Partner Experience (PX)

Cloud
Partner presentation deck

February 2024
 01 CX Evolution

02 Success Tracks

03 Partner Experience (PX) Cloud

Agenda 04 Capabilities across service and support offers

05 PX Cloud APIs

06 LCA migration to PX Cloud

07 Next steps and resources

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CX Evolution

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What we heard from you
Your input is shaping everything that we are doing

Partners need to differentiate

and find new ways to monetize on
customer experience Partners need to operate in a
coordinated way with customers and
integrate Cisco’s new tools with their
internal systems

Help partners organize

and educate their customer
success teams

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Market Opportunity

Today’s barriers require a Customer Cisco Human + Moving from reactive to

business outcomes Digital Intelligence predictive
different approach
Data-driven decisions and the Relevance Moving from reactive
Alignment & to predictive is key to
flexibility to scale are critical Compliance Agility Expertise the future of services

differentiators in today’s business

Employee satisfaction

Security Reduce risk + = and support.

climate. As a result, your customers Differentiation Profitability Outcome focused This future involves
analytics, insights,
must move beyond a classic break- Reduced downtime
Growth
APIs, as well as
Confidence Cisco Partners.
fix approach and embrace stable, Predictability
Optimize & Scale
insight-based solutions that enable
success.
SmartNet Total Care Success Tracks
Partner Support Service Partner Lifecycle Services

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Success Tracks

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Success Tracks
Built from existing Customer Experience
(CX) service capabilities, plus value-
Cisco Success Tracks are a package of service packed added features
offerings to help you remove the adoption
barriers and realize the full value of Cisco
technology investments faster to accelerate Levels of experience each with a suite of
success. services capabilities

By encompassing support, expert advisory,

Use case guided journey along a proven
learning, and data insights- when your
adoption path with highly meaningful
customers need it, Success Tracks drive content
proactive and predictable lifecycle progress.

Connecting customers to a personalized

guided experience via the first-ever CX
Cloud

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Accelerate Success
Success Tracks and CX Cloud

Lifecycle guided journey

Expert Resources Trusted Support Insights and Analytics Contextual Learning

Quickly adopt technologies Resolve complex issues with Minimize risk and simplify Empower teams with
with expert guidance solution support operations with AI/ML knowledge and expertise

Customer Experience (CX) Cloud | Partner Experience (PX) Cloud

Unified digital experience

Networking | Data Center | Security | Collaboration | Cloud | IoT

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Customer Benefits
Success Tracks helps your customers move quickly to adopt new technologies, simplify IT
operations and realize business value faster. This can dramatically accelerate business
outcomes while bringing the insights, skills and experience your customer needs.

• Remove barriers to innovation: Accelerate customer path to

value for higher ROI
• Minimize complexity and risk: Provide expertise at exactly the
right time
• Customize insights: Empower teams to react and adapt quickly
• Transform work: Provide a simple, unified digital experience

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Success Track for Campus Network
Level 1 Level 2 Level 3
Includes Level 1 Includes Level 2

Guided, self-service best practices Proactive, coaching engagements Predictive, high-touch guidance
Future

Ask the Experts

Expert Expert Engagements
Success Tracks communities Accelerators*
Resources Insights and Analytics Review
Cisco community Specialized Expertise (add-on)**
Expert Request Review
Success Tips

Solution Support Solution Support Solution Support

Trusted
30-minute critical response 30-minute critical response 15-minute critical response
Support
Hardware RMA Hardware RMA Hardware RMA

Automated fault management

Adoption view Case management KPIs
Assets and license view Crash asset analysis
Insights and Configuration Best Practices
Case management Crash risk predictions
Place in Network
Analytics Security advisories, field notices, and Optimal software versions Policy Variation Analysis
priority bugs Regulatory compliance checks
Rapid problem resolution Risk mitigation assessment
Syslog analysis

Contextual Remote practice labs Tailored instructor-led training

e-Learning
Learning Certification preparation

CX Cloud
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Advanced Services | Training | Certification
*Feature consumption dependent on purchase amount
**Specialized Expertise can be purchased as an add-on separately ($100K Level 2 minimum spend)
Partner Experience (PX) Cloud

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Partner Experience (PX) Cloud
Key benefits and outcomes

Opportunities to Digitally connect One stop shop for Visibility into your Enriched data exchange
extend your service Partners, Cisco and Success customer’s insights using APIs to scale your
offerings customers with insights Tracks Offer and analytics business
and workflows

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12
PX Cloud and PX Cloud Enhanced Access

Publish Partner Ask the

Experts & Accelerators
Integrate via APIs
Engage on • Build on your core
Customer Journey competencies
• Derive asset, lifecycle
View Customer Lifecycle
and deep technology • Drive digital and expert
• Provide expert guidance to
insights engagement
drive adoption
• Use cases in progress
• Enrich your expert • Leverage as a lead-in
• Digitally interact in
• Position on racetrack services into projects
lifecycle triggers
• Automated alerts on • Drive efficiency in your
pitstop stalls managed business

PX Cloud PX Cloud Enhanced Access

PX Cloud Enhanced Access
Any partner reselling Success Tracks CX Specialized or Advanced partners only
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13
 Note that partners who
CX Cloud and PX Cloud resell a Success Track will
be automatically
onboarded to PX Cloud.
Leverage insights to your advantage
CX Cloud provides customers with a real-time view of their entire portfolio including assets, contracts, licenses, cases, advisories, and learning
resources. PX Cloud provides you with single-pane-of-glass visibility into the customers’ CX Cloud experience.

CX Cloud PX Cloud

For Customers For Partners

Bi-directional, real time

information exchange

Publish partner-defined
and delivered Ask the
Experts (ATX) and
Accelerators (ACC) via PX
Cloud
• Customer access for Success Tracks • Partner-only access • Partners can create their own
• Partner-branded ATX and Accelerators • Partner access to offers such as Ask the Experts
CX Cloud view and Accelerators

To have PX Cloud Enhanced Access, which enables you to create and publish your offers and use APIs, you must have either a Customer
Experience Specialization or Advanced Customer Experience Specialization and resold Success Tracks.

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
How it works
Comprehensive digital platforming to manage the customer lifecycle
Customer Lifecycle and Partner View and Insights
Digital Expertise into Customer Journey

CX Cloud PX Cloud

Customer IT Admin or
PX Cloud
APIs
or
Team
Partner “Customer
Partner’s Cloud MSP Portal Success” Team

PXP
(Partner Experience
Platform)
Partner and Cisco Business
Insights

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 CX Cloud
Transform customer data into customer insights
Cisco DNA
Center
Connected CX Cloud
Telemetry

Customer
Lifecycle
Success

Cisco DNA Center CX Cloud Agent (VM)

Cisco DNA Network Device Software Cisco CX Cloud

CX Cloud Cisco DNA Center CX Agent (Collector) Inventory CX Cloud customer

Setup account setup install and setup download and install sync-up Insights
ready for use

Customer data provides specific data from CX Cloud Views, subject to customer approval. For more details, please refer to our FAQs document.

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Partner’s access to CX Cloud via PX Cloud
Day 0
PX Cloud (PXC)

Partner Admin* gets

onboarded to
PX Cloud 1 2
(automated)
Customer SUA* approves
Partner Company Level
access via CXC Admin
settings. All existing Admin Existing non-admin users in CXC view is
Partner-Customer users in PXC are then PXC and future users will have activated in PXC
relationship is established approved. to be approved individually by for all approved
between the two platforms the Customer SUA users
Partner books 1st
(Partner Admin can also
customer on Success
request access via PXC
Tracks contract
Admin Settings and write a
CX Cloud (CXC) note to the customer)

Customer Admin
gets onboarded to
CX Cloud Partner’s access to CX Cloud views is restricted
(automated) to certain roles. Please check your PX Cloud
profile for role-to-feature mapping.

At Day-0, Partner Admin information is derived from Partner Self *SUA = CX Cloud Super User Admin
Service for Partner onboarding to PXC.

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 PX Cloud
Transform business data into business insights

CX Cloud

One Stop Shop

• Connect with Cisco &
Customer
• Business opportunities
• Customer Lifecycle
• Partner Offers
• API Access
CX Cloud Agent (VM)

Cisco CX Cloud Cisco PX Cloud

Partner-Customer relationship is established
between the two platforms

Partner books Partner Admin* gets Customer CXC view is

PX Cloud Business
Setup customer Success onboarded to SUA** approves activated in PXC
Insights
Track contract PX Cloud Partner Company Level for all approved
ready for use
access users

Business data provides partner-related information and does not require customer approval. For more details, please refer to our FAQs document.

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
PX Cloud capabilities per Success Tracks level
Partner Business Insights Customer Insights and Analytics
Basic
Support /
L0*

Customers Assets & Coverage

LifeCycle
Contracts Adoption View
Success Hardware Software
Tracks Contract Details
Resell ST L2
L1
Security Advisories includes
Partner Offers - ATX ST L1
Field Notices Priority Bugs

Success Optimal Software Version Regulatory Compliance Checks

Tracks Partner Offers - ACC
Resell L2 Automated Faults Management Risk Mitigation Checks

* Basic support / L0: Meraki, Collaboration, SNTC, Solution Support.

ST Resell L1 and L2 capabilities are available only for CX Specialized or Advanced partners.
For information about PX Cloud insights and API use cases, refer to this document.

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 PX Cloud roles and features mapping
 = No Access, RW = Read & Write Access, R = Read Access, LR = Limited Read Access
Partner Roles Cisco Roles

Partner
Customer Customer Customer Partner Partner
Renewals Business Proxy
Features Administrator Executive Success Success Success Account Operations
Manager Development (TAC)
Practice Lead Manager* Specialist Manager Manager
Specialist

Administrator settings RW      R (users & R (users & R (users & R

customers only) customers only) customers only)

APIs RW         R
Collaborate RW RW RW RW RW RW RW RW RW R
Customer Accounts R R R R R  LR LR LR R
Customer Success R R R R R R    

Contracts and Subscriptions R R R R  R R R R R

Learning R R R R R R R R R R
Notifications R R R R R R R R R R
Partner Offers RW RW RW R*   R R R R
Personal profile RW RW RW RW RW RW RW RW RW R
Portal feedback RW RW RW RW RW RW RW RW RW R
Portal support RW RW RW RW RW RW RW RW RW R
Today dashboard R R R    R R R R
User Management RW      R R R R

* Customer Success Managers (CSMs) cannot create or publish offers, however, they can assign offers to the customers that have been mapped to them.

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Capabilities across service and support
offers

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Partner capabilities across service and support offers
Cisco branded and delivered Partner branded and delivered
Partner capabilities/responsibilities Software Partner PLS-Success
Smart Net Cisco Solution Cisco Success
Support Support Service PLS-Support Tracks
Total Care Support Tracks
(basic) (PSS) *future release

Access to APIs Services APIs Services APIs PX Cloud APIs PSS APIs PSS APIs PX Cloud APIs
(CX Spec/Adv only)

Synchronize ticketing systems for enhanced support through

Optional Optional Optional Optional Optional Mandatory Mandatory
Smart Bonding

Access to Cisco platform/tool PX Cloud PSS Portal PSS Portal PX Cloud

Deliver multi-vendor coordination and Cisco multi-product

✓ ✓ ✓ ✓
support

Prioritized case handling over HW/SW support ✓ ✓ ✓ ✓

Level 3 escalation support from Cisco TAC to partners ✓ ✓ ✓

Publish their own Ask-the-Experts and Accelerators to CX

CX Spec/Adv only ✓
Cloud via PX Cloud
Access to Success Tracks insights and analytics and tailored
✓ ✓
learning resources

Access to TAC automation tools (future) ✓ ✓

Option to use your own third-party application vs CX

✓
Cloud (future)

Additional business insights beyond Success Tracks in PX

✓
Cloud (e.g., SNTC, Solution Support, etc.)

Design and maintain the CX Cloud instance (e.g., activate

✓
and onboard in CX Cloud, deploy controller)

© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Customer benefits across service and support offers
Cisco branded and delivered Partner branded and delivered

Features available to customers

Software Partner PLS-Success
Smart Net Cisco Solution Cisco Success
Support Support Service PLS-Support Tracks
Total Care Support Tracks
(basic) (PSS) *future release

Service response objective (high severity) 60 minutes 60 minutes 30 minutes 30 minutes 60 minutes 30 minutes 30 minutes
CX Cloud
Access to Cisco platform/tool SNTC Portal SNTC Portal CX Cloud
(optional)
24x7 Technical Support ✓ ✓ ✓ ✓ ✓ ✓ ✓

Software updates ✓ ✓ ✓ ✓ ✓ ✓ ✓

Advanced Hardware Replacement options ✓ ✓ ✓ ✓ ✓ ✓

Receive solution support and multi-vendor coordination ✓ ✓ ✓ ✓

Prioritized case handling (over non solution support SR) ✓ ✓ ✓ ✓

Architecture expertise (Cisco & Third-Party HW + SW) ✓ ✓ ✓ ✓

Identify & address issues beyond original case scope ✓ ✓ ✓ ✓

Primary point of contact during support cases ✓ ✓ ✓ ✓

Third-Party (multi-vendor) Support Case Coordination ✓ ✓ ✓ ✓

Access to Success Tracks “Insights and Analytics” and ”Contextual

✓ ✓
Learning”

Access to technical ACCs / ATXs (level dependent) ✓ ✓

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PX Cloud APIs

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Why APIs?
Opportunities Solution Outcomes

Build your unique

Real-time visibility of
PX Cloud APIs customer experience
customer’s data
Discover new business
Access to Cisco’s Integrate CX business and opportunities
recommendations technology insights with your
Drive customer adoption
in-house or 3rd party platforms
and renewals
Telemetry based on
Offer new value-add
Cisco’s IC
capabilities

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PX Cloud APIs
Business and Customer Insights Requirements

Customer List • Book a Success Tracks contract to gain access to PX Cloud

• Have a Cisco CX Specialization or Advanced
Contract Details

Partner Offers Capabilities

Customer Lifecycle Progression
• Rich set of NB RESTful APIs using standard HTTP methods to request data in
Assets, EoL, Coverage Details, License View easily consumable JSON format
• API documentation and sandbox available on Cisco DevNet
Advisories, Field Notices, Priority Bugs
• Java SDK
Insights – Optimal Software Version • Ability for developers to request technical / API support via the PX Cloud portal

Insights – Predictive Crash Risk • Ability to manage API client IDs and secrets using PX Cloud API dashboard
• Data available to partners based on permissions granted by the customer
Insights – Automated Fault Management • NOTE: Insights related L1/L2 APIs need the controller to collect necessary
telemetry data
Insights – Regulatory Compliance

For more information about PX Cloud APIs and use cases, access this page and view this presentation.
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
LCA migration to PX Cloud

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LCA migration to PX Cloud
The first step to a full digital Partner Experience engine

Customer Success @scale

Accelerate customer adoption & time to value

Lifecycle Advantage PX Cloud

Lifecycle Advantage Digital Renewals @scale

Simplify renewals & grow recurring revenue

Growth @scale
Upsell & cross-sell

+6,500 24% +300,000

Partners enrolled Increase in service renewal rates Customers engaged

Why Lifecycle Advantage? Lifecycle Advantage + PX Cloud are complementary

Build and nurture better relationships with your and better together
customers by delivering a personalized, end-to-end We heard your feedback and we are integrating these
customer experience across the entire lifecycle. powerful tools to provide even better value to our partners
and customers.
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What is changing? What’s next?
PX Cloud partners that are also in Lifecycle Advantage can: • Full integration of Customer Success and Renewals &
Growth between PX Cloud and Lifecycle Advantage
• See a new tab in PX Cloud called Customer Success with
read-only data visibility and a link to LCA Customer Success • Lifecycle Advantage existing user migration
for editing
Lifecycle Advantage

Lifecycle Advantage
PX Cloud
• New Customer Success functionalities
• View the list of customer accounts along with indications for
each customer record, including alerts and if the account has • Translation to new languages
been receiving co-branded digital journey notification emails
Learn more in this infographic.
• Access various filters to search across use cases, contact
information gaps, alerts, and more

• View high-level account information and cross launch

directly into that account record in LCA

• If you use PX Cloud but not Lifecycle Advantage, you can

onboard in Lifecycle Advantage through the ‘Start
Onboarding’ link in PX Cloud

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Next steps and resources

30
 01 Sell Success Tracks to customers
You will automatically get access to PX Cloud

Get ready for PX 02 Get into PX Cloud

• Complete on-line learning
Cloud • Log in to platform

03 Request your customer’s approval to

access their CX Cloud data
• Use our supporting content in your
conversations with the customers: infographic |
presentation deck | video
• Log in to platform
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31
 PX Cloud for Partners Black Belt for Partners

CX Cloud for Partners Demo Training for Partners

PX Cloud SuccessHub

PX Cloud FAQ

PX Cloud Welcome Kit

Resources PX Cloud Playbook

PX Cloud Partner Offer Creation User Guide

Success Tracks for Partners Hub

PX Cloud APIs overview and use cases

PX Cloud Demo Overview for Partners Video

Cisco DevNet (PX Cloud API documentation)

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