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Create an All-channel Retail Shopping Experience

I always feel the rush of excitement when it comes to shopping. Whether it’s that something special to enhance my home’s interior. Or my annual vacation package. Or a pair of custom designer shoes that will add a perfect dash of sophistication to my business suit. Yes it’s true. Nothing to beat bespoke products and services tailored to suit my lifestyle. I get to craft my vacation itinerary. I can design my own shoes online with personal designs, pictures, or logos. How cool is that?

The good thing is I don’t need to rush to the store to search or understand more about what I am looking for. This is the new reality. And I am fast adapting to it. I no longer see a distinction between searching online and hanging out in a mall. The incredible choice and power I have now helps me make the right decisions about my purchases.  I find what I need at the best price, whether through a virtual storefront or in a physical shop. Instant gratification!

The Changing Face of Retail
I know I am not alone. Millions of people enjoy the convenience, breadth of choice, and enticing mix of deals through a variety of channels.

According to eMarketer, retail products and services purchased on the internet will rise to 8.8% of the total retail market globally by 2018, up from 5.9% in 2014. Read More »

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Cisco Excels in Latest Gartner Telephony Reports

Thirteen is a lucky number for Cisco Collaboration.   For the 13th year in a row, Gartner shows Cisco as a leader in its 2015 Magic Quadrant for Corporate Telephony, positioning Cisco highest in execution and furthest in vision for corporate telephony among all eight vendors.

Gartner blog image _ Patty M _ 10_2015

Similarly, Cisco is also included in the Gartner Critical Capabilities in Corporate Telephony.  Released this week, the report takes a closer look into the eight vendors represented in the Telephony Magic Quadrant.  And in it, Cisco earns the highest product scores in 3 of 4 critical capabilities for telephony.

Some highlights from the Critical Capabilities report include Gartner giving Cisco the highest product score among all the vendors in the following 3 Use Cases: Read More »

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Are You (Customer) Experienced? Jimi Hendrix and CX

Like most “overnight” sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series of events first turned him into a superstar in the U.K.

So much of what happened to Hendrix parallels the global rise of customer experience as a sustainable business differentiator.

An interesting attributes that connects Hendrix and customer experience has to do with naming conventions.  Although born with the first name “Johnny”, his father renamed him “Jimmy” at age three.  Additionally, early in his career, Hendrix was known by several stage names – one being “Jimmy James.”

In this regard, is customer experience really just warmed-over or renamed customer relationship management?  The answer is an emphatic “No.”

Much like the music Hendrix made when he hit international stardom was far different than what he played early in his career, customer experience is categorically a much different concept than CRM.  You can find a clue in the words “management” vs. “experience”. The desired business outcomes may be significantly different – and customer experience implies that it is both the means to an end and the end itself. Read More »

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Cloud Reimagined

As we gear up for our biggest collaboration event of the year, Collaboration Summit, I thought it would be a great opportunity to kick off a blog series leading up to the announcements we’ll be making there this December about the evolution of our Collaboration Cloud Platform.

At last year’s summit, we announced Project Squared, our foray into what Gartner calls “enterprise mobile messaging,” but also a proof of concept for our entire cloud platform. We created this app, now known as Cisco Spark, to help us collaborate better internally while we built a new collaboration infrastructure from the ground up.

Infrastructure is top-of-mind for enterprises today, especially considering the rise of cloud and mobile and the increasing pressure of business leaders to make a decisive move to cloud. As our CEO Chuck Robbins noted in a recent blog, “The critical timeframe to deliver on the transformation cycle is compressing, and we all must move faster than ever before.”

It’s not possible to simply move our current infrastructures into the cloud. We saw the need for a new kind of cloud architecture reimagined to work with enterprise and partner networks in a radical way.

We built our platform with modern cloud-based technologies focused on key customer and partner concerns, including user experience, security, flexible deployment options, and ecosystem. For the first time, we can deliver the incredible experience users want built on the dynamic and secure infrastructure IT demands.

Please follow this series of blogs from our cloud team as we track the evolution of our cloud from app to platform to ecosystem, allowing each of our cloud leaders to comment on the design and technical principles behind its truly unique architecture.

The future is going to be in the cloud, but not all clouds were created equal. With digital transformation looming large in the minds of business leaders worldwide, it’s important to choose a cloud deployment model that can actually get them there.

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The Mobile Workspace For Collaboration

The first thing you may wonder is how can you have a mobile workspace. After all, the point of being mobile is that you can be anywhere and if you’re anywhere, you may noScreenshot_2015-09-01-13-37-31t have a physical workspace. This means your accessories must also be mobile. They should fit in your pockets, or at least a laptop bag. Most people will argue that a laptop is a portable device, not a mobile device. Even if it is equipped with mobile connectivity. Consider what devices you use most when on the road.

The first piece of your mobile workspace is your mobile phone or tablet. The phone is the foundation for the mobile workspace.  I don’t own a tablet. I prefer something that fits in my pocket. When I’m on the go, I use my mobile phone as my primary means of communication. Today I have the Samsung Galaxy S5 Active and I’m happy with it.

There are some key collaboration applications that you need to realize the most value of the mobile workspace.

My collaboration user persona is that of a mobile worker. I spend time in the car. I spend time among the buildings on the Cisco campus.   I also spend time with customers and attending events. Read More »

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