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Email and Calendaring Social Community Decreases IT Support Caseload

June 12, 2013 at 12:00 pm PST

In my previous blog post, I talked about how adding a social support layer enabled the IT Mobility team within Cisco to realize cost avoidance of $650k, which was leveraged for new, innovative projects.

Benefits were also seen in Cisco IT’s Email and Calendaring WebEx Social community. Since it’s launch in Q4FY12, the Email and Calendaring Services community has seen more than 33,000 visitors and 300,000 views spread across collaborative wiki posts and discussion forums. The discussion forum alone has over 500 individual discussions through moderated support and user contribution, resulting in a self-service model for those who may have a similar question or issue. Read More »

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New Pervasive Conferencing Capabilities Enable Video Collaboration for Everyone

Today Cisco is introducing new Pervasive Conferencing capabilities that further simplify and enable video collaboration for everyone.  It’s about increase in scale throughout your organization along with greater efficiencies and affordability.  Consider doubling the number of endpoints while keeping costs at a few dollars per user per month.

Enhancements across our collaboration portfolio make it easy to migrate, upgrade or implement a new deployment, and give you flexibility to customize solutions for what your business specifically needs. Let me share a few announcement highlights:

  • Deployment options: We’ve made it easier for you to choose your deployment. Virtualized, on-premise, or cloud, you can use the platform that works best with your infrastructure strategy.
  • Broader reach:  Extend high-quality multiparty video and web conferencing meetings to more endpoint types with our expanded support of high-definition mobile devices. Read More »

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BT and the Invisible AP

The Small Cell Industry has gathered in London again – last week for the Small Cells World Summit, and this week for the Wireless Broadband Alliance Wi-Fi Global Congress.  The explosive growth of these two events over the past few years is a testament to the vital role that both licensed and unlicensed small cells are playing in Next Generation Mobile networks.

Cisco has been deploying carrier-grade Wi-Fi networks for many years, and we are in fact in our 4th generation of outdoor product.  We define carrier-grade as a controlled Wi-Fi network that is secure, robust, and scalable.  But increasingly we’ve heard a new requirement from our customers: make it invisible. Read More »

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A Thank You to Our Cisco Partner Ambassadors

Partner perspectives are some of the most valuable resources we have here at Cisco, and it was with that idea that we first launched the Partner Ambassador program in 2012.

This year, the program continued: we invited 10 Cisco partners representing different geographies, backgrounds and specialties to report on Cisco Partner Summit using their own blogs, Twitter handles and other social media platforms. We hope you’ve enjoyed these 10 perspectives from across the Cisco partner ecosystem. There are so many good partner stories and vantage points out there and the Cisco Channels social media team wants to tell them all – rest assured Partner Ambassador will return!

A big thanks to each of our Partner Ambassadors and the great work they did throughout Partner Summit 2013. And check out the full rundown of where to find all Partner Ambassador social media content. You can also continue to follow our Ambassadors on Twitter using this Twitter list.

To close this chapter of the Partner Ambassador program, we’re pleased to feature a last roundup of blog posts, Tweets and other content our Ambassadors created throughout the last two weeks, including several post-event discussions shared in the last few days.  Read More »

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The Evolution of Customer Experience: Synchronicity!

I love shopping. I love traveling. I hate going to the hospital. I sometimes like going to the bank (only if it involves the depositing a large check). On the surface, it may seem that there’s no common thread about each of these experiences, however, there actually is a lot in common!

Each of these industries (retail, transportation, healthcare, banking) is becoming more passionate about truly delivering good customer experience and building customer loyalty. Why? Research has established that satisfied customers spend more money “now” and, in the longer term, become more loyal. For example, according to a J.D. Power survey, a delighted traveler is likely to spend 45% more money at the airport than someone who is disappointed with their experience.

Okay, sold! Let’s start delivering “good” experience and start counting the money…right? Not exactly. Unfortunately, it’s not quite that simple.

First of all, what exactly is “good” experience? The answers will vary greatly depending on the industry vertical and brands within a vertical. Hence, one of the major challenges is actually defining “good” experience.

While there are certainly unique attributes to “good” experience in different industries, there is a common theme emerging: the synchronization of physical and digital experience. For example, research by Cisco’s Internet Business Solutions Group, revealed 93% of products sold in the United States are still bought in brick-and-mortar locations. In addition, over 50% of all consumers access (or would like to access) to digital content while shopping in a store, either through digital touch-screens or their own smartphones/tablets. This research reveals that more and more consumers are relying on real-time digital content to make purchasing decisions. In essence, consumers are becoming “informed buyers” during the shopping experience.

Unfortunately, with respect to customer experience, in many companies today the physical and digital worlds still sit across a great divide. Often, these two functions are housed in different organizations and are loosely coupled with respect to operations and culture. While we’ve made significant progress, digital experience is often an after-thought that peacefully co-exists with physical experience.

But, that’s not going to work any more. Consumers are expecting more, and they vote with their wallets. So, start truly synchronizing your digital and physical experiences…or else!

There are indeed a number of challenges in making smart stores, what do you think is most difficult in actually accomplishing this?

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