Cisco’s Financial Services Industry Marketing team is pleased to welcome a monthly contribution from industry professionals sharing their insights and observations on key trends in the Financial Services industry. The opinions expressed in these posts are those of our welcomed guests and may not reflect the opinions of Cisco.
Jerry Silva, Principal at PG Silva Consulting, is a 25 year industry veteran and thought leader in retail banking. He recently had the opportunity to discuss what comprises a high quality customer experience with Kelly McSwain-Campbell, Customer Experience Director at US Bank. In this role, Kelly is responsible for working across the enterprise with all lines of business and channels to help ensure teams deliver a differentiated customer experience that builds stronger and deeper relationships.
Delighting the Customer: Simple Works
As a banker and technologist, I’ve spent a lot of time dealing with systems that manage customer self-service channels like the ATMs and online banking, or with the systems that bank staff uses to interact with the customer. As a consumer of banking services myself, I’ve always been interested in the people side of services delivery and how banks can deliver quality experiences at the branch and the attended contact center.
I recently had a chat with Kelly McSwain-Campbell, SVP and Customer Experience Director at Minneapolis-based US Bancorp, and asked her for some insight into today’s challenges and how she manages to delight the customer in spite of the increasing complexity of the banking environment. Organizational and technology complexity sometimes work to hinder our ability to provide an excellent customer experience and we as bankers sometimes find ourselves even more distant from our customers.
But during my discussion with Ms. McSwain-Campbell, she made it clear that given the challenges with managing customer expectations across the multiple delivery channels, she is focusing on simple but effective ways to stay connected with customers at each point of interaction. We spoke about three areas that can ensure customers continue to enjoy the best banking experience possible. Read More »
Tags: branch, Cisco, customerexperience, Financial Services, personalized service, retail banking
The Cisco telework program has evolved over the years from a convergence of top-down company practices with bottom-up changes in employee expectations. From our experience we have learned how several factors can make flexible work a success for everyone.
Clear policies and company culture. Cisco has adopted a flexible policy that enables many employees to telework, based on their job requirements and their manager’s approval. Where necessary, this policy is customized to reflect country-specific laws and employee entitlements. Also important is creating a company culture of trusting employees to work responsibly, strong performance management practices and finding the right balance of autonomous and collaborative action.
But a successful teleworking program requires more.
Read More »
Tags: Cisco IT, cisco-on-cisco-collaboration, culture, telework
3 years ago Cisco entered the server platform market with the Unified
Computing System (UCS). This server platform was built from the ground up
for virtualization and immediately started making an impact and gaining
market share. Today it holds the number 2 position worldwide for blades.
At this same time Cisco began to deepen its partnership with SAP. SAP
customers who had relied on Cisco for their networking gear looked to
expand the Cisco relationship by moving their SAP instances to UCS. SAP
HANA accelerated many of these customers move to UCS. Because SAP HANA
operated outside the bounds of the Data Center, it has allowed the
companies to look at UCS without affecting their current SAP instance
while proving UCS as a fast, reliable, scalable, cost reducing platform,
giving the customers confidence that Cisco UCS can more than handle the
mission-critical application workload
But that was just the beginning of the relationship between these two
giants. The diversity of both Cisco and SAP has allowed for a much more
strategic and far reaching relationship allowing each of us to expand our
SAP Afaria and Precision Retail in SAP’s mobility area combined with the
Cisco mobility and Cisco UCS platform business is bringing mobility to
the masses in a cost efficient way. In addition SAP has begun
collaboration with Cisco’s Jabber collaboration product again using UCS
as the basis platform for these products. Teamed together, Cisco’s and
SAP’s Cloud business has also made a big impact in the form of Vblock and
Last but not least, Cisco, unlike its platform competitors, partners with
EMC and NetApp for the storage and SANS product in order to complete all
solutions with SAP. Customers enjoy the flexibility of these solutions
allowing them to keep the vendors they have already standardized on. An
added bonus to these customers is that it allows them to also maintain
their reseller relationships using the massive channel capabilities of
Cisco, where over 95 per cent of Cisco products are sold
Cisco and SAP recently completed a 20 city world wide SAP HANA and Cloud
road show generating millions of dollars of new revenue for both
companies. Cisco and SAP are the world leaders in their respective
areas, reinforcing their position in the market connecting the world in
the Internet of Things.
Tags: Cisco, SAP, SAP. HANA, UCS, unified computing system
In the days leading up to #OpUSA, security professionals were busy making preparations for the supposed flood of new attacks coming on 7 May 2013. As we mentioned on 1 May 2013, publicly announced attacks of this nature can have highly volatile credibility. In some cases, the announcements exist only for the purpose of gaining notoriety. In other cases, they are enhanced by increased publicity. By 4 May 2013, speculation arose that #OpUSA was a trap; this likely caused some potential participants to rethink their plans to join. Posts similar to the one below were made on Twitter, Facebook, and YouTube. Read More »
Tags: #OpUSA, Cisco Security, cybersecurity, DDoS, targeted attacks, TRAC
The Special Olympics is an organisation that strives to create a better world, using the power of sport to foster the inclusion of all people, especially those living with an intellectual disability. Cisco is proud to have partnered with this organisation recently to organise the NSW Special Olympics Community Disability Sports Day.
The event was held last month at Centrebet Stadium -- home of the National Rugby League’s Penrith Panthers -- and saw 65 intellectually disabled people from Sydney’s West participate. Arriving through the same tunnel that the Penrith Panthers run out of at the start of each game, the participants had the opportunity to play a range of sports and activities, honing their skills in rugby league, cricket, football, bocce and some modified Olympic events such as javelin and discus.
Of the 65 athletes who attended, 90% had never experienced the Special Olympics before. These athletes are now able to take advantage of Special Olympics programs that offer regular sport, competition pathways, healthy lifestyle solutions and leadership opportunities.
Read More »