Webex XM BDM

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• This presentation provides an overview of Webex Experience Management

(formerly CloudCherry)
• Target audience: Business Decision Makers (BDM), CMO, LoB Executives
• Please read presenter notes containing talking points and links to other
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• Cisco.com Webex Experience Management Landing Page
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© 2020 Cisco and/or its affiliates. All rights reserved.

Webex Experience Management
(formerly CloudCherry)
Agenda
Trends in customer experience
Business challenges
Cisco Webex Experience Management
Next steps

“We’re currently in the “experience economy”.
A customer’s experience across every
touchpoint, in both digital and non-digital
channels, is what determines the success of a
company.”
Nicholas Webb, futurist and innovation expert. Author of “What Customers Crave
(How to Create Relevant and Memorable Experiences at Every Touchpoint)”

Customer experience disrupts markets
Disparity between how brands A company’s competitive edge lies

perceive their customer service and in seeing the world through their
how customers perceive that same
service.
10x customer’s eyes.
Bain & Company

McKinsey

The impact of bad customer experience
59% Will abandon a brand they love after several bad

experiences
46% Will abandon a brand if employees are not

knowledgeable
32% Will stop doing business with a brand they love after
just one bad experience
It’s easier to love a brand when the
brand loves you back
SETH GODIN
Author and Entrepreneur
© 2020 Cisco and/or its affiliates. All rights reserved. Source: PwC
Customer experience impacts your bottom line
75% 79% 79%
Of consumers are more likely to Of business leaders believe Of consumers trust online
purchase from a company who customer experience has a major reviews as much as personal
knows their name and purchase impact on business results recommendations
history, and recommends
products based on their
preferences.
Accenture Cisco Survey McKinsey

Data analytics gives you meaningful insights about your
customers’ journey
Of business buyers expect Of all data analytics projects

companies to anticipate their will relate to an aspect of
needs and make relevant customer experience by 2020.
75% 40%
suggestions before they initiate
contact
Salesforce

In 2020, the
global ad forecast
is $614.73 billion.
Source: eMarketer, June 2020

Expectations Customers
All businesses
Expect
havewhat
certain
we Outcome
outcomes
market
thattothey
them
want to
Look
achieve. NPS
Experience Churn
Feel Revenue
Taste Share of Wallet

Business Outcomes
Increase NPS Improve Prevent churn Increase

Revenue Per More Referrals Repurchase Rate
Customer

Pillar 2:
1: Integration
Customer journey mapping
Expectations Outcome
Look NPS
Experience Churn
Feel Revenue
Taste
CRM
Omnichannel
ERP POS
Customer
Support Marketing
Share of Wallet
Journey
Pillar 3: Predictive analysis
Service Quality Staff efficiency NPS
Staff Efficiency Service Quality ARPU

6%
Timeliness Billing Efficiency Upsell
Online experience Online experience Same Store Sale
Billing Efficiency App Experience Repeat Repurchase
App Experience Timeliness Churn

Do these sound familiar?
Competitive pressures and brand Poor customer satisfaction and

reputation retention
Fragmented processes and customer

No visibility to customer sentiment
journeys
Inability to identify “at risk”

Data in silos and difficult to analyze
customers before it’s too late

Let’s take at look at the customer journey
EMAIL WEB SELF-SERVICE OFFERS
PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL

WEBSITE
SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM
MOBILE APP
ONLINE DISPLAY 3RD PARTY SITES SOCIAL SURVEY
AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION
WORD-OF-MOUTH
RADIO / PRINT DIRECT MAIL SALES REP CALL CENTER / IVR MAILINGS
TV / OUTDOOR
PR
CALL CENTER OFFERS IN INVOICE

Today the contact center has a limited view

WEBSITE
MOBILE APP
WORD-OF-MOUTH
TV / OUTDOOR
PR
Not Aware
© 2020 Cisco and/or its affiliates. All rights reserved. Contact Center Not Aware
They need a 360 degree full company view
Purchases new
Connects with agent –
refrigerator
Shuts off water asks for information
Signs up for
Agent does not competitor program to
Ice maker is issue Goes to company support page
Frustrated know Mike’s get 5% off and 1 yr
history extended warranty
Determines freezer
Uses Social Media
issue
On Hold for 10
Finds refrigerator minutes Agent cannot Finds competing
Finds potential parts confirm parts fit company
problem
CALLS NO
PROBLEM SELF SERVES DEFECTION
SUPPORT RESOLUTION
Damage to floor
Goes to
Mike immediately
company for
Finds puddle on floor Lands in IVR No Resolution searches ”Best
parts – VERY
Refrigerator 2020”
EXPENSIVE
Out of town for 3 weeks
Calls support to Frustrated – company sends survey and

confirm parts Mike does not respond
Opportunity
Opportunity Opportunity
Opportunity
© 2020 Cisco and/or its affiliates. All rights reserved. 360

360 degree view
degree view of of customer
customer journey
journey
Three actionable steps to better experiences
Measure the customer’s journey Seamless app integrations break Become predictive and
experiences across all down data siloes providing a proactive. Make informed
touchpoints in your organization 360-degree view of the customer decisions to improve
experiences and create positive
business outcomes
Listen Analyze Predict

Listen: Along the journey
Measure the customer’s journey

experiences across all
touchpoints in your organization
Listen

Analyze: Find the moments that matter
Seamless app integrations break

down data siloes providing a
360-degree view of the customer
Analyze

Predict: To exceed their expectations
Become predictive and

proactive. Make informed
decisions to improve
experiences and create positive
business outcomes
Predict

Voice of Employees Voice of Customers Contact Center

Webex Experience Management - Highlights
• Follow customers across 17 different channels

Customer • Assess areas of improvement to drive loyalty
Journey
• Create and customize various “listening posts”

for sentiment and feedback
Feedback
• E.g. post-call IVR/email and web intercept
surveys to collect customer data
• Derive relationship between experience

drivers and KPIs
Analytics • Predictive analytics to understand KPI and
financial impact of strategic decisions
Key capabilities of Bridge data silos
Webex Experience
Bring together operational data from different silos
across the organization to form on single system of
record of customer experience
Management One view of the customer

Move from a transactional approach to one view of the
entire customer journey, identifying high and low
points for internal teams to improve
Macro and micro journeys

Compare different cohorts to understand differences in
experience across multiple journeys. Switch from macro to
micro journeys to investigate experience
Journey analytics
Gain actionable insights at each stage of the journey
with recommendations and predictive analysis of what
drives financial performance
Drill-down analysis
Drill down into specific areas by touchpoint, stage,
cohort or campaign to view root cause analysis, and
apply various statistical tools
Custom dashboards
Customized, role-based dashboards with our easy-to-
use point and click interface
Brings all your siloed data together
Plug-and-play integrations for the

most common business applications
Open platform with APIs allows

custom integrations with any
application
Sentiment analysis pulls all the

unstructured data across social media,
emails, chats, and more

Empowers contact center staff with real-time
visibility of customer sentiment/feedback
The business value

of combining
contact center with Enjoy a 360-degree view of the customer
journey before, during and after the contact
customer center interaction
experience
management
Create predictive and proactive customer
experiences that drive loyalty and improve
lifetime value

The secret to delighting
customers?
Put employees first.
Business leaders believe

the agent experience has a
74% major impact on customer
experience
Cisco Contact Center Survey

Creating sentiment savvy agents
Customer Experience Journey
Displays customer survey

responses while agent is
interacting with customer via
call, chat, or email
Agents see timeline of

customer’s previous journey
experiences and their NPS, CES,
CSAT scores
Empower supervisors to creating thriving teams
Customer Experience Analytics
Agents see how customers are

ranking them for friendliness,
knowledge, communications
skills, etc.
Supervisors see overall NPS and

CES trends and insights about
their teams and agents

Accelerate notifications and improve collaboration
Omni-channel customer
feedback
(Post Voice, Chat, and Email) Real-time notifications sent to Webex Teams help teams
collaborate and close the loop with customers faster
Scenario: Improving relationships with customers
Before After
Agent Customer Agent

Result
Doesn’t know why the Stranded at faraway airport
Result
Specialized agent proactively
Customer
customeris frustrated,
is calling in because her connecting Customer
reaches out toiscustomer
very to
inform them of cancelled flight
flight was cancelled
unhappy and decides to impressed with the agent’s
Doesn’t know that the Agent shows empathy to
no longer
customer do
had 3business
other This is the third flight knowledge
customer; knows and is
about
with airline. customer’s previous
cancelled
months
flights in last 6 cancelled in last 6 months forgiving of airline. Stays
cancellations, and is prepared
NPS score is low. Complained about this in
loyal
with to
newairline
flight andand
a discount
and upgrade
Has no visibility of customer multiple surveys recommends them to
survey responses Agent sees customer NPS and
friends and family.
CSAT scores and timeline of
NPS score
previous is high.
interactions with the
airline
Features used in this scenario

Precision routing Customer journey analytics across enterprise
Customer feedback and journey info integrated with Easy-to-create custom

Contact Center agent desktop dashboards
Text/sentiment analytics Predictive analytics Omni-channel surveys

How we compare to our competition
G2 Crowd
• Next Gen XM SaaS Cisco Qualtrics NICE Satmetrix Medallia
• Deep Journey Analytics

• More DIY in Customization
• Easier to Admin
• Cisco Contact Center
integration
• Webex Teams integration

Why Cisco?
Intelligent Emerging Single Open Platform Flexible

Customer Journeys Technologies Migration
• Seamless omni-channel • AI, ML, NLP to enhance • Open architecture and APIs • Cloud first, not cloud only
customer journeys customer and employee enable seamless app makes first steps to cloud
• Personalized, predictive, experiences integrations easy
and proactive customer • Data analytics used across • Integrated portfolio: • Flex Plan consumption
experiences entire customer journey contact center, CEM, model; move to cloud at
calling, collaboration, your own pace
meetings, devices,
networking

Cisco Contact Center Leadership
3.6m 1.5K 36k

Contact Center Global Partners Contact Center
Agents Customers
Leader Contact Award

Aragon’s Globe for Center Contact Center Technology
Award
Intelligent Contact Center Market Share #1 NA
Acquisition Contact 95% Acquisition

Building our AI Practise Center Of Fortune 500
Building our CX Practise
Market Share #2 Businesses use Webex
Globally
For external use
Leading businesses trust Cisco Contact Center
County of
Ingram Micro Flagstar Bank Tennessee Expedia IRS Los Angeles, T-Mobile Sprint Staples Progressive
California
Department
Kaiser Molina
GEICO of Veterans USAA CDPH SPS, Inc. LinkedIn Verizon Coca-Cola
Permanente Healthcare
Affairs, USA
Green Texas
State Farm Healthplan Blue Cross
Yahoo! Huntington Mountain Ceridian Workforce CC, Inc. Orbitz
Insurance Services of Idaho
Coffee Commission
BlueCross DIRECTV
New York American
Inovalon BlueShield Authorized iQor TeleTech Aon Edge HealthMarkets
University Red Cross
Association Dealer
Masergy Office Depot World

MISS One Veracity
Communi- and Patagonia OceanX Roland Tellabs Marketing
DIG 811 Technologies Networks
cations Office Max Group

Customer experience reinvented
Challenges
• Mystery shopping is cumbersome and time consuming
• Finding scalable processes for obtaining customer feedback
• Not able to understand what drives customer satisfaction, transactions,
and purchases
Solution
• Webex Experience Management
“The platform allows us to fine tune our training programs and
operations, based on the qualitative feedback left by the
Results customers. ”
• Cost effective solution to engage with customers across the entire
customer journey with predictive analytics Jerome Rouch-Sirech
• Ability to fine tune internal training program and operations Head of Retail, PUMA
• Real-time alerts and escalations by integrating with systems of
record and other systems
Transforming
member experiences
Challenges
• Lacked a holistic company-wide CX program
• Limited customer data collected by different platforms, made it difficult to
find trends and implement change across organization
• Not all listening mechanisms were digitized, slowing feedback flow
Solution “While we have made a great start, we understand that improving

• Webex Experience Management member experiences is a never-ending process! With Cisco as a partner,
we will continue this transformative journey to becoming the most
member-centric Credit Union in the country!”
Results
Renee Lucas
• Total increase in NPS across all touchpoints improved by 87% Senior Vice President of Member Experience & Lending
• 6.6% growth in Average Member Relationship
• Increase in number of accounts per household
Taking CX to new heights
Challenges
• Unable to expand its CX survey capabilities over text (SMS)
• Inability to measure the experience over a variety of channels
and be able to close the loop
• Needed to increase its Net Promoter Score (NPS)
Solution
• Webex Experience Management “The instant notifications when there’s a detractor helps us get in front of
the issue and helps us get back to the customer really quickly.”
Results
Chris Dyson
• Increased NPS by 10 points in just 6 months Business Development Manager
• Increases survey responses with SMS survey capabilities
• Boosted Google reviews by closing the loop with both promoters
and detractors
Add your next steps
Our next steps
Add your call to action

Common Use Cases
1. Linking the Journey

2. Listen-Find-Fix: Solving for Human Needs
3. Closing the Loop: From reactive to proactive
4. Insights to Action: Beyond Find and Fix https://vimeo.com/389154614/631e101b3c
5. Mapping and Managing the Employee (or agent) Experience

6. Future Think: Where to Focus
7. Connecting the Dots to Financial Value and Impact
8. Benchmarking
9. Customer Intelligence: Power Through Data and Insights
10.Outcome Realization: capturing and measuring before and after for trust
Spare slides
Let’s take at look at the customer journey

WEBSITE
MOBILE APP
WORD-OF-MOUTH
TV / OUTDOOR
PR

Today the contact center has a limited view

WEBSITE
MOBILE APP
WORD-OF-MOUTH
TV / OUTDOOR
PR
Not Aware
© 2020 Cisco and/or its affiliates. All rights reserved. Contact Center Not Aware
They need a 360 degree full company view
Purchases new
Connects with agent –
refrigerator
Shuts off water asks for information
Signs up for company
Agent does not Loyalty program to
Ice maker is issue Goes to company support page
Frustrated know Mike’s get 5% off and 1 yr
history extended warranty
Determines freezer
Uses Social Media
issue
On Hold for 10
Finds refrigerator minutes Agent cannot Finds competing
Finds potential parts confirm parts fit
problem company
CALLS NO
PROBLEM SELF SERVES DEFECTION
SUPPORT RESOLUTION
Damage to floor
Goes to
Mike immediately
Samsung for
Finds puddle on floor Lands in IVR No Resolution searches ”Best
parts – VERY
Refrigerator 2020”
EXPENSIVE
Out of town for 3 weeks
Calls support to Frustrated – company sends survey and

confirm parts Mike does not respond
Opportunity Opportunity
© 2020 Cisco and/or its affiliates. All rights reserved. 360 degree view of customer journey
Evolution of customer experience
Contact Center + Customer Experience Management
Reactive* Suggestive
Voice
Customer Sentiment Future channels

Email
Sentiment
Chat Data
Analytics Data
Social
media
Future
channels Contextual Predictive
*This
© 2020isCisco
what and/or
contactitscenters mainly
affiliates. do today
All rights reserved.
Look
All businesses have certain NPS
Customers expect what we

Experience outcomes that they want to Churn
market to them
Feel achieve. Revenue
Taste Share of Wallet

How do you get to your desired business outcomes?
Increase NPS Improve Revenue Per Prevent churn More Increase

Customer Referrals Repurchase Rate

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Read Me/Instructions

• This presentation provides an overview of Webex Experience Management

© 2020 Cisco and/or its affiliates. All rights reserved.

Trends in customer experience

Cisco Webex Experience Management

© 2020 Cisco and/or its affiliates. All rights reserved.

© 2020 Cisco and/or its affiliates. All rights reserved.

Disparity between how brands A company’s competitive edge lies

Bain & Company

© 2020 Cisco and/or its affiliates. All rights reserved.

59% Will abandon a brand they love after several bad

46% Will abandon a brand if employees are not

75% 79% 79%

Accenture Cisco Survey McKinsey

© 2020 Cisco and/or its affiliates. All rights reserved.

Of business buyers expect Of all data analytics projects

© 2020 Cisco and/or its affiliates. All rights reserved.

Source: eMarketer, June 2020

© 2020 Cisco and/or its affiliates. All rights reserved.

© 2020 Cisco and/or its affiliates. All rights reserved.

Increase NPS Improve Prevent churn Increase

© 2020 Cisco and/or its affiliates. All rights reserved.

Service Quality Staff efficiency NPS

Staff Efficiency Service Quality ARPU

Billing Efficiency App Experience Repeat Repurchase

App Experience Timeliness Churn

© 2020 Cisco and/or its affiliates. All rights reserved.

Competitive pressures and brand Poor customer satisfaction and

Fragmented processes and customer

Inability to identify “at risk”

© 2020 Cisco and/or its affiliates. All rights reserved.

EMAIL WEB SELF-SERVICE OFFERS

PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL

SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

CALL CENTER OFFERS IN INVOICE

© 2020 Cisco and/or its affiliates. All rights reserved.

EMAIL WEB SELF-SERVICE OFFERS

PAID CONTENT WEBSITES / LANDING PAGES COMMUNITY EMAIL

SEARCH SOCIAL MEDIA CHAT LOYALTY PROGRAM

AWARENESS CONSIDERATION PURCHASE SERVICE EXPANSION

CALL CENTER OFFERS IN INVOICE

Calls support to Frustrated – company sends survey and

© 2020 Cisco and/or its affiliates. All rights reserved. 360

Listen Analyze Predict

© 2020 Cisco and/or its affiliates. All rights reserved.

Measure the customer’s journey

© 2020 Cisco and/or its affiliates. All rights reserved.

Seamless app integrations break

© 2020 Cisco and/or its affiliates. All rights reserved.

Become predictive and

© 2020 Cisco and/or its affiliates. All rights reserved.

Voice of Employees Voice of Customers Contact Center

© 2020 Cisco and/or its affiliates. All rights reserved.

• Follow customers across 17 different channels

• Create and customize various “listening posts”

• Derive relationship between experience

Management One view of the customer

Macro and micro journeys

Plug-and-play integrations for the

Open platform with APIs allows

Sentiment analysis pulls all the

© 2020 Cisco and/or its affiliates. All rights reserved.