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New business drivers for

Customer Collaboration

Erwin-Paul Bouma S a l e s M a n a g e r

C u s t o m e r C o l l a b o r a t i o n

E u r o p e , M i d d l e - E a s t , A f r i c a & R u s s i a

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Cisco Customer Collaboration

Major Trends

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Wave 2: Relationship

Wave 1: Cost

Wave 3: Experience

Transactions Interactions Engagements

ACD CTI, IVR, Segmentation Multichannel, Enterprise

Expertise, Social Media

Place System Enterprise Service

Operations Marketing Brand Management

Reactive Proactive

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Yesterday’s solutions aren’t enough.

at any time, in any location, and on any device.

Customers want to be taken care of…

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Customer Customer

Multi-Channel Omni-Channel S

tore

s

Mo

bile

Web

Cata

log

ue

Sto

res

Mo

bile

Web

Cata

log

ue

Seamless Experience

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OmniChannel is a customer

relationship strategy where the

customer is the centre of all

interaction channels ; decides how,

when and where to communicate

and expects a consistent,

personalised, intuitive & rich

experience

Omni Channel

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Bringing Service to Customers Across Screens

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Moving from One-to-Many, to one-to-One

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Embracing the power of the consumer

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FitBit pedometer WiThings scale Vitality pill bottle

Nest Thermostat Pebble Watch Google Glass

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One day while at the

office…

… his car is hit in a parking lot

outside the building.

Rob “opts in” to remote car

monitoring service

Message routed to insurance

company’s proactive customer

care gateway

Local agent unavailable.

Call routed to centralized call center.

Proactive Response Collision Detected Monitor Opt In

Sensors detect a collision and

route a message to Toyota USA

Sensor m

essage

SIP

Gateway XMPP

message

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Engagement Proactive Response Collision Detected Monitor Opt In

Customer care screen pop with account

information on outbound call

Detail on collision detection report from

Toyota USA

Customer engagement: Damage assessment,

claim initiation, tow, and rental car service

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Cisco Customer Collaboration

Customer behavior changes

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Delivering a Seamless and

Personalized Customer Experience

Across Multiple Channels

Improve Time to Closure…

Faster Than Today

Enable Secure Collaboration and

Ability to Close Business Across

Multiple Channels

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The Channel Puzzle

51% research online and

then buy in store – Google 2012

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The Channel Puzzle

32% research online, visit in

store and then buy online

– Google 2012

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The Channel Puzzle

82% Multichannel customers

spend 82% more than

single channel

customers

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The Channel Puzzle

84% want consistent service,

get frustrated by

fragmented journeys

- Accenture

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Point Solutions Chaos Scenario

Tactical response

Departmental Isolation

Focus on Integration, not

Outcomes

No Common Intelligence or

Platform

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Cisco Customer Collaboration

What Businesses Are Doing

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Branchless Bank

`

Branches Replaced by

Kiosks

Non Traditional Placement

Significant Cost Reduction

Reduction in Leakage

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Energy RWE - Multichannel

Brand New Channel

Significant Customer Uptake

Strong Sales Conversion

Increasing Customer

Satisfaction

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Everbright & Guangfa Bank

`

Expanded Footprint

Rolling out over 6000

units

Captures Signature and ID

Instant Card Delivery

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Nationwide

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Thank You