questions(if they exist in the account), below is a sample response with a
             single question

             [{
                          "id": "53621..", "user": "",
                          "setName": null,
                          "sequence": 2,
                          "text": "How would you rate our staff",
                          "displayType": "Select",
                          "multiSelect": ["Evil", "Average", "Attentive", "Superheroes"],
  Response

                          "staffFill": false,
                          "displayLocation": null,
                          "userWeight": 2.0, "cdmWeight": 0.0,
                          "conditionalToQuestion": null,
                          "conditionalAnswerCheck": null,
                          "conditionalNumber": 0,
                          "analyticsTag": null,
                          "isRequired": false,
                          "questionTags": ["Staff"],
                          "goodAfter": null, “goodBefore": null, "timeOfDayAfter": null, "timeOfDayBefore": null,
                          "isRetired": false,
                          "note": null
             } .. ]

                                                                                                è Ques on Structure
2020 Cisco and/or its affiliates. All rights reserved.
Question Structure
             Ques ons are represented as JSON when request type is for “applica on/json” or XML when
             reques ng call specifies “applica on/xml”, both the formats represent the same informa on fields.
             Each ques on is iden fied with a unique iden fier assigned by the API on crea on, this unique id is
             used to reference the ques on for modifica on.

                             setName : Optional group name for group questions
                             sequence : Order this questions will be displayed to user
                             text : The main text of the question for query to user
                             displayType : Question is displayed and accepted for input as one of the choices
                                        Select - Choose one item from list of items(less than 5 choices)
                                        Dropdown - choose one item from list of items displayed as drop down(for more than 5
                             choices)
                                        MultiSelect - choose more than one item from list
                                        OrderBy - Order a list of item according to priority or importance
                                        Star-5 - Rating using 1 to 5 Stars
                                        Smile-5 - Rating using 1 to 5 Smiles
                                        Like-5 - Rating using 1 to 5 Likes
                                        Text - Accept a single line of text
   Question Data Structure

                                        MultilineText - Accept a multiple lines of text
                             multiSelect : Choices valid for a selection or dropdown as a array of string
                             staffFill : Questions reserved for surveyor/staff to prefill before handing the data collection over to
                             surved user.
                             displayLocation : Array of locations where the question is only valid for display
                             userWeight : Analytics weight for importance of answer to this question, 1 = 1x
                             conditionalToQuestion : Optional id of the question this depends upon
                             conditionalAnswerCheck : Array of conditional check answers(when text) or an single
                             operator(when number), operators for comparison on numeric answers are [ 'eq' ] for equal to /
                             [ 'lt'] for less than / [ 'gt'] for greater than
                             conditionalNumber : Numeric answer that the conditional answer check operator(eq/lt/gt) is
                             applied on.
                             isRequired : Optionally force user to answer, and do not skip
                             questionTags : Tags set for user to filter using(ex: “Staff” for questions on performance of staff)
                             goodAfter : Optional Date after which the questions is good to be displayed after
                             goodBefore : Optional Date after which the questions should not displayed after
                             timeOfDayAfter : Optional time of day after which the questions is good to be displayed after
                             timeOfDayBefore : Optional time of day after which the questions should not displayed after
                             isRetired : Optionally do not display this question anymore but keep the data collected so far
                             note : user note to add context

                                                                                        è Create Your First Ques on Using API
2020 Cisco and/or its affiliates. All rights reserved.
Create Your First Question Using API
      Fresh ques ons can be created using API by pos ng informa on that the ques on will use in the
      format of the ques on data structure, all fields that are needed are only essen al, any un-used or
      later for use fields can be skipped during crea on, these will take the default values.

             Sample Call to Create New Question:

             POST https://api.getcloudcherry.com/api/questions/add
             Content-Type: application/json

             Body :
             {
                          "setName": null,
                          "sequence": 11,
                          "text": "Sample Question",
                          "displayType": "Text",
  Request

                          "multiSelect": [],
                          "StaffFill": false,
                          "displayLocation": [],
                          "userWeight": 1,
                          "cdmWeight": 1,
                          "analyticsTag": null,
                          "isRequired": false,
                          "isRetired": false,
                          "goodAfter": null,
                          "goodBefore": null,
                          "timeOfDayAfter": null,
                          "timeOfDayBefore": null
             }

             Response : Successful addition will return the complete question with a API assigned id, using
             which the question can be referenced going forward.
  Response

             {
             "id":"53bd1fd..",
             "user":"demo",
             “displayType":"Text" .."
             }

                                                                                           è Update a Ques on
2020 Cisco and/or its affiliates. All rights reserved.
Update a Question Using API
      Exis ng ques ons can be updated using API by pos ng changed informa on that the ques on will
      use in the format of the ques on data structure, use a copy of exis ng ques on containing the
      unique ques on ID as obtained from the API to apply the changes required before pos ng it back to
      the API.

      Update Func ons: Modify Content Displayed, Change Answer Type, Add Condi ons, Set Tags, Set
      Analy cs Weights, Re re
             Sample Call to Update Existing Question:

             POST https://api.getcloudcherry.com/api/questions/update/{question_id}
             Content-Type: application/json

             Body :
             {
                          "id": "53bd1fd...",
                          "user": "demo",
                          "setName": null,
                          "sequence": 11,
  Request

                          "text": "Sample Question 1",
                          "displayType": "Text",
                          "multiSelect": [],
                          "staffFill": false,
                          "locationSpecific": null,
                          "displayLocation": [],
                          "userWeight": 1,
                          "cdmWeight": 1,
                          "conditionalToQuestion": null,
                          "conditionalAnswerCheck": null,
                          "conditionalNumber": 0,
                          "analyticsTag": null,
             }

             Response : Successful modification will return complete modified question for verification.

             {
  Response

             "id":"53bd1fd..",
             "user":"demo",
             "text": "Sample Question 1",
             }
                                                                                         è Delete a Ques on
2020 Cisco and/or its affiliates. All rights reserved.
Delete a Question Using API
      Exis ng ques ons can be deleted permanently during tes ng or when not required.

      Once a ques on is deleted all references connec ng it to responses already collected specifically to
      this is lost, to retain specific answers while archiving a ques on, set it to re re the ques on via a
      update instead of dele ng, re ring ensures data con nuity & flow over decades as answers from
      ques ons that existed in past(now re red) will show up only when retrieved for that specific me
      period.

             Sample Call to Permanently Delete Existing Question:
  Request

             GET https://api.getcloudcherry.com/api/questions/delete/{question_id}
             Content-Type: application/json

             Response : True or False
  Response

                                                                        è Response Management Using API
2020 Cisco and/or its affiliates. All rights reserved.
Response Management Using API
      Survey responses collected can be managed using the API, including func on such as :

      Ÿ       Retrieve all collected responses
      Ÿ       Filter collected responses by me frame, loca on or answered as
      Ÿ       Archive responses to be excluded from analy cs summary
      Ÿ       Delete responses that are not required permanently

      A single response is a collec on of answers from a single respondent/person, each response
      structure contains all the answers that were collected for the ques ons displayed.

              questionId : Unique ID of the question the answer is for
   Answer

              questionText : Text of question displayed while collecting the answer
              textInput : Text Answer when provided by user
              numberInput : Number Answer when provided by user

              id : Unique ID of the response assigned by API, use this to access this response for modification
              locationId : Optional Location where this response was collected, if locations have been setup
   Response

              responseDateTime : Time Stamp of response collection in ISO-8601 format(YYYY-MM-
              DDTHH:mm:ss.sssZ)
              archived : Status of response, set when it is archived to exclude from analysis
              notes : Any internal notes associated with this response
              responses : Array of Answer Structure(as above) [ Answer , Answer ]

                                                                                       è Filtering Data Using API
2020 Cisco and/or its affiliates. All rights reserved.
Filtering Data Using API
          Finding the needle in the haystack, especially a big hay stack requires fine grained filter control, and
          this is provided by the API so business users can narrow data sets to exactly what they require than
          retrieve the en re haystack to find it themselves.

          Ÿ Match for responses collected at loca on(like downtown only)
          Ÿ Match for responses collected at a er or before dates, or a er a certain me of day or before(like
            evening in downtown)
          Ÿ Match responses collected during a specific day of week(like sunday evenings in downtown)
          Ÿ Match for responses collected that contains a specific answer(like sunday evenings in downtown
            responses from first me visitors who answered yes to their first visit ques on)

                      location : Array of String Of Locations
                      afterdate : DateTime after which the response was collected, ISO-8601 format (YYYY-MM-
                      DDTHH:mm:ss.sssZ)
                      beforedate : DateTime before which the response was collected, ISO-8601 format (YYYY-MM-
                      DDTHH:mm:ss.sssZ)
                      filterquestions : Match responses that contain a specific answer, array of responses matches,
                      similar to conditional question matching
                                [{
                                         "questionId": Unique question ID to match answer with
   Filter Structure

                                         "questionText": text of question, so API knows its real
                                         "answerCheck": Array of conditional check answers(when text) or an single
                      operator(when number)                operators for comparison on numeric answers are [ 'eq' ] for equal to /
                      [ 'lt'] for less than / [ 'gt'] for greater than
                                         "number": Numeric answer that the conditional answer check operator(eq/lt/gt) is
                      applied on.
                                },..]
                      archived : Match archived(true) or normal(false),
                      days: Match responses collected during specific days of week, Array of Number(Monday = 1,
                      Sunday = 6)
                      aftertime : Time of Day after which the response was collected, ISO-8601 format(YYYY-MM-
                      DDTHH:mm:ss.sssZ),
                      beforetime : Time of Day before which the response was collected, ISO-8601 format(YYYY-MM-
                      DDTHH:mm:ss.sssZ)

                                                                                   è Retrieve Filtered Responses Using API
2020 Cisco and/or its affiliates. All rights reserved.
Retrieve Filtered Responses Using API
      Responses can be retrieved from API by pos ng a filter specifica on for matches to be performed.

             Sample Data Retrieval Using a Filter Specification:

             POST https://api.getcloudcherry.com/api/answers
             Content-Type: application/json
             Body :
             {
  Request

                    "location": [ “Downtown” ],
                    "afterdate": "2014-06-10T07:00:00.000Z",
                    "beforedate": "2014-07-10T06:59:59.999Z",
                    "filterquestions": [],
                    "archived": false,
                    "days": [1,     2,    3,    4,      5],
                    "aftertime": "2014-07-09T22:12:03.140Z",
                    "beforetime": null
             }

             Response : Array of Response Containing Answers
             [{
                   "id": "52c7d3437c1e0c12ac50e538",
                   "user": "demo",
                   "locationId": "Downtown",
                   "responseDateTime": "2013-12-30T09:24:19.839Z",
  Response

                   "responses": [
                           {
                                   "questionId": "53621e417c1e0c0ad41ce051",
                                   "questionText": "How would you rate our staffs",
                                   "textInput": "Superheros",
                                   "numberInput": 0,
                           },
                   ]
             },..]

                                                                               è Retrieve Analy cs Using API
2020 Cisco and/or its affiliates. All rights reserved.
Retrieve Analytics Using API
      Detailed Analy cs Per Loca on can be retrieved from API by pos ng a filter specifica on for matches
      to be performed.

             Sample Analytics Retrieval Using a Filter Specification:
  Request

             POST https://api.getcloudcherry.com/api/AnalyticsByLocation
             Content-Type: application/json
             Body : Filter Spec

             {
                          "all Locations": {
                                  "locationName": "All Locations",
                                  "perDayResponseCount": [27,32],
                                  "mdm": 83,
                                  "totalResponses": 59,
                                  "locationSummary": [{
                                          "askedQuestion": {
                                                  "text": "Rate Your Coffee Strength",
                                                  "displayType": "Star-5",
                                          },
                                          "response": { "5": 19, "4": 4, "3": 3 }
  Response

                                  }...,
                                  "wordCloud": ["good", ""delicious"],
                                  "liked": "Colors",
                                  "disliked": "Music",
                                  "netPromoter": {
                                          "questionText": "Would you recommend our Cafe to family and friends",
                                          "promoters": 76,
                                          "passive": 14,
                                          "detractors": 10,
                                          "netPromoters": 66
                                  },
                                  "npsAnalytics": {
                                          “detractors": "Speed"
                                  }]
                          }
             }

                                                                           è Mul ple Channels Surveys Using API
2020 Cisco and/or its affiliates. All rights reserved.
Multi-Channel Surveys Using API Tokens
             Businesses are mul faceted and customer interac on happen at many levels, making it essen al to
             aggregate data from very different channels to arrive into one screen for analysis. Survey tokens
             enable presen ng single survey on any channel while enabling customizing per user using built-in
             pre-fill data.

             A typical token is composed of just few characters but enables embedding survey ques onnaires
             with preset data(known as staff-fill on tablet mode) and have set life me (one use, mul use, valid
             a er, valid before).

             Using Survey Tokens Enables

             Ÿ              Tablet to use Token in-place of login/password for survey staff.
             Ÿ              Collect customer feedback over a web survey (ex. on your own website)
             Ÿ              Collect customer feedback over a email (ex. a er a hotel checkout or service interac on)
             Ÿ              Trackable surveys by individual responders using single-use tokens per customer over API to get
                            unique URL per customer.

                            User : API access username, questionnaire set for this user will be presented
                            Note : Note on use of token(ex. “For email to customers”)
                            PreFill : Optional Pre-Fill to include(For speed or to later track response to a unique customer).
                            PreFillViaAPICallBack : Optional automated API End point to obtain pre-fill from.
                            ValidTill : DateTime after which responses are not accepted, ISO-8601 format(YYYY-MM-
                            DDTHH:mm:ss.sssZ)
                            ValidUses : # of responses that are accepted(can be one time use or any number set)
   Survey Token Structure

                            Location : Select questionnaire from this location if set
                            RewardCode: Text/HTML to email for response back to surveyed user
                            EmailQuestion : QuestionID which collects a email address to email the RewardCode or thank you

                            (Web Only)
                            CityQuestion : Prefill City Name to this question from which the survey was submitted
                            StateQuestion : Prefill State Name to this question from which the survey was submitted
                            RegionQuestion : Prefill Region Name to this question from which the survey was submitted
                            SamplingMode : When Set, will pick random question(s) to present on every survey.
                            PerSamplePresent : This many questions per sample are presented.

                            MicroCampaign : Online Micro Survey Control(see CloudCherry 360 for more information)

                                                                                         è Create Your First API Survey Token
2020 Cisco and/or its affiliates. All rights reserved.
Create Your First API Survey Token
      Fresh and unique tokens per specific survey or even specific to surveyed customer can be created
      using API by pos ng informa on that the survey token will use in the format of the survey token
      data structure, all fields that are needed are only essen al, any un-used or later for use fields can be
      skipped during crea on, these will take the default values.

             Sample Call to Create New Survey Token :

             POST https://api.getcloudcherry.com/api/surveytoken
             Content-Type: application/json

             Body :
             {
                          "preFill": [{
                                  "questionId": "53d10eea3ec2411e8c1baa36",
                                  "questionText": "Enter your customer number",
                                  "textInput": null,
  Request

                                  "numberInput": 2345,
                          }],
                          "validTill": "2014-10-31T18:30:00.000Z",
                          "validUses": 1,
                          "location": “Downtown”,
                          "rewardCode": "Thank you for letting us improve our service",
                          "emailQuestion": "53d10eea3ec2411e8c1baa3c",
                          "note": "Email After Service Interaction #23456"
             }

             Response : Successful addition will return the fresh token being assigned by API ready for use in
             web/email (ex. http://CloudCherry.net/DM-21988).
             {
  Response

                   "id": "DM-21988",
                   "user": "demo",
                   "note": "Email After Service Interaction #23456",
             }

                                                                       è Get Survey For Presenta on Using Token
2020 Cisco and/or its affiliates. All rights reserved.
Get Survey For Presentation Using Token
      Survey with complete ques onnaire including ac ve ques ons, theme, colors, logo & texts can be
      retrieved for presenta on on a custom applica on or device for response collec on.

      Pre-fill provides method to personalize tokens, if set while crea ng a token, will be available to
      enable custom response collec on client to skip presen ng pre-fileld ques ons to the responder.
             Sample Call to get Survey By Token:
  Request

             GET https://api.getcloudcherry.com/api/surveybytoken/DM-21988

             Content-Type: application/json
             {
                   "logoURL": "https://az592622.vo.msecnd.net/users/demo/logo.png",
                   "backgroundURL": null,
                   "businessName": "Café Beta",
                   "businessTagline": "Brewing the Best - Always",
                   "colorCode1": "#F70D11",
                   "colorCode2": "#CECECE",
                   "colorCode3": "#FFFFFF",
                   "welcomeText": "Welcome to customer satisfaction questionnaire",
                   "thankyouText": "Thank you for sharing your views",
                   "questions": [{
  Response

                           "id": "547ef14d44ed4d230088b989",
                           "sequence": 1,
                           "text": "Rate Our Coffee Variety",
                           "displayType": "Smile-5", ...
                   },
                   {
                           "id": "547ef85e44ed4d230088b9b1",
                           "sequence": 2,
                           "text": "Rate Effectiveness Of: Barista",
                           "displayType": "Star-5", ...
                   }],
                   "preFill": null
             }

                                                          è Submit Response Using Mul -Channel Token
2020 Cisco and/or its affiliates. All rights reserved.
Submit Response Using Multi-Channel Token
      Responses once collected using a token survey a er presenta on on custom channel/device can be
      posted back to API pla orm for Analy cs and Dashboard Access.

             Sample Call to Post a Response after Collection:

             POST https://api.getcloudcherry.com/api/surveybytoken/DM-21988
             Content-Type: application/json

             Body :
             {
                          "locationId": "Downtown",
                          "responseDateTime": "2015-01-10T10:44:17.455Z",
                          "responses": [{
                                  "questionId": "547ef11244ed4d230088b981",
  Request

                                  "questionText": "Enter your customer number",
                                  "textInput": null,
                                  "numberInput": 2345,
                          },
                          {
                                  "questionId": "547f3e0244ed4d1900dc68e3",
                                  "questionText": "How can we improve, let us know",
                                  "textInput": "Valet parking would be nice for this location",
                                  "numberInput": 0,
                          }...],
             }

             Response : Successful addition will return the complete response with a response id assigned by
             API for further reference.
  Response

             {
                     "id": "54b1028f8c62c31cf036eaf7",
                     "locationId": "Downtown",
                     "responseDateTime": "2015-01-10T10:44:17.455Z",}

                                                       è Prefill Contextual Informa on Using API For Survey Token
2020 Cisco and/or its affiliates. All rights reserved.
Prefill Contextual Information Using API For Survey Token
               Adding the context to data provides great benefits by integra ng experien al data with transac onal
               data to derive ac onable analy cs that can significantly impact the bo om line for the business
               collec ng customer data. Contextual informa on can be automa cally pre-filled using a API end-
               point(as oppose to a staff filling it manually); API end point setup by you will receive the complete
               response on submission and respond back with pre-fill data to make the response more complete

                           Sample Call Posted after a Response is Collected:

                           POST http://yourserver.com/api/receiverespondjsonprefill
                           Content-Type: application/json

                           Body :
                           {
                                    "locationId": "Downtown",
  JSON API Response POST

                                    "responseDateTime": "2015-01-10T10:44:17.455Z",
                                    "responses": [{
                                            "questionId": "547ef11244ed4d230088b981",
                                            "questionText": "Customers’s purchase value(Staff-Prefill)",
                                            "textInput": null,
                                            "numberInput": 0
                                    },
                                    {
                                            "questionId": "547f3e0244ed4d1900dc68e3",
                                            "questionText": "Enter your bill number",
                                            "textInput": null,
                                            "numberInput": 1234,
                                    }...],
                           }

                           Sample Prefill Returned By Your API Endpoint:
                           Response : You can lookup information to pre-fill on your side to match that of any filed provided
  Your API Response

                           by customer(ex. mobile #, bill #) and provide pre-fill data to add context to this survey response. (
                           shown is a prefill of adding transaction value using the bill number which could have been pre-filled
                           by the sales clerk; other example pre-fills could be demographics using a membership number)
                           [{
                                           "questionId": "547ef11244ed4d230088b981",
                                           "questionText": "Customers’s purchase value(Staff-Prefill)",
                                           "numberInput": 100,000
                           }]

                                                                                        è Real- me Push No fica on on API
2020 Cisco and/or its affiliates. All rights reserved.
Real-time Push Notification on API
             Real- me no fica ons set with any criteria filter or even for every response(when criteria set is
             generic match-all such as ‘Any Ra ng : Less Than 6’) collected can be forwarded to your own API for
             further processing, for example you can react to a real- me ra ng event from a customer in store
             that needs to be further pushed using your central CRM for ac on from the right call center staff.

             Set the URL of the controller/script that can receive the complete answer as JSON POST by crea ng a
             new no fica on in the dashboard, with the URL as the target(in-place of email des na on), this will
             trigger no fica on to your server.

                            Sample JSON POST to your Server/API/Code:

                            POST http://yourserver.com/api/receivejson
                            Content-Type: application/json

                            Body :
                            {
                                     "notification": "Answered With Less Than 12",
                                     "answer": {
                                            "LocationId": "Downtown",
   JSON API Response POST

                                            "ResponseDateTime": "2014-12-20T14:34:08.426Z",
                                            "Responses": [{
                                                    "QuestionId": "547ef11244ed4d230088b981",
                                                    "QuestionText": "Rate The Service You Received",
                                                    "TextInput": null,
                                                    "NumberInput": 3,
                                            },
                                            {
                                                    "QuestionId": "547ef11244ed4d230088b982",
                                                    "QuestionText": "Would you like us to contact you",
                                                    "TextInput": “Yes”,
                                                    "NumberInput": 0,
                                            }...],
                                     }
                            }

                            Reply after receive expected by API is a HTTP OK(200), if the API does not receive a successful
   Reponse

                            response from your API or receives a error(404) it may stop sending any more notifications to that
                            URL.

                                                                                       è Single Sign-On(SSO) Automa c Login
2020 Cisco and/or its affiliates. All rights reserved.
Single Sign-On(SSO) Automatic Login
           Large businesses can enable Role based SSO(Single Sign On) for their users who are already
           authen cated by their intranet/website or email system or so ware such as CMS/ERP/CRM/PoS;
           SSO prevents duplica on of effort to create and maintain o en hundreds of username/password
           profiles for large businesses with many employees.

           SSO works by building a informa on packet(JSON) with the authen cated user’s informa on and
           then encryp ng the packet to obtain a SSO token that can be passed on to CloudCherry API for
           automa c login.

                                         Œ                                                                       Ž
                                                                            {JSON}       Redirect to CC

                                       Logs-in                                         h ps://api../?ssokey
                                                                           SSO Token

                      Your User                   Your Corporate Site      Generate                           Automa cally
                                                 /Email/CMS/ERP/CRM   Encrypted SSO Token                      Logged-in
                                                         /PoS
                      {
   User Information

                               "Userid": "manager", // Unique sub-user/role name(created at sign-on when not existing).
                               "Role": "Manager", // Manager(for All Access) or ManagerReadOnly(For select locations).
                               "Email": “user@yourcorp.com"// Verified Email address of user by your system.
                               "Locations": [], // Optional list of locations to lock ‘ManagerReadOnly’ into.
                               "TimeStamp": "2015-04-26T19:10Z" // Current Time UTC ISO-8601 format.
                      }
                                                                             [ Download Sample Token Generation Snippet ]
                      .NET :
  Encrypted Token

                               // json is as above, account is primary username, ssokey as set in primary account settings
                               String token = GetSSOToken(json, account, ssokey);
                      Java :
                               String token = GetSSOToken(json, account, ssokey);

                      Redirect browser to : https://api.getcloudcherry.com/#/login?sso={account}&ssotoken={token}
   Reponse

                      API will automatically create the account when non existed, or modify existing sub-user roles as per
                      the User Info JSON and drop into Dashboard with specific permission set; here on, user can set-
                      up/customize the views, reports or execute analytics drill-downs as a normal subuser would do.

                                                                              è Across-Channel Survey Delivery Workflow
2020 Cisco and/or its affiliates. All rights reserved.
Across-Channel Survey Delivery Workflow
         Fully Managed Global Survey Delivery Pipeline

         Global delivery plans enable delivery of personalized experiences across channels using powerful
         workflows that can be configured once and then securely re-used across me within your own
         transmission channels, for instance, mobile app push no fica ons or even to operate highly secure
         zero knowledge survey invites CEM program.
                                                                                 Across Channels(15+)
                                                           Delivery     +      Reminders            +
                                                                                              Thro ling Analy cs        +
                                                                               w/o PII (Any pseudo iden fier)
                                  In Next 30s                      1 Day Later                               3 Days Later                                Shown for 30 Days
                              (invited for survey)              (a er email open)                          (on no response)
                                                                                                               Your Mobile App          9:15 AM

                                         *
                                                                       Don’t Keep us wai ng,                                                                                                             ...
   Survey Token
                                                                                                                                                                One question for you
                                                                                                              Never stop imorving                               How likely would you recommend us to
                                                                       h p://nps.bz/DM-XYZ                    Help us deliver a great experience                your friends and family ?
                                                                                                                                                                     0 1 2 3 4 5 6 7 8 9 10
                                                                                                              every me!. è
                                                                       Help us deliver a great ..                                                                           Not at all   Maybe   Yes,Sure!

   Created
   (w/ Delivery Plan Id)
                                        @ Email                                Text/SMS                                Push Note                                           Website

                        (Bounce Checked)               (DND Checked)                              (Unsub Checked)                                 (Unsub Checked)
                                                                                             Any Channel/Per Customer                        Any Channel/Per Customer
                  "Description" : "You are receiving this as you are a customer of acme corp",
                    "UniqueCustomerIDByPreFilledQuestionTag" : "RealtionshipNo",
                    “RemindOnlyAfterOpenDays”: 1,
                    "Schedule" : [
                       {
                          "OnChannel" : “email://"
                          "Subject" : "Hello!",
                          "TextBody" : "Hello,\nPlease share your experience,\nFill out our survey at *|Survey URL|*"
                       },
  Delivery Plan

                      {
                          "OnChannel" : “sms://twilio"
                          "TextBody" : "Don’t keep us waiting,\n*|Survey URL|*\nHelp us deliver a great experience every
                  time!.\nOptout: *|Unsubscribe URL|* "
                       },
                      {
                          "OnChannel" : “json://mobile-push"
                          "TextBody" : "Never stop improving\nHelp us deliver a great experience every time!. ",
                          “DelayByDays” : 3
                       }
                      {
                          "OnChannel" : “mircocherry://”
                       }
                    ]
                                                                                                    è Permissions w/ Granular Authoriza on Filters
2020 Cisco and/or its affiliates. All rights reserved.
Roles & Permissions w/ Granular Authorization Filters
            CEM/EEM deals with measuring experiences; and these experiences can be of a service, interac on
            or of a journey(of customer or an employee).

            Minimizing data collec on is not just the goal of GDPR, but an effec ve strategy to achieve
            organiza onal clarity and to retain happy customers; as to make things complex is far easier than to
            make things simple and elegant. This is made possible by using granular authoriza on filters.

            Unique Approach of One Survey - Many Views/Uses

            Let's consider a airline needing to add experience measurement as a feedback to improve service
            across departments, this first needs overall measurement of experiences of its customers, but also
            on behalf of many departments detailing various aspects of delivering experiences, everything from
            ground-services that is responsible for check-ins to marke ng that is responsible for se ng
            percep ons, in a tradi onal market research scenario, every department may run their own detailed
            surveys to determine how the experience was so they can use that feedback to improve their
            delivery.

            Now from the customer’s perspec ve, customers are lot more happier if they were surveyed just
            only once on light easy to click through survey taking less than 90 seconds of their me, this would
            yield more broader par cipa on compared to answering two surveys with 5 pages taking 30
            minutes; one from ground team and another from lounge division to understand each of their areas
            of opera ons - instead a be er strategy would be, if the overall survey can itself can probe lounge
            experience to only those who visited the lounge by stealing extra 30 seconds.

            In this situa on, how will the lounge team have permission and access to experience data ? without
            running their own survey ?, a simple elegant approach that works where the smallest granular of a
            survey is a single ques on and a answer, and is to set as authoriza on of access to this survey based
            on grain(Q=A), enabling lounge team to look at lounge data for customer who actually visited the
            lounge while not necessarily having access or being swamped with en re universe of data.
                                  Lounge Team               Ground Team               Marke ng
                                            Auth Filter          Auth Filter                Auth Filter
  Granular Filtering

                                Visited Lounge = Yes       Checked Bag = Yes         Lounge -or- Bag = Yes

                                                           Cascading Authoriza ons
                                                                                                           Applied Auth
                                      Department                   Role                     User   =      Non-promoter
                                         Filter:                   Filter:                  Filter:
                                 Watched Brand Ad = true     Business Class = Yes          NPS < 9        marketed customer
                                                                                                          flying business

                                                                          è Examples of Granular Authoriza on Filters
2020 Cisco and/or its affiliates. All rights reserved.
Examples of Granular Authorization Filters

                            CEM                                                                              Airline                                                                                             Lounge Team
                                                                                                                                                                                                                       Auth Filter
                                                                                                                                                                                                                Visited Lounge = Yes
  Team Based Access

                                                                                    Mkt.                       Lounge                    Ground
                                                     Manager #1
                                                                                                                                                                                                                 Marke ng
                                  Lounge -or- Ground                                      Visited Lounge                                           Checked Bag                                                         Auth Filter
                                  NOT FILLED

                                                                                          NOT FILLED

                                                                                                                                                   NOT FILLED

                                                               xyz                                                     xyz                                                      xyz
                                                               40-45
                                                               Visited Lounge
                                                                                                                       40-45
                                                                                                                       Visited Lounge
                                                                                                                                                                                40-45
                                                                                                                                                                                Checked Bag                     Lounge -or- Bag = Yes
                                                               Checked Bag                                             Favorite : Blue                                          Favorite : Blue
                                                               Favorite : Blue                                         Member # 23456                                           Member # 23456
                                                               Member # 23456

                                               Rate the area you see we need to improve
                                               upon ?
                                                                                                       Rate the area you see we need to improve
                                                                                                       upon ?
                                                                                                                                                                Rate the area you see we need to improve
                                                                                                                                                                upon ?
                                                                                                                                                                                                                 Ground Team
                                  FILLED

                                                                                          FILLED

                                                                                                                                                   FILLED

                                                Comfort                                                 Comfort                                                  Comfort
                                                Price                                                   Price                                                    Price                                                 Auth Filter
                                                Speed                                                   Speed                                                    Speed
                                                                                                                                                                                       è
                                                                                                                                                                                                                Checked Bag = Yes
                            EEM                                                                        Company
  Department Level Access

                                                                                 BU #1                      BU #2                    BU #3                                                                       On BU #1
                                                    Manager #1
                                                                                                                                                                                                                       Auth Filter
                                                  Stores #1-5                                          Stores #6.10                                   Stores #11.15                                             Store = 1-5

                                         Staff #1.1.1                Staff #1.1.2                Staff #6.1                    Staff #6.2             Staff #11.1                    Staff #11.2

                                                                                                       Company
                            EEM                                                                                                                                     #

                                                                                 BU #1                      BU #2                    BU #3
  Ad-hoc Access

                                                    Manager #1
                                                                                                                                                                                                                 On Manager
                                                  Stores #1-5                                          Stores #6.10                                   Stores #11.15
                                                                                                                                                                                                                       Auth Filter

                                                                                                                                                                                                                Store = 1-5 -or- 11-15

                                         Staff #1.1.1                Staff #1.1.2                Staff #6.1                    Staff #6.2             Staff #11.1                    Staff #11.2

                                  # Use Not Equal To(!=) Operator for BU #3, But not Stores #11.15

                                                                                                                                                                                                           è Channel Comparison Matrix
2020 Cisco and/or its affiliates. All rights reserved.
Channel Comparison

            Channel                                        Using                  Go Live Effort                               Works Great For

Π       In-Person                                     Tablet Device     None - Signup w/ TestDrive Data   In-Store, In-Branch, On-site, At-Desk, At-Resturant

        Online                                        Website           Minimal - Add URL To Site         Business Website
Ž        Email                                         Click Link        None - Copy URL To Email           After Service Interaction, After Visit/Checkout

                                                                                                                                                                                 Mobile
        QR Code                                       SmartPhone        None - Print Poster               High Footfall Areas Such as Counters, Events,
                                                                                                           Conference, Airports, Railway Stations, Malls

                                                                                                                                                                                 Internet Free
        Paper Survey                                  Pen & Paper       None - Print Survey               Offline with Zero Technology
‘        Voice                                         Telephone(PSTN)   None - Copy Phone PIN & Call      Fully Automated Contests, Product Feedback
                                                       / SIP Transfer                                      Or Anonymous Staff/Employee Tip Off Lines
’        SMS/Text                                      Mobile Phone      Minimal - Connect To Raspberry    Radio Ad Measurement ( SMS XYZ to YZX )
“        Email Incoming                                Email Incoming    None-Setup Forwarding             Email Text Analytics For feedback@ Email Id’s
}        eSignature                                    Email Outgoing    None-Copy Signature Token Image Passive Experience Measure, Ticketing Or Staff
”
10       MicroSurvey                                   Online/Browser    Minimal - Add JS URL to Header  Online Contextual, eCom, Lead Gen & Conversion
”
11       API Survey Token                              API Call          Little - Single API Call
                                                                                                  1
                                                                                                         Privacy Protected Yet Trackable Using Pre-fill Data

                                                                                                                                                                                 CEM API
                                                                                                  2
”
12       API Data Pull/Push                            API Call          Little - Single API Call        Enterprise Analytics/One Screen/Real-time
”
13       API Data Import                               Excel Sheet       Minimal - Paste Into Excel        Import Existing Data Collection
”
14       API Complete                                  API Calls         Large - Multiple API Calls        Complete Product Integration
”
15       Social Listening                              Twitter           None - Enter Twitter @username    Social Media Sentiment Map/#Event Sentiment
                                                                                                                               1
2020 Cisco and/or its affiliates. All rights reserved.                                                                               See “Create Your First API Survey Token”
                                                                                                                               2
                                                                                                                                   See “Retrieve Filtered Responses Using API”
Data I/O Scope : Cloud Integrations - Ticketing/CRM/Marketing
               Key Facts:
               Ÿ CRM -vs- CEM: All CEM data is on-demand, i.e only upon survey token(i.e invite) crea on or upon
                 a customer responding to a survey will addi onal detailing start, not before, CloudCherry as a
                 CEM system does not act a system of records for en re universe of customers - which is CRM.

               Ÿ Unlike CRM's, CEM Systems do not hold data of customer who do not opt to voluntarily interact
                            with it; if there is a record in CEM system, it means a customer voluntarily took me to
                            understand / read and answer the survey ques onnaire - i.e conscious human ac on.

               Ÿ CEM systems never bulk query/copy data from even fully integrated CRM’s preemp vely.

               Ÿ CEM analy cs works on basis of sampling, than interviewing every customer there is; a 5%
                            randomized sample response rate is considered good sta s cally to base decisions upon, thus at
                            no point in me will a CEM system hold data on all customers - 100% of popula on.

                              Outbound
  HelpDesk/Ticketing

                                                              Ÿ       Open support tickets in Helpdesk on             (Example) Open tickets for customers
                                                                      triggers from CloudCherry on a real-            who may rate as detractors, letting your
                                                                      time basis Outbound                             staff pro-actively attempt to make
                                                                                                                      things right.

                              Survey     Outbound             Ÿ       Set up workflows with in CRM and send                    (Examples)
                                                                      CloudCherry surveys real-time to your
                             Two-way     Inbound
  CRM / System of Records

                                                                      customers      Survey                                   1. Send surveys from within CRM
                                                              Ÿ       Push data received in CloudCherry into                  with rich details from CRM(ex: Add
                                                                      CRM real-time Outbound                                  a age-group).
                                                              Ÿ       Set up notifications in CloudCherry and
                                                                      create tickets in Dynamics 365.                         2. Open tickets for customers who
                                                              Ÿ        Updates made in the Dynamics ticket will               may rate as detractors, letting your
                                                                      flow back into the corresponding                         staff pro-actively attempt to make
                                                                      CloudCherry response. Two-way                           things right.
                                                              Ÿ       Identify customer cohorts in CloudCherry
                                                                      and push these into Microsoft Dynamics                  3. Slice/Dice CX Data to build
                                                                      365 to create targeted marketing                        targeted marketing campaigns.
                                                                      campaigns Outbound

                              Logic Apps
  KitchenSink

                                                  Survey          Ÿ    Connect apps, data, and devices            (Example) Slice/Dice CX Data to
                                               Two-way                 anywhere—on-premises or in the             build targeted marketing
                                                                       cloud—with large list of connectors that campaigns.
                                                 Inbound               are successfully used by thousands of apps
                                               Outbound                and millions of executions for processing
                                                                       data and information.
2020 Cisco and/or its affiliates. All rights reserved.                                           All logos, trademarks and registered trademarks are the property of their respective owners
Data I/O                                                                                            WildCard / On-Premise Integrations
Integration with any on-prem/cloud software (ERP/CRM) is possible if it
offers a scheduled/sliced CSV export(almost all enterprise solutions do)

                                                                                                           Account Analy cs Store System of Records
                                                                                                           On-Premises/On-Cloud                                                                                      Store On

                                                                               Œ                                                                                             

                                                                                                                                                                                                                                                 On Premises
                                                                                                                                                          Place CSV/XLS on SFTP/S3/Azure
                                                                    Setup One-time/Recurring Schedule
                                                                     CSV Export on Select Sliced/Logic

             Business
             Manager

                                                       CX Analytics                                                                    Customer
                                                                                                                                       Func onalID vs Department      Status                   Time
                                                       Dashboard Access
                                                                                                                                       122XXXX        Sales          Resolved                 90s
                                                                                                                                       123XXXX        Reten on        Lost                    5 mins

    Complete Interaction Experience                                                                                                                                                  Pickup and Map
                                                                                                                                                                                                                                     w
     NOT FILLED

                                    122XXX
                                    Department : Sales
                                    Outcome: Resolved
                                                                                                                                                                            Upon Finding New CSV File
                                    Time: 90 Seconds
                                    Topics: Branch, Teller

                  How likely would you recommend us to
                                                                           Answered                         Tell us how we can make your
                                                                                                            experience even better!
                                                                                                            https://nps.bz/DM-XYZ
                                                                                                                                                                                                CLI Dispatcher
     FILLED

                  your friends and family ?
                                                                                                            Have a great day ahead! ..
                       0 1 2 3 4 5 6 7 8 9 10
                              Not at all       Maybe    Yes,Sure!
                                                                                                                                                1...to..Million                                                            -OR-
                                                                                  Gaining Happy Customer                                        Personalized Survey                                   On Premises                                              Cloud
                                                                                          Survey                                                Invites Dispatched
                                                                                                                                                                                                  Delivery Work ow Dispatcher
    Complete Interaction Experience
     NOT FILLED

                                    123XXX
                                    Department : Reten on
                                    Outcome: Lost
                                    Time: 5 Minutes                        Answered                         We’re sorry to see you go, share
                                    Topics: Branch, Teller
                                                                                                            what we could have done
                  How likely would you recommend us to                                                      better ?
     FILLED

                  your friends and family ?
                       0 1 2 3 4 5 6 7 8 9 10
                                                                                                            https://nps.bz/DM-XYZ
                              Not at all       Maybe    Yes,Sure!

                                                                                                                                                                   All logos, trademarks and registered trademarks are the property of their respective owners
                                                                                    Loss of Sale Survey
  2020 Cisco and/or its affiliates. All rights reserved.
                                                                                  (Department Retention)
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