Up your Game in Customer Experience with Behavioral Analytics
Managing Director, Software and Network Transformation
Technology, Innovation, Thought Leadership, Enterprise Networking, Mobility
We just wrapped up Cisco Live Melbourne (CLM) that took place between 6 and 9 of March, and guess what? We know what you were up to that week. For example, we know the World of Solutions (WoS) was the most popular attraction and that you explored Cisco’s booths and innovation for one hour on average. We also know you were engaged in the breakout sessions, because you stayed throughout, and that you’re loyal to your coffee break. You may have not stayed for long, but the “Work-Live-Play” was your favorite spot to relax and catch up on your emails and social media updates.
Don’t worry, your identity is confidential. With Cisco Connected Mobile Experience (CMX), it’s not about who you are, but where you are and where you spend your time, using our wireless network. All so that we could understand how you interact with the environment and improve your experience while at CLM.
Behavioral data is just as important to us as it is for other companies. At a time when 9 out of 10 companies compete on consumer experience, understanding customer behavior to drive better decision-making has become a primary competitive market differentiator. According to Gartner 2017 CIO Agenda: An Asia/Pacific Perspective, Business Intelligence and Analytics form the number one technology investment companies are making globally (38%), and even more so in Asia-Pacific region (43%).
Popular amongst retail companies, the usage of location-based analytics through wireless infrastructure is now growing in many other industries, including manufacturing, education and healthcare. Because “location, location, location” is no longer just a real estate tagline, but a powerful source of information to help companies make better decisions that will positively impact their business outcomes, resources, customer experience and, ultimately, revenue. According to Dresner Advisory Services’ 2018 Location Intelligence Market Study, 66% of them rank location intelligence critical to their revenue growth.
The possibilities are endless - a healthcare provider moves a doctor to the ER floor when the waiting time for the patients exceeds one hour; a university turns off the lights in one of the buildings if no one is there; or a retail outlet gives you a 15% discount on your purchase if you’re identified as a returning customer. Cisco’s Wi-Fi and CMX solution help to do this and more, which translates into a stronger relationship between a company and its customers.
Cisco Wireless Network just got cooler!
With all the rich data that comes with location-based analytics, it’s in your best interest as a company to ensure customers can connect to it. Unfortunately, that’s not always the case – leaving them frustrated, and you in the dark. What’s more, those Wi-Fi issues are often untraceable, which makes it almost impossible to fix and prevent them.
Recognizing the importance of wireless and visibility into consumer behavior to our customers, we’ve enhanced our wireless offering with DNA Center Assurance. This capability gives enterprises the ability to get a real-time 360-degree view across the entire network environment - including users, devices and applications - making it possible for IT to spot both wireless and wired issues in seconds, and even resolve them with just a few clicks.
Don’t underestimate the impact Wi-Fi issues can have! Not only is it very frustrating to be blocked from accessing a critical application or key customer data, it also has a huge impact on the productivity of your IT organization. IT spends nearly 50% of their time troubleshooting and nearly 40% of that is solving wireless issues. Up until now, there were no robust tools to help them isolate and address Wi-Fi issues. That’s why Assurance may very well be the coolest Wi-Fi feature we have ever created!
If you were at CLM this year, you will have seen that Assurance was one of the highlights of the event across the board, with early adopters like the University of Wollongong sharing how it has dramatically simplified Wi-Fi management and has helped to significantly improve the experience for their students. Stay tuned: case study coming soon!
See you next year at Cisco Live Melbourne!
Mark your calendars for Cisco Live Melbourne 2019, from 5 to 8 of March. This is our largest annual event, where customers, IT professionals and partners from all over the world come together to keep abreast of Cisco’s innovation and emerging technologies as well as share best practices and expertise. We promise to keep coffee flowing!