Customer Experience Technology - Cisco · Cisco Creative, Business Innovation Group April 2018 Customer Experience Technology

Cisco Creative, Business Innovation Group

April 2018

Customer Experience Technology

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

We create WoW digitally to grow your business

Customer Experience Technology (CXT)

REVENUE BOOSTER

DIGITAL CREATIVE

SPECTACULAR MARKETING

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

CONSUMER BEHAVIOR STUDIES

IN-DEPTH PRODUCT

COMM.

BRAND ESSENCE

CXT MethodologyRedefine Customer Experience

New Customer

Quick-adopt

ATTRACTION

Pass-by Look Try Buy

Repeat CustomerLink-sell

Loyalty CustomerWord-of-

mouth

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

CXT Value Proposition

WoWEffect

Interactive Engaging

Precise Marketing

ScenariosDesign

Digital UIDevelopment

DataAwareness

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

CXT Holistic Architecture

Interactive Window Digital Ad Screen Lift & Show

CXT Platform & Control Unit

Smart Mirror

Meraki MAC Sniffer Motion Sensor RFID& Objective Tracking

Camera& Recognition Other Systems

Cisco Vision DMP

Meraki Connectivity and Security Publ

ic /

Priv

ate

Clo

ud

Anywhere Checkout

APPAPPAPP

Smart Shelf

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

CXT Case Studyof

a Skin-care Store

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Scenario 1. Connected Screens

• Stop traffic using digital signage and creative contents (eg. answer quiz and win samples)• Higher frequency but lower efforts of content changing than lightbox

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

• Easy engaging with silent customers and promoting products by “Lift and Show” • Know customers behavior and preferences by data collecting• Perfectly integrated with store fixture design

Scenario 2. Lift and Show

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© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Scenario 3. Engaging Screen

• Tell story of ingredients and product

functionalities

• Print “boarding pass” and get a sample,

create good timing for BA to engage

• Collect customer data (name, mobile phone)

• Scenarios content created base on existing

branding assets

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Scenario 4. Live Tree Lighting

• Day light simulation, from dawn, to noon and dusk• Automated lighting change, pre-set lighting scenarios (color, temperature)• Designed to fit to store lighting environment