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Journey to “Self-Healing” Enterprise Networks

Within IT & Network Process Operations community, automation started with the big hype and promise for “self-healing” solutions for systems, network, and process automation.  Remember the promise of “Robotics”!? Wouldn’t it be great to have our servers, systems, and networks solve their own problems? Leading to more stable systems and networks in which system administrators and network administrators would be free to work on higher priority activities and be more productive, improving the quality of Enterprise solutions. Though it is a noble goal, IT and network process automation did not deliver its full promise but instead started us in the journey towards the goal.

There are many reasons why IT process automation solutions for network domain has not fulfilled its promise. Many people have done in-depth analysis, which can be summarized as two big inhibitors for wide-spread adoption of automation in network operations:

  1. Need for out-of-the-box workflow templates for rapid development of network operation process automation for quick-wins
  2. In-depth understanding of complex network implementations with domain knowledge of the Enterprise processes and industry best-practices for support

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Riding the 3 Waves Through the Holidays

As many of you know, the term "Black Friday" is commonly used to describe the Friday immediately after the U.S. Thanksgiving holiday--the busy shopping day when many retailers begin to turn a profit for the year. Black Friday signals the start of the holiday shopping season, with its accompanying surge in the need for customer support. We can all think of examples of the latter: the frantic web searches to get our childrens' gifts working properly, the calls to return a sweater that was the wrong size--sound familiar?

The holiday season is the acid-test of customer care in many industries. Businesses that fail the test will lose customers--often in droves--while those who delight their customers can surge ahead of the competition.

So how can businesses succeed--and excel--in providing world-class customer service even during this most challenging of seasons? The answer lies in properly leveraging the 3 Waves of Customer Care:  Cost, Relationship, and Experience. You can read about the details in this Read More »

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The Smartphone Gets Which Side of the Bed?

A whopping 90% of young people use their smartphones to help them face the day …often BEFORE they get out of bed.

Even before a cup of coffee, young people grab their smartphone. They’re checking it for emails, texts and social media updates. The phone has become as much a morning ritual as the toothbrush.

When the recent third annual Cisco Connected World Technology Report surveyed 3,600 young people ages 18-30 from 18 countries about their tech habits, we found that Gen Y’s attachment to phones continues throughout the day:

  • 3 in 4 check their phones in bed;
  • More than a third check it in the bathroom (not sure which one makes me more
    nervous);
  • 46% text, email and check social media during meals;
  • 60% say they’re ‘compulsive’ about checking their smartphones and 42% admit to feeling ‘anxious’ when disconnected;
  • Two-thirds say they spend the same amount -- or more time -- with friends online as they do in person.

My Aha! moment from this study?  I may be a Boomer, but I’m not much different.

The gap between my generation and younger ones in how we use technology is getting smaller. (In fact, my smartphone is always the first thing I touch in the morning…because I use it for my alarm clock!)

Interestingly, as we older folks are getting more comfortable with technology (and seeing its value), younger people are getting less starry-eyed. For example, more than a third suspect that people present themselves differently online than in the physical world. This year’s study also found three out of four don’t trust Internet sites to keep their data private, and nearly a third are very concerned about security and identity theft.

This younger generation’s relationship with technology is really maturing. The first year we did this report, many Gen Yers were convinced that the Internet was more important than dating or having a car.

The results from Connected World are truly global. In India, for example, 96% use their smartphone first thing in the morning. Use our interactive map on cisco.com to hover over any country and get its stats. Here's the snapshot for the U.S.

Screen Shot 2012-12-13 at 4.42.44 AM

Another of the report's interactive graphs is discovering your "data footprint" -- or how much YOU are on your devices. Are you an explorer, highly connected or -- like me-- a super user?  Go here to do the test!

Here’s another way I see myself reflected in this year’s Connected World report. For many of us, there’s no clear line between work time and personal time. Work is what we do, not where we are. I used to have two phones - one for work and one personal. Now I have one phone for both. It’s truly an integrated life.

When it comes to shopping during the holidays, many of us mix our physical world with the online world, too. Cisco’s study found 90% of the young people surveyed shop online and 58% rely on customer reviews online. Oftentimes, we go into a store, price compare on our phones (or tablets), and complete a purchase on them before we leave.

We’re in a connected world. Our phones and all our network-connected devices are becoming an intrinsic part of ourselves. Now we just have to decide which side of the bed our phone gets.

Check out all the findings from the study here on the Connected World site. As always, we'd love your comments!

Happy holidays!

Carlos

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Cisco NRF 2013 – Preview of Cisco BYOD Demonstration

This is our third preview of what Cisco will be showcasing at the 102nd National Retail Federation Convention and Expo on January 14 and 15, 2013 in New York City. We’ll be showcasing Cisco Bring-Your-Own-Device (BYOD) Smart Solution and see the technology that enables you to support mobile access that’s both easy and secure. Come learn how you can improve employee productivity and customer service with a highly secure BYOD environment. Please watch this video about the BYOD demonstration and then mark your calendar to join us at Cisco Booth #252 at NRF 2013. I look forward to seeing you there!

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Cisco NRF 2013 – Preview of Cisco BYOD Demonstration

This is our third preview of what Cisco will be showcasing at the 102nd National Retail Federation Convention and Expo on January 14 and 15, 2013 in New York City.

We’ll be showcasing Cisco Bring-Your-Own-Device (BYOD) Smart Solution and see the technology that enables you to support mobile access that’s both easy and secure. Come learn how you can improve employee productivity and customer service with a highly secure BYOD environment.

Please watch this video about the BYOD demonstration and then mark your calendar to join us at Cisco Booth #252 at NRF 2013. I look forward to seeing you there!