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The Art of Ambassador Programs: 5 tips from a geek

Cisco Nexus 9516 SwitchAll right I confess I’m not that kind of geek. I admire and work with many IT engineers, but if you need me to configure a Nexus switch you’ll be out of luck. I am a geek though, and I know about building successful B2B and B2C Ambassador Programs.

Before I start sharing my 2 cents, let’s take a look at what I mean by Ambassador Programs. Below are three major types. This is a simplified scenario but these large buckets help clarify.

Ambassador Program Types

1. Cast of Thousands: this type of program focuses on amplifying large volumes of content externally. Membership is open to anyone who registers, and includes automated content delivery, gamification, and tracking, where participants are rewarded for their actions in real time. Actions include low-hurdle social media tasks like sharing existing content to social media networks, rating a product, or entering a contest, but can also offer more challenging projects like writing a review, helping users solve problems, and communicating with potential customers. Ideally, ambassadors’ actions are integrated with a CRM platform in order to track ROI. Top participants are identified and nurtured, and in some cases transitioned into the second type of program (below). Read More »

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The Internet of Everything: An Opportunistic View from the Clouds

The Internet of Everything (IoE) describes machine-to-machine (M2M) compute entities that track and measure real-time data that can be used to build out a data history for analytics that could be used to optimize the quality of life. The opportunity is represented by devices used in a person’s everyday life that are connected to the Internet, have the ability to learn a person’s consumption behavior, and embody the goal to improve the efficacy of services and goods delivery and consumption. Cisco Systems CEO John Chambers says that the Internet of Everything could be a $19 trillion opportunity. 1 Read More »

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#CiscoChampion Radio S1|Ep18 ACI Updates

#CiscoChampion Radio is a podcast series by Cisco Champions as technologists hosted by Amy Lewis (@CommsNinja). This week we’re talking about ACI Updates with Cisco Product Management Director, Thomas Scheibe.

Listen to the Podcastcisco_champions BADGE_200x200

Learn about the Cisco Champions Program HERE.
See a list of all #CiscoChampion Radio podcasts HERE. Read More »

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Technology Behind the Surface

What do Walt Disney World, The Matrix, and Big Ben have in common?  On the surface they do not share much.  Each of these is special because everything that makes them tick, pun intended, are hidden from view of the consumers.  We all intuitively know there is a great deal of complexity behind the scenes, but it is intentionally hidden from the users.  This is the behavior consumers of cloud-based services also expect, even in the datacenter.

Today vendors are working hard to make their products and services more consumable in a nearly seamless fashion.  They are accomplishing this by adding abstract control layers, open APIs with robust development kits, and enabling cross platform integrations.  The recognition is that in today’s virtualized datacenter and the Internet of everything no technology is an island any longer.  Efforts have to be made to make interoperability a priority in order to provide the polished experience that consumers have grown to expect.  The question being answered is ‘Why doesn’t X communicate with Y?’ Read More »

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The We’re Listening Blog Series: Sharing Customer Experience Best Practices at the Walker B-to-B Customer Experience Summit

This month, I’m excited to welcome a very special guest author to the We’re Listening blog series. Joe Pinto is Senior Vice President of Cisco’s Technical Services group, with responsibility for a wide array of programs that support customer experience excellence at Cisco, including technical assistance, onsite and spare part logistics, certifications including CCIE, and technical support resources. Throughout his nearly 24 years at Cisco, Joe has championed the customer experience in all aspects of Cisco’s business. He also initiated and continues to sponsor an Ease of Doing Business (EoDB) program within Cisco, with a cross-functional group that is dedicated to improving the end-to-end customer and partner experience.

Joe recently gave a great keynote address at the Walker B-to-B Customer Experience Summit that talked about how companies can improve EoDB for their customers and partners – I’ve asked him to share some of those thoughts here, as well as his overall takeaways from the conference. Read on, and don’t forget to comment with your thoughts and questions for Joe.

jpinto By Guest Contributor Joe Pinto

Last month, I delivered the keynote at the Walker B-to-B Customer Experience Summit. At the event, Walker announced the findings from their latest case study The Value of Making it Easy. Given this focus, it was a great opportunity to share Cisco’s approach to improving Ease of Doing Business (EoDB) in the customer and partner experience.   Read More »

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