TransformingCustomerExperience

CiscoEnterpriseMobilityServicesPlatform

ZuzanaHumajovaMobilityRoadshow

November2016

CustomerExperience IsEverything

In2016 89%66%In

2013Ofcompanieswillcompetebasedoncustomerexperience(upfrom36%in2012)**

*Accenture2013GlobalConsumerPulseSurvey(13,168consumersin33countries)**GartnerSurveyFindsImportanceofCustomerExperienceisontheRise;MarketingisontheHook,JakeSorofman,LauraMcLellan,Sep2014

CompaniesConsumers

Switchedbrandsduetopoorcustomerexperience*

PullingTogetherthePiecesofYourMobileStrategy

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Wi-Fi Networks

Mobile Apps

Mobile Ads

Mobile Coupons

Location Information and Analytics

EMSPisa CloudHostedMobileApplicationPlatformthat helpsorganizationsdelivercontext–awaremobileexperiencesandengagement withactionableinsights

WhatisCiscoEnterpriseMobilityServicesPlatform?

WhatCanYouDoWithEMSP?

NewBusinessModelsTargetedOffersandPromotions

SimplifyGuestLogin PersonalizeEngagement

Adrevenue,newservicesLoginwithoptions likesocialloginandSMS

Contentbasedonuserandlocation

Monetizecontentandupsell withspecialdeals

andpromotions

SMS

WebMobile

ContactCenter

Email

In-VenuePrint

SocialMedia

In-venueguestidentificationandacquisition

Context-awareengagement

Opportunity:MakingIn-VenueMobileExperience aReality

CustomerExperienceMoments

RealizingtheValueofLocationBasedServices

“Opensupunlimitedopportunitiesforyou totargetconsumerswithdealsandadsbasedontheirpreferencesandlocationandtobuildcustomerloyaltybyprovidingpersonal

engagementsinyourvenue.”

“YourNexus5mayuseabeacontodeterminewhatsectionofagrocerystoreyou'reinandseeifanythingonyourshopping listisinthatarea,soyoudon'tforgetit.”

LocationBasedServicesareonlyatriggerunlessyouhavean

intelligentwaytodeliverguestengagement!

DeliveredonCiscoMobileNetwork

EnterpriseMobilityServicesPlatform

(EMSP)

NETWORKINFRASTRUCTURE

Cisco Meraki® APs MSE/CMX BLE

API

ENTERPRISESYSTEMSCRM|DataBases

APPDEVELOPMENTECOSYSTEM

API

9©2016Ciscoand/oritsaffiliates.Allrightsreserved.CiscoConfidential

FeaturesandPackages

Compellingcaptiveportal

OptimizedWi-Fionboarding

Quicklocationset-up

Ciscomobilenetwork integration

Engagementrulesengine

Proactiveeventtrigger

Multi-channelnotifications

EMSPSDKsformobileapps

Analyticsonwho,what,when,where

Insightsaugmentedwithenterpriseuseridentity

APIsforenterprisesystems(Loyalty/CRM)

EnterpriseeventtriggeredthroughAPIs

CustomerAcquisition

ActionableInsight

Context-AwareEngagement

EnterpriseConnectivity

CiscoEnterpriseMobilityServicesPlatformCloudSoftwarethatCreatesExceptionalIn-VenueMobileExperiences

TransformCustomerExperience

Achievingcontext-awaremobileexperience&engagement

ACQUIRE INSIGHTS

Acquirecustomer onFreeWiFifromwelldesigned portals,

optimized flowsandpixelperfectpopupcaptive portalexperience

Actionable insights intocustomer behaviorat

locationEngage customers withaseamlessLBS(WIFI,BLE, GPS)multi-channelengagement (SMS,EMAIL, APP

NOTIFY, CAPTIVE PORTAL)platform

Deepermulti-channel memberengagement andinsights- nurtureongoingmember relationshipstoenhance loyalty, increase sales andbuildgreatercustomer retention..

MULTICHANNEL,INSIGHTSDRIVENENGAGEMENT

LOCATE

IDENTIFY

Analyze

ACT

SENSE

DEEPENTERPISEENGAGEMENT

GAINACTIONABLEAnalytics

ACQUIRECUSTOMERSONWiFi

EMSPEnterprise

NewFeatures

EMSPBASE EMSPAdvanced

NewFeatures

StartwithBusinessObjectivesBusinessObjectives Package

Identify andacquirecustomers EMSPBase

Analyzeknownguests EMSPBase

Offer locationbasedservices EMSPAdvanced

Improvemobileapp customerjourney EMSPAdvanced

Engagebasedonguestbehaviorandpreferences

EMSP Advanced

Associatein-venueguesttoenterpriseidentity EMSP Enterprise

Completeomni-channel strategy EMSPEnterprise

Monetizecustomer loyaltyprogram EMSPEnterprise

CommonIndustryUseCases

ConnectedStadiumsandEvents(CS+E) HospitalitySmart

ConnectedCities Retail Healthcare

Providedifferentiatedlevelsofservicetoincreasecustomerloyalty

andincreaserevenue

Send targetedofferstocustomersbasedon theirlocationtoenhancecustomerexperience,increaserevenuesandbuildbrandloyalty.

Deliverpersonalizedpatientcareonsitewitheasymobilecheck-in,targetededucationalcontent,real-

timeinformation

Createmobileexperiencesthatdriverevenueandhigh

levelsoffanandattendeeengagement

Deliverreal-timecityinformationandservices.Partner

withlocalbusinessestodelivercontext-awareads.

Monetize

• PersonalizeonProfile/Location• LocationorProfileBasedOffers• HybridMobileDelivery• OmniChannelEnabled

Providepersonalizedoffersandservicesbasedonuserprofileorbehavior

Connect

Rapidlyon-boardcustomersandprovideaccesstokeyservices

Engage

Engagepeopleincontexttoenableinformedandtimelyaction

• Providelocationspecificcontent• Captureexperience feedback• Trackonlocationmovement• EnableEmployeeAssistance

Summary - EMSP and Your Mobile StrategyTransformingMobileExperiences

• EnableWiFiServices- Free,Paid• DriveMobileAppAdoption• LoyaltyProgramAdoption

ReadytoGetStarted?

So,areyoureadytoexplorehowCiscoEMSPcanhelpyourcompanyattract,engage,andretaincustomers?

Tolearnmore,visitusathttp://www.cisco.com/go/emsp