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Mobile Collaboration: Where Does It Rank on Your Priority List?

The way people collaborate is in the midst of an enormous shift. Whether you’re ready or not, it will impact how and where teams and employees conduct business.

In 2014 alone, global mobile data traffic grew 69% and nearly half a billion mobile devices were activated and connected. And by 2019? That traffic is expected to increase nearly tenfold.  Tenfold!

Collaboration is a major driver for increased mobile usage.  We’ve used chat and messaging tools to maintain personal connections for years with popular apps like FaceTime, WhatsApp, Voxer, and many others. With their success in fostering simple and straightforward communication, it was only a matter of time before these apps found their way into the business world. This “consumerization of IT” is paving the way for new breeds of business-class technology to redefine the boundaries of the workplace.

But it is more than technology fueling this shift.  The way teams form and work together has changed as well.  Entire functional teams may not even sit at a desk anymore, getting more done by working closely with customers, suppliers and far-flung colleagues, especially while on the go.  Supporting the needs of this increasingly mobile workforce is critical.  However, executing against those needs may leave you wondering where and how to start.

Aragon Measures the Market
Aragon Research took an early look at applications aimed at solving these challenges in its recent Tech Spectrum for Mobile Collaboration report. Aragon looks at the products designed to enhance teamwork and team building across the workplace ecosystem. These tools, according to Aragon, “Are making it easier for people to interact with internal and external colleagues and partners on any device, without barriers.”  And by 2020, Aragon estimates that 60% of users will rely on mobile collaboration as frequently as email.

Aragon Tech Spectrum Graphic

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Cisco SX10 Gains New Video Fans

When a product does exactly what it promises and more, it can develop almost a cult following. Think iPhone, 3 Series, red soles. You almost don’t need the company brand to know what I’m talking about.

OK, so maybe the Cisco SX10 doesn’t quite stir the same emotions as a sleek BMW or a pair of Christian Louboutin shoes. But I can tell you that people are buying into the promise we made when we launched this entry-level video conferencing solution:  “High quality, simplicity, and affordability come together to create a practical and powerful business class solution for video ubiquity – all at about the price of a PC.”

Over the past 18 months since we launched the SX10, customers have validated our product positioning with their wallets and their feedback. But we know we’ve hit a home run when some of our toughest critics also agree. Take for example, the recent independent review from Wainhouse Research: Evaluation of the Cisco TelePresence SX10 Quick Set Group Conferencing System.” It is testament to the strength of our design and engineering teams that the review aligns with our product promise. Read More »

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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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