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
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