The Next Generation Customer Experience & Connected Digital Experience Customer Experience 2020 - Cisco
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The Next Generation Customer Experience & Connected Digital Experience Customer Experience 2020 Carl Borchardt APJ Lead Contact Center & Customer Experience Solutions © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Agenda • What do my Customers Want? • What is Good Customer Experience? • 6 Technology Trends that will Power Exceptional CX in 2020 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Seismic Changes Will Displace Nearly 40% of Top
Incumbents, and It Will Happen Soon
In your industry, how
many companies will
lose their place in the
Expected time to disruption*:
top 10 due to digital
disruption (over the
3 years
next 5 years)?
*Disruption = Substantial change in
Source: Global Center for Digital
market share among incumbents
Business Transformation, 2015
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Most Companies Are Not Responding to the Threat
Responses to Digital Disruption
43%
32% 31%
45% 25%
of respondents
say digital disruption Actively
Does not Actively
is NOT a recognize responding
responding
by disrupting
board-level or is not Taking by disrupting
our own
responding “follower” our own
concern appropriately approach business
Business
(2017)
Source: Global Center for Digital
In general, what is the attitude of your
Business Transformation, 2015 company’s leadership toward digital disruption?
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
The Big Question:
“What do my Customers Want?”
Product Exceptional Perceived Emotional
Experience Service Value Connection
Source: BCG Research
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CISCO CONNECT
Customer 2018 . IT’S
Experience is ALL
KeyYOU
Agenda • What do my Customers Want? • What is Good Customer Experience? • 6 Technology Trends that will Power Exceptional CX in 2020 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
How Can You Deliver Good Customer Experience?
Omni-channel Personalized Always On
Engagement Service Experiences
Consistent Information Unique, Memorable & Continuous Engagement &
Across Channels Delightful Interactions Effortless Transactions
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CISCO CONNECT 2018 . IT’S ALL YOU © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Agenda • What do my Customers Want? • What is Good Customer Experience? • 6 Technology Trends that will Power Exceptional CX in 2020 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
6 Technology Trends that will Power CX in 2020
Smart Stores Hyper-Personalization Intelligent Assistants
1 Brick & Mortar Strikes Back 2 Segment of One 3 Ready to Cross the Chasm
Remote Experts Instant Fulfillment
4 Human Interaction Golden 5 Becomes a Reality 6 VR & AR
Blend Physical with Digital
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CISCO CONNECT 2018 . IT’S ALL YOU
Digital Meets Brick & Mortar 1 Smart Stores
E-Tailers Brick & Mortars
Embracing Brick & Mortar Are going Digital
88% of $3.4T Sales @ Stores 8600+ U.S. Stores to Close in 2017
Acquired Whole 800+ Stores 100 Stores
Foods’ 450 Stores Discount if App to find Shop online ,
Planned Planned Ordered Online Products in-store We deliver
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Traditional Store + Digital Commerce = Smart StoreThe Smart Stores Revolution
Amazon GO Ford Nordstrom
Experience Center Showcases Future Smart Mirrors Compare & Recommend
No Payment Counters
Cars Matching Outfits
Burberry Tesco Korea Timberland Stores
Checkout from Store Couch Shop at Metro Stations on Digital Design Your Own Boots
Aisles. Delivery by Evening
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialHyper-
Personalizing for the Segment of One 2 Personalization
It’s a Connected World Willingness to Share Data Advancements in Technology
2020: 25 billion “things” Connected 2020: 1.7 MB per Second per Human Capture, Analyze, Target in Real Time
Individualized Services
Greater Customer Loyalty
Product focus
Unique
Customer Segment focus
One-Size Fits All Approach Experiences
Customization on tribal/group behavior
Real Time Adjustments
Increased Customer Satisfaction
Deliver Crowdsourced Ideas
Great Results Minimize Product Failures
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
77% Digital Natives expect a Personalized Digital ExperienceEarly Adaptors of Hyper-Personalization
Birchbox Wells Fargo Gustin jeans
Hair Gel that Suits You Personalized ATM Dashboard Crowdsourced Denim Designs
Weather Channel + GoRun Delta App McDonalds Asia
Recommends Time to Run based on Find Proactive Alternatives to Create Your Own Burger at Kiosk
Weather Patterns Cancelled / Missed Connections
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialIntelligent
Intelligent Assistants Cross the Chasm 3 Assistants
Conversation is Golden Ready for Mass Adoption Growing Ecosystem
45% of U.S. Adults use IA 2017:10M homes to have Echo, Home... APIs to add Voice to Applications
Discovery
Ready Basic Search functions. But not for Complicated Queries
Transactional
For Simple Repetitive Orders. But not Complex, High Value Orders
Support
Primetime Routine High Volume Services. But not for Confidential Advice
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
By 2020, Average Person will have More Conversations with Bots than SpouseGive Voice to Customer Interaction
Dominos Pizza Hyundai + Google Royal Bank of Scotland
“Ok Google, Order Pizza” “Start Engine, Unlock doors” “What is my Account Balance?”
Capital One Samsung Galaxy S8 Macys On Call
“Alexa, ask Capital One, how much “Bixby, Show me my Photo “Where are Ladies Shoes?”
did I Spend?” Gallery”
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialHuman Interaction Remains Vital 4 Remote Experts
High Value Interactions Complex Decisions Service driven Sales
84% Prefer Live Agent to Resolve Human Brain - 100 billion Neurons, $ 1.6T Sales lost from Switching
Issues one Trillion Connections Due to Poor Service
Financial Services
Guidance from Personal Bankers
Remote Experts Expert Advice
Seek Legal Option
Essential for Critical
High Stakes Services Healthcare
Virtual Doctor Visits
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
77% of U.S. Consumers prefer Dealing with Human Beings for AdviceRemote Experts are Already Reaping Rich
Dividends
American Express Kaiser Permanente Nationwide Building
Premium Support for Black Card
Virtual Doctor Visits Virtual Mortgage Advisors
Customers
Increased NPS by 38% Virtual visits > in-person visits 66% Reduction in Cost of Sale
Metlife Mexico Viettel Westpac
Virtual Support Kiosk at Select Added Remote Agent to mobile Support for Business Banking
Branches application for in app support Customers
5 times Increase in Video call
Net Promoter Score of 100 90% Increased Conversion
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential customer supportInstant
Instant Fulfillment becomes a Reality 5 Fulfillment
Customer Expectations Willingness to Pay Technology Advancements
30% Millennials want 25% would pay for AV’s can Deliver
Same-Day Shipping Same Day Delivery 80% of all Parcels in 10 years
Expedited Shipping
Amazon’s same day delivery covers 1,000 US cities
A Competitive Sharing Economy
Advantage 5 Million downloads for Uber Eats
Drone Delivery
86% of Amazon packages weigh 5 lbs. or les
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
70% Americans live within 5 miles of a WalmartInstant Fulfillment on the Rise
Amazon Walmart UberEats
Offers Same Day Delivery Meals Delivered in less than One
Incentivizes Same Day Pick up
Also testing Drone Delivery Hour
Uber UPS Google
Driverless car delivered beer in Testing drones for medicine Drone delivered Chipotle burritos on
Colorado delivery campus
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialVirtual &
VR /AR Blend Digital with Physical 6 Augmented
Reality
Computing Advancements Camera Phones Everywhere Democratized Ecosystem
Oculus Rift:1.3M times the powerful of 2020: 15M Phone based VR units in US Google, Microsoft, Facebook (Oculus)
VRs from 1990s Sharing SDKs to enable VR/AR in
Mainstream Applications
Virtual Showrooms
Turn Dreams Stores in your Living Room
To Build Virtual Products
Customer at the Center of Design
Reality Shop Using your Camera
Aim. Click. Buy
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
100 Million+ Consumers will Shop in Augmented Reality by 2020Early Movers are Investing in VR/AR
Volvo IKEA Yelp
Browse Cars from Your Couch Design your Virtual Apartment Locate Cafes on your Street
L'Oréal Makeup App Amazon Flow App Expedia
Try Lipstick Shades Click it. Order It Peek into Hotel Rooms
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
216 Technology Trends that will Power CX in 2020
Smart Stores Hyper-Personalization Intelligent Assistants
1 Brick & Mortar Strikes Back 2 Segment of One 3 Ready to Cross the Chasm
Remote Experts Instant Fulfillment
4 Human Interaction Golden 5 Becomes a Reality 6 VR & AR
Blend Physical with Digital
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialHow Do You Get Started? Assess
Understand Customer Journey
Capture Friction, Needs, Future State
Design
Acquire Solutions & Technology
Implement Redefined Process & Journey
Improve
Measure Everything
Observe & Optimize
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialConnected Digital Experience
Personal Any channel Effortless Digital
Know your Put your customers in Make it easy for your Engage with
customers and how charge of how and customers to do connected
they’ve engaged when they connect business with you consumers
with you before with you
Finesse Enterprise Chat
Context Service Remote Expert
Context Service and Email (ECE)
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CISCO CONNECT 2018 . IT’S ALL YOUCisco Connected Digital Experience (CDX)
Context Service
Cisco Inbound and Self-Service
Solution Plus Outbound
Ecosystem Intelligent Queuing
Voice
Partners Partner Speech Recognition
Solutions Speech
Apps
Finesse Immersive
Desktop Video
Facebook Routing
Cisco Unified
Reporting
Contact Center
Social
Twitter Context Kiosk
Media Video
Service
RSS
Rest API for
Mobile Web- Email
Custom Feeds
Care Channels
BOTS & Web Call Back
Mobile
Care Apps
Chat
Video
Virtual Assistant BOT
Out of the box experience
Cisco Unified Contact Center 11.6 2018 Any channel
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CISCO CONNECT . IT’S ALL YOU
360 view of customerTransform your
Customer Experience journey
www.cisco.com/go/cc
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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