Customer experience management is about getting to know your customer’s preferences in an online context, but pulling that information into the real world often proves a major challenge for organizations. This results in a huge disconnect when a customer walks into a physical store. This morning, Cisco announced it has bought July Systems, a company that purports to solve that problem.

The companies did not share the acquisition price.

July Systems connects to a building’s WiFi system to understand the customer who just walked in the door, how many times they have shopped at this retailer, their loyalty point score and so forth. This gives the vendor the same kind of understanding about that customer offline as they are used to getting online.

It’s an interesting acquisition for Cisco, taking advantage of some of its strengths as a networking company, given the WiFi component, but also moving in the direction of providing more specific customer experience services.

“Enterprises have an opportunity to take advantage of their in-building Wi-Fi for a broad range of indoor location services. In addition to providing seamless connectivity, Wi-Fi can help enterprises glean deep visitor behavior insights, associate these learnings with their enterprise systems, and drive better customer and employee experiences,” Cisco’s Rob Salvagno wrote in a blog post announcing the acquisition.

As is often the case with these kinds of purchases, the two companies are not strangers. In fact, July Systems lists Cisco as a partner prominently on the company website (along with AWS)….

[SOURCE]