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Delivering More Personalized Customer Service

At Cisco Live, Hans Hwang, VP of Cisco Advanced Services spoke with Todd Walthall, Vice President, Digital Servicing Integration from American Express about how they are taking their customer service to the next level. By partnering with Cisco, American Express is piloting video chat capabilities in their American Express iPad application. With a push of a video icon button on an iPad, a video window appears, and a customer connects directly to a customer service representative to receive concierge service.

AmEx at Cisco Live 3c

Seeing this demo reminded me of a recent session I had the opportunity to attend where Rob Honts from Accenture presented on customer retention and loyalty, which is part of their annual Global Consumer Pulse Research survey. One of the key findings that Rob highlighted from the survey is that the number one reason customers stay with and switch their service provider is due to customer service. Not convenience. Not product.  Dare, I say it? Not brand. But customer service. Read More »

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802.11ac: That’s the Answer. What’s the question?

Everybody’s talking about 802.11ac, but we’ve sensed some confusion for next steps as far as how CIO’s and IT organizations should be approaching the new standard.

3700internal2Should I move to 802.11ac?

You’re probably thinking: Chris, you’re a leader at Cisco, of course you want me to migrate to 802.11ac. That, my friends, is where you are wrong. There is no simple answer to the question of whether you should move your network to 802.11ac. Here’s my simple rule of thumb:

There is no premium for 802.11ac from Cisco. If you are deploying new Access Points’s today, you should be buying 802.11ac. If you’re not buying, you are probably satisfied with your network and how it will handle the growth of more and more clients associating with your network and the bandwidth demands that come with that client demand. If you feel you have a plan to handle this demand, then you are one of the few that can pass on 802.11ac.

That said, there is a strong ramp up for Cisco 802.11ac products in the market, the AP3700 is the fastest ramping access point in our history and we have yet to see if the AP2700 will claim that crown in the coming months. ABI Research estimates that currently 50% of new device introductions are 802.11ac enabled, a statistic expected to increase to 75% by the end of 2015.  This is enough proof of the overwhelming interest in adding the benefits of 11ac to networks. Let’s take a step back and consider the basics of why people are moving to the new standard.

Why .11ac?

Today, everything is about getting what we want, when we want it. Instant gratification. It’s not just the millennials—we’ve all been conditioned to expect things within seconds. Could you imagine the days pre-Internet if you had the capability for on-demand movies? Read More »

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How Will Mobile Operators Make Money in the Future?

The mobile market continues to evolve at a blindingly fast pace. It seems as though new faster, sleeker, and more powerful mobile devices are launched every day. And new categories of mobile devices are created almost overnight. The number of applications available to run on these revolutionary new mobile devices is staggering, numbering in the millions. The insatiable demand for mobile devices and new bandwidth-hungry applications is generating enormous amounts of mobile data. The Cisco Visual Networking Index™ (Cisco VNI™) predicts that these trends will cause global mobile data traffic to increase 11-fold from 2013 to 2018, surpassing 15 exabytes per month by 2018.

In spite of this phenomenal growth and insatiable consumer demand, many MNOs are struggling to profit from this mobile gold rush. Mobile operators are watching as their average revenue per customer (ARPU) flattens or declines. Despite increasing customer appetite for mobile data, minutes of use in their cash-cow voice business are falling off sharply, and usage of text messaging is peaking. In fact, Ovum predicts that 2018 will mark the first year of revenue contraction in the history of the global mobile market. Following four years of less than 1 percent growth between 2012 and 2017, revenues will decline by 1 percent in 2018, ending the year $7.8 billion lower than in 2017.

This mobile paradox -- huge growth and customer demand, yet Read More »

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IDC Quantifies Massive Business Value for Data Centers Using ACI

At the recent CiscoLive event in San Francisco, Soni Jiandani, Senior Vice President of Cisco INSBU, expanded on the industry momentum for Application Centric Infrastructure (ACI).  She highlighted wide ranging customers and ecosystem partners that are discovering ACI’s architectural potential to drive enormous simplification of cloud and application delivery.

Now it’s possible to quantify ACI benefits in economic terms.  IDC has just completed an in-depth analysis projecting ACI’s three year return in one of the largest data center environments in the world, Cisco’s own IT Elastic Infrastructure Services (CITEIS).

IDCPicNarrowBorder

Cisco IT runs over 4000 applications, on both virtualized and bare-metal machines, stores  40 PB of data and inspects over 27 TB of traffic daily. CITEIS is a private cloud environment integrating ACI for policy driven network provisioning and operations for a variety of dynamic workloads.

IDC points out that Cisco IT’s decision to use its Cisco ACI technology “was not a foregone conclusion — Cisco’s IT team uses many technologies and solutions from other vendors” to meet its primary responsibilities of improving company-wide productivity, security and asset utilization while reducing the risk of business transitions over time.  Now that “ACI testing and trial runs have been completed, the results yield detailed calculations of ACI’s impact on IT operations, including IT infrastructure spending, the efficiency of IT operations including application deployments, and the incidence of downtime.”

Specifically, IDC found “Automated provisioning in areas such as datacenter access (62.1% projected time savings), access control lists (53.0%), local server load balancing (55.5%), global server load balancing (72.4%), and fleet provisioning (58.0%) will be achieved through the creation and maintenance of provisioning templates.”  Cumulatively, this results in a 41% savings on both Opex and Capex, using a conservative bottom-up approach. IDC also quantified (20%) downtime reduction and (45%) power and space savings.  “IDC believes that the projections are well founded and that these benefits are of the type and scope that organizations can reasonably expect to attain by deploying a policy-based infrastructure solution.  IDC conducted several interviews with IT managers and analyzed “Before” and “After” metrics for common provisioning tasks as well as Capex reductions due to ACI’s dynamic isolation capabilities within a shared production environment.

According to Rebecca Jacoby, SVP and CIO, Cisco, “ACI’s policy based architecture will bring the promise of infrastructure programmability to the masses. It makes every datacenter operator able to effectively create policies that can be used, reused, and deployed in a much simpler and more efficient manner — and use the staff that is currently spending all their time in running the network and the security protocols, to do much more strategic things.”

Download the IDC analysis here.  And for a background of ACI’s architectural approach take a look at the white paper from Enterprise Strategy group.

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How can DevNet Help You?

Have you visited the DevNet portal website yet?  DevNet is our new developer program, and the DevNet portal helps software developers build applications based on Cisco products- these apps can help you enhance and manage Cisco networks or create entirely new solutions for your customers. On the DevNet portal you’ll find systems integration know-how, network management best practices, integrated server strategies, ready-to-use code samples, and software development sandboxes that help you bring your solutions online faster and with the highest possible quality.

As a member of the Solution Partner Program, you are eligible to join DevNet and take advantage of its many benefits and services, including: Read More »

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