Connected Analytics for Contact CenterConnected Analytics for Retail Packaged analytics for...
Transcript of Connected Analytics for Contact CenterConnected Analytics for Retail Packaged analytics for...
Gaining Insight on Shopper Behavior in the Showroom with Analytics
Connected Analytics for Retail
Scott Bergquist
Sr. Director of Business Development, Cisco Connected Analytics
March 6, 2015
Data & Analytics Unlock the Value in the Internet of Everything
Data
Monetization
Customer
Engagement
Optimized Operations
Organizational
Effectiveness
Threat
Minimization
Source: Cisco Consulting Services primary research, 2013
of the $19T IoE Opportunity over the Next 10 Years will be Realized Through Data & Analytics$7.3T
A New Approach is Needed to Reach and Analyze Data
Structured Data Unstructured Data Data Streaming at the Edge
Traditional Data
Warehouse
Big Data Store
Analytics 1.0 Analytics 2.0
Hours/Minutes/SecondsDays/Hours
Analytics 3.0
Seconds/Milliseconds
We are Investing in Three Ways to Turn Data from Connected Infrastructure into Extraordinary Outcomes
Real-time Connected
Solutions 3
Analytics Packages
for Optimized
Infrastructure
2
Agile & Pervasive
Data Access1
Network
Collaboration
Contact Center
Video
Sensor-based
Real-time
Location /
MobilityEnergy
Management
Threat
Analytics from Core
Cisco Competencies
Connected Analytics for Retail
Packaged analytics for retailers to improve the customer shopping experience and optimize
store operations
Match customers
with timely,
relevant offers
Improve store layout,
displays, product
placement for better
customer
engagement
Understand
customer shopping
behavior &
demographics
Improve staffing
and employee
productivity
Understand in-store
shopper behavior &
purchase patterns to
improve shopper
experience, sales
conversion
Customer Behavioral Insights in Auto Dealerships
“39% of affluent consumers access the internet via their mobile devices at least once an hour, 18% of affluent
customers are more likely than the general population to share their location to get relevant services”
Source: BBCs World News Study March 2014
How long do visitors stay in the
Dealership?
What sites do my customers
browse while in the Dealership?
What percentage are unique vs
repeat visitors?
What % customers have iOS
devices vs Android? What does
this tell me about my
demographic?
How can we convert more
shoppers into buyers?
Can we provide better targeted
content to our customers?
Wi-Fi Analytics: Traffic & Engagement In-Dealership
Wi-Fi
Engagement
Wi-Fi
Loyalty
Wi-Fi Engagement &
Loyalty TimelineTraffic versus visitors
Engaged shoppers
New versus repeat
customers
Video Analytics: Deeper Customer Insights
Average age
for Car 1-31
year old
shopper
Average age
for Car 2 is 34
year old
shopper
Car 1 Car 2
Demographics of
followers
Social Media Insights: Integrated with Facebook Demographics
Demographic profile of
check-ins
Customer
Mobile
Activity
Wi-Fi
Mobile
Tracking
FOGSecure Big Data
Infrastructure,
Analysis & Action
Big Data
Repository
Fast Data
Processing
Action
Enablement
Customer Experience
Video
Demographic
Capture
Showroom Analytics Reveal Customer Shopping PatternsCustomer Use Case
Traffic, Dwell Time
Engagement
Data
Social Media
Demographics,
Activity & Reach
Display
Profiles
www.cisco.com/go/ca-retail.com
Questions