Cisco Customer

Success
Mukundhan Manimandiran,

Customer Success,

India & SAARC

 “We created, for the first time, a
Customer Experience organization. They
are going to care about you – and your
experience with our technology – from
the moment you buy it until you retire it;
helping you to adopt and understand
value all the way through your technical
support requirements, as well as any
Professional Services delivered through
our Partners. This team is going to
exist simply to ensure you are having
the best possible experience with our
technology.”
- Chuck Robbins,
Cisco Live! Orlando Keynote
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
 Reimagining our Customers’ Experience
Throughout the technology journey

Choosing Loving

Using

Getting to business outcomes faster

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Getting you to your business outcomes faster
Purchase Advocate
Align
Recommend

Renew
Select
Optimize
Accelerate
Adopt
Evaluate
Engage

Use
Onboard
Need Implement

Speed to Enable Scale through

value transformation partners

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Customer Obsessed Together With You

We deliver the best experience

in the industry to make our
customers successful.

We will achieve this by leveraging:

Portfolio Technology Data and Enablement

and Tools Analytics

and Our Collective Trusted Expertise

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What is Adoption

Align with customers

Adoption begins from Customer business outcomes
Purchase of a new solution

• What outcome customer wants to

achieve
• Why is customer invested in that Assess progress through
solution the lifecycle
• Which challenges customer wants to
address
Cisco Customer Success Roles
Ensuring coverage at every interaction across the customer lifecycle

Customer Success Success Programs Customer Success Renewals

Executive Manager Specialist Manager
Team Leader for all CX Drives Scale Programs Lifecycle Expert for Partners with Sales on
Resources in Theater Products & Architecture Renewal Opportunities

• Accelerates Customers • Builds Lifecycle First Local • Possesses Deep Product • Manages Recurring
through Lifecycle with 1:1 Partner Communities & Knowledge Revenue Risk Assessment
Engagements Practices
• Accelerates Usage & • Owns Deal Strategy for
• Understands Customer • Manages & Delivers Local Adoption Renewals
Goals Success Events
• Delivers Accelerators & ATX • Drives Renewal Execution
• Realizes Business Value • Drives Lifecycle Sessions Across Products & Services
across all Cisco Products Acceleration for All Scale
Customers

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

Ask the Experts

1:many interactive session with Cisco experts

● Learn about features, capabilities and best practices to
accelerate time to value
● Opportunity to hear directly from Cisco and other users

Accelerators

1:1 engagements with customer at every

lifecycle stage
● Enable onboarding, adoption and usage of complex
solutions through custom interactions
● Accelerate time to value and maximize ROI by helping
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential you get unstuck at various stages of lifecycle
 New Customer Experience Portal
NDA

Use-Case Driven
Predictive
Intelligence

People + Digital

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cisco Success Track NDA

Ask the Experts and Accelerators

Purchase Advocate Accelerators
Align
Recommend • Cisco DNA Assurance Usage Review
• Cisco DNA Automation Usage Review
Renew
Select Optimize
Ask the Experts
Cisco DNA Center Platform Features and Capabilities
Adopt •

Accelerate Accelerators
Evaluate • Cisco DNA Center Adoption Planning
Engage

Use Ask the Experts

Cisco DNA Center Feature Overview
Onboard •

Cisco DNA Assurance Overview

Need Implement
•

• Cisco DNA Center Troubleshooting

Accelerators
• Cisco DNA Automation Use Case
Ask the Experts Accelerators Ask the Experts Planning
• Cisco DNA Center Getting • Cisco DNA Center Project Planning • Cisco ISE Implementation Overview for SDA • Cisco DNA Assurance Use Case
Started • Cisco DNA Center Use Cases • Cisco ISE SDA Segmentation Overview Planning
• Cisco DNA Center Project Plan Review and Demo Accelerators • Cisco DNA Center Operations Planning
Best Practices • APIC-EM Infrastructure Transition • Cisco DNA Network Device Onboarding Deployment
• APIC-EM Infrastructure Transition Planning • Cisco DNA Campus Software Image Management Deployment
Best Practices • SD-Access Infrastructure Readiness • Cisco DNA Center Device Provisioning Deployment
Understanding Core Principles of SD-Access Transition Planning
Cisco DNA Center Base Automation and Assurance Deployment
• •
•
Cisco Software-Defined Access • SD-Access Use Cases and Demo • Cisco DNA Center Assurance Sensors and Intelligent Capture
• Cisco DNA Center Wireless • Cisco ISE Policy Enforcement within Deployment
Assurance an SDA Border
• Cisco DNA Center Software Strategy
• Cisco DNA Center Implementation Readiness
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential • Cisco SD-Access Deployment Best Practices
• Cisco ISE Implementation Readiness for SDA
• Cisco ISE SDA Segmentation Strategy
ATX Registration and Accelerator Homepage

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Register Now – ATX Free Promotional
Sessions: Ending 30th Apr 2020!
 Foresee the unpredictable.
Automate the unmanageable.
Answer the unsolvable

CX Portfolio
Limitless opportunities in the
future

Jaideep Gupta
Manager- CX Business Development India and SAARC
16th Jan 2020
 81% 93% 61%

What challenges IT leaders feel under IT leaders are facing CIOs struggle with
pressure to deliver1 a skills gap2 complexity3
and choices are
our customers
5X 28.5b
facing?
50%

Demand for apps is of data processed by number of networked

growing 5X faster than edge computing by devices by 20206
IT’s capacity to deliver4 20205

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
1IDG; 2Cisco - Connected Futures; 3KPMG; 4Gartner; 5Dimension Data; 6Cisco
Where is the money being spent?
The majority of technology budgets
are spent on running the business

10%
Transform
20%
Grow the
70%
the Business Business Run the
Business

SOURCE: GARTNER IT Budget Comparison 2017

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Technology Progression - Example IBN

Digital era

Intent-Based

Full automation end-

Aligned with business to-end across all
Controller-based intent in each domain domains
policy automation
End-to-end per domain
management
operated manually
Manually
operated silos

Organizations that are 28% Are here today

service-driven or intent-based
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
78% Plan to be here in 2 years
Operations Readiness Model:
From Reactive to Business-Optimized

Digital era

Business-optimized
Dynamic end-to-end
Predictively remediate policy changes based on
potential service business intent
Proactively monitor network impacting issues
health, performance, Ongoing lifecycle controller
Continuous controller and and infrastructure changes
and capacity
Respond to network alerts infrastructure compliance based on business intent
Proactive management
Respond to pre-defined of controller and devices Well-defined lifecycle
infrastructure lifecycle change triggers and
React to user-initiated markers and security alerts processes
service disruptions
Reactive to business
alerts and conditions

of teams spend more than of teams currently consider their

73% half their time just maintaining 23% operations to be predictive or
the status quo of the network
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
business-optimized
A Business-Optimized Network Must Embrace
These Operations Trends

AI Ops IT/OT NetOps/

Convergence SecOps
Integration

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Talent
Talent Evolution:
Will Networking Teams Be Predictions
Recognizable in Two Years?
“By 2025, 75% of
of IT leaders identified the networking teams will
lack of necessary skills as spend less than a third of
27% a main obstacle to
transitioning to an
their time maintaining the
advanced network network status quo and
two-thirds delivering
innovation and creating
of IT leaders
prioritize reskilling value for the business.”
22% and upskilling to
address the skills
— Joe Clarke, distinguished engineer, Cisco

gap

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Source: 2019 Global Networking Trends Survey; n=2061

Cisco and Partners – Extraordinary Together

Cisco Partner
Capabilities Capabilities

Market
leadership
60K+ Partner
ecosystem

Fortune 100
companies
15K+ Cisco
Certifications
J.D. Power
Patents held Certified 21K+ Cisco
Specializations
Technology
Of technology Service and 200+ Lifecycle Advisor
innovations Support Partners
Excellence
Certified 10K+ CCIE Experts
professionals

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 To Summarize

Transformation Strategy

Plan to Manage Complexity

Skill Transformation

Next Generation
Operations

ROI Measurement
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 CX Portfolio Evolution
Scale through Partners

Collaborative
Intelligence Digital experiences connecting you to

Trusted
engagement that Support Perform & Transform Operate
fits your needs

Across every
architecture

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Security

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 VIDEO FILE
Cisco Incident Response
Retainer
2018 Cost of a Security Breach

$3.86 M Average total cost

of a data breach
Per breach

28% Chance of recurrence

in the next two years
Recurrence

197 days Average mean time

Failure to identify
to identify a breach

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Ponemon Institute, 2018 Cost of a Data Breach Study: Global Overview
Cisco Incident Response Services
Because cybersecurity is not just about technology

Retainer

Offer may include: Access to included tools:

• Emergency Response • AMP for Endpoints
Annual Dedicated,
• Proactive Threat Hunting • Umbrella
Subscription Seasoned
• IR Readiness Assessments • Cisco Threat Response
Consultants
• Table Top Exercises • Stealthwatch
• Threat Grid

Proactive Emergency

Emergency
Proactive
IR Readiness Table Top IR Plans & Incident
Threat
Assessment Exercises Playbooks Response
Hunting

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Cyber Range Lab
( Polishing the security skills)

Road Show

Exhibition Centre
Internet

Partners
Campuses
Customer Sites

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

#CLUS © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 29
 BCS

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Introducing Business Critical Services
Perform and transform with expertise powered by analytics and insights

Expertise Insights Analytics

Role-Based Subscription Packages

Architecture Engineering NetOps SecOps DevOps

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential General Availability in U.S.A. January 2020, and other countries in February 2020
 Lifecycle Essentials
Network telemetry monitoring

Perform and
Analysis and insights
Knowledge transfer sessions
Change support

Transform - Lifecycle Advantage

BCS 3.0 Coaching sessions
Process definition
Expert support to optimize, Design support
migrate and automate Incident response

Lifecycle Add-Ons
Coaching sessions
Process definition
Architecture Engineering NetOps SecOps DevOps
Design support
Incident response

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Business Critical Services
Let us help you achieve successful outcomes

Cisco
1,700+
Capabilities 30+ years 3/4 10k
BCS Customers of technology Fortune 100 Cisco CCCIEs
innovations companies

60K+ #1 ~700 3M
Partner Market leadership Engineer patents Certified
ecosystem professionals

“Cisco Business Critical Services has been essential in our transformation to the Cisco Next-generation Agile
Data Center. We were looking for more speed and agility to serve our 10 million customers. Cisco experts
advised us through this transition, and with their new analytics and automation we’re better positioned to
quickly adopt new technologies, and improve our customers’ experience.”
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Tom Kelly, Director of Networks, Oncor
 66% 262%
Speed to value faster time-to market ROI over 5 years

Driving
50% 74%
business Enable more successful
transformations
Less downtime
transformation
impact
60K+ 21K
Scale through partner Cisco
partners ecosystem specializations

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Bank of the
Hospital future
Exchange
/Health executing a
shared vision

Enabling New z
Mission-critical
Patient-centric
Discussions architecture for
health data BANK
high-touch care
with non-stop
innovation
communications

Better patient care Truly seamless Increased uptime

through digital collaborative working and operational
transformation that relationship, from efficiency
increased reliability engineering
by 100 percent to the boardroom
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Cisco Customer
Experience
Transformation
Accelerating your success

Sameer Mishra
Director, Customer Experience
India & SAARC

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 For over 30 years,
we’ve focused on
helping to change the
way the world works,
lives, plays, and learns.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
“By 2020, customer experience will
overtake price and product as the key
brand differentiator.”

Walker Information

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 “
At Cisco, everything starts with
our customers, and our
Customer Experience
organization exists to ensure
they are consistently having the
best possible experience with
our technology.
Chuck Robbins

© 2019
2019 Cisco
Ciscoand/or
and/oritsitsaffiliates.
affiliates.
All All rights
rights reserved.
reserved. CiscoCisco Confidential
Confidential
Customers Rely on Cisco for Innovation
1986 1989 1992 1994 1998 1999
1st multi-protocol Border Gateway Groundbreaking 1st major supplier 1st small office/home/ IP Telephony Patent
router, the Advanced Protocol (BGP) for Interior Gateway of multiprotocol telecommuting
Gateway Server Service Providers Routing Protocol products awarded ISO cable modem
patent 9001 certification

2004 2005 2006 2008 2009 2011

Cisco Carrier Routing 1st Multiservice Telepresence Collaboration Portfolio UCS ASR 9000 Series
System (CRS-1) Firewall (ASA) (1st Terabit-router)

2013 2014 2014 2016 2017 2018

Network Application-Centric Advanced Malware Tetration Analytics Cisco Spark Board Customer Experience
Convergence System Infrastructure Protection (AMP)
(Planet’s Fastest Router) Everywhere Network. Intuitive.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Complexity Knowledge gap
The World
has Changed

Need for speed Security threats

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Hardware |Software |SaaS
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
Improving customer experience drives growth

Cost Revenue 5X
Revenue
Growth for
CX Leaders

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Source: Forrester, “Improving CX Through Business Discipline Drives Growth,” June 19, 2017.
4
5

Who We Spoke To
Where are the key CX decision makers
Which industries we prioritized
based in the region?

Energy/utilities

China Japan
Professional Financial
Korea services services
India
Thailand
Malaysia
Vietnam
Singapore Tele-
Healthcare
communications
Indonesia
Australia

Manufacturing Technology

New Zealand

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
4
6

CX Culture Is Important

Technology is seen as a key

enabler for enabling this culture
53%

Nonetheless bringing
a holistic view to CX culture
of key decision makers
enablement is lacking in
considered creating a CX
organisations in the region
culture as a critical priority

Base: 502 business and technology decision makers across 10 countries/regions

Source: A commissioned study conducted by Forrester Consulting on behalf of Cisco, January 2019

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
4
7

Technology is a Key Enabler of CX Initiatives

81% 61%

of CX decision makers indicated believe vendors that show a good

that their tech vendor’s ability ability to improve their CX will
to improve CX is a key influencer have a high impact on their loyalty
of their long-term relationship towards that vendor
with them
Base: 502 business and technology decision makers across 10 countries/regions
Source: A commissioned study conducted by Forrester Consulting on behalf of Cisco, January 2019

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
If Tech Vendors Fail, Customers Look Elsewhere
Q14: What action would your organisation likely take if your technology
vendor failed to provide the following benefits?

Ability to improve our CX Ease of doing business

57%
52%

23% 23% 23%

15%

5%
2%

No action, will Look to partner with Reduce business Drop vendor from No action, will Look to partner with Reduce business Drop vendor from
continue to partner another vendor with vendor our business list continue to partner another vendor with vendor our business list
with the vendor selling similar with the vendor selling similar
products/services products/services

Base: 502 business and technology decision makers across 10 countries/regions

Source: A commissioned study conducted by Forrester Consulting on behalf of Cisco, January 2019

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 11
 What is CX?
A Philosophy? | A Portfolio? | A Team?

All of the Above

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Reimagining our Customers’ Experience
Throughout the technology journey

Choosing Loving

Using

Getting to business outcomes faster

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
3 Key Takeaways

Customer Cultural Experience

Obsessed Shift Matters

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public
Next steps :

• Build on the CX lifecycle approach.

• Focus and track on Business outcomes

• Drive security everywhere

• Leverage AI/ML/Automation where applicable.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential