Customer and Workforce Experience Digital Solutions

Tim Gruver

Senior Director, Enterprise Solutions Office

Cisco

Digitisation drives new ways of engagement

Our customers are asking us to engage at an outcome level

The Digital Business

Transform Processesand Business Models

Leads To:

Innovation

Faster Time to Market

Empower Workforce Efficiency and Innovation

Leads To:

Increased Productivity

Better Retention

Personalize Customer/ Citizen Experience

Leads To:

Increased Loyalty

Greater Insight

Digital business is the creation of new business designs that

connect people, business and things to drive revenue and efficiency.

Digital Capabilities

City OperationsBusiness OperationsCustomer ExperienceWorkforce Experience

Increase innovation,

productivity and

satisfaction by

providing workers a

better experience

Increase customer

loyalty, drive sales

and deliver

continuous

operational

improvements

Enable agile

business processes,

continuous

improvement and

gaining operational

efficiency

Create continuity for

the operations and

communications in

support of citizen

services

The Technology Platform for Digital Business

Network

Digitisation Goes MainstreamDigital Solutions Design

Easy to Orderwith Single Solution ID*

Broad Choice of Ecosystem Partners

Faster Time to Marketwith Pre-validated Stack

Reduce RiskScalable, Secure Platform

Purpose-builtto Address Customer Challenges

Digitisation is Transforming Businesses

UPS My Choice

Delivery Control

Personalized Service

Mobile Experience

Smart Library on

Smart Campus

Virtual Expertise

Personalized Service

Through Virtual Advisors

Engaging Experiences

Employee

Collaboration

Virtual Expertise

Virtual Teller Machines

for Digital Consumers

Cisco Digital Solutions

ServicesVertical Consulting; Lifecycle Adoption

Vertical Applications: ISV’s; Ecosystem Partners

Virtual Expertise

Workspace Productivity

Mobile Experience Intelligent Branch

60 %

40 %

Connecting Digitisation for our Partners…

Digital Ceiling

At-a-Glances

Sales Accelerators

BDM and TDM Decks

Configuration Tools

Ordering Guides

Support Aliases

Global Sales Kits

Sales Collateral from Discovery to Close

Digital Capabilities Portfolio

New

Buying Centers

Higher Revenue & Margin

Superior Customer Loyalty

Leads To

Validated and Ready-to-Sell

Partner Centric

Business Outcomes Focused

Partners Benefits

Take the Business Solutions Framework Assessment and

schedule a review with your Partner Account Manager (PAM) or

Partner Development Manager (PDM)

Familiarize yourselves with the Practice Building Opportunity via

our Business Solutions Framework

Visit the Digital Solutions Site on Partner Central

www.cisco.com/go/digitalbusiness

Call to Action

Thank you

Hospitality

Santa Clara HyattDriving Business Intelligence

The Challenge Identify guest location and dwell times to deliver

personalized and contextual services

Digital Transformation Wayfinding and location-based services for 1:1

guest advertising

Location and dwell-time analytics for enhanced

service delivery and revenue growth

Business Outcomes 15-20% increase in non-room revenue

65-point increase in customer satisfaction –

raised property from bottom 5% to top 5%

25% to 40% increase in lobby bar spend by

offering free Wi-Fi access

Increase of 37% of Internet Promoter score one

year after implementation

Products and Services Cisco Connected Mobile Experiences (CMX)

Cisco Prime Infrastructure

Cisco Mobility Services Engine

Cisco Aironet access points with 802.11ac

Cisco SmartNet Services

“The Cisco solution has helped us improve customer

satisfaction and staff efficiency while at the same

time increasing mortgage sales. The business case

in favor of the Cisco solution stacked up quickly.”

Andrew Nation,

Senior Manager,

Future Customer Outcomes at Nationwide

Retail

Nationwide Building SocietyIncreases Profitable Wallet-share Capture

in Mortgage Lending

Challenge

• Improve customer satisfaction

• Enhance access to experts

• Reduce leakage of business to competitors

Solution

• Deploy customer-facing “Virtual Advisors”

enabled by Cisco

• Enable the close of mortgage sales in branch

by accessing mortgage advisors from central

pool

• Manage ad-hoc and scheduled meetings

Results

• 60+% improvement in new mortgage

business

• Double digit improvement in client net

satisfaction

• 66% reduction in cost of sale