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Measuring (and Improving!) Digital Experience

February 10, 2014 at 10:13 am PST

There’s an adage that “if you can’t measure it, you can’t manage it,” and all of us that are in the business of managing or running things pretty much live by that.

But, how to do you measure something as squishy and ephemeral as an “experience”? And, what experiences are worth managing? At Cisco, we’ve taken a very focused approach to managing the online experience you have in web, mobile and our social media: We focus on customers’ and partners’ top tasks and missions with us, and then we measure relentlessly the success, failure and satisfaction on those. This allows us to reduce complex experiences to a set of trackable numbers that we can manage. We take this approach on big things, like the experience of getting support answers online. In fact, usability guru Gerry McGovern explains this approach to “Top Task Management” in a recent article featuring Cisco’s Bill Skeet. And we also take the “manage the experience approach” on little things — those simple but important tasks that people do with us every day. Read More »

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Digital Technology and the Olympics: When Is it Cheating?

February 6, 2014 at 5:20 pm PST

We all know how close we are to our mobile devices and digital technology, and how much we rely on these new tools – 87% of us use our mobile device while on the go and 81% of users read email on their mobile – and all of us use some combination of the web, mobile, video, social media, computing power, collaboration tools, and digital networks in our daily business lives.

We take advantage of advanced digital technologies for efficiency, effectiveness, and loftier performance in business, so why wouldn’t an athlete use these technologies to their advantage while in training or on the field of athletic competition?

  • football helmetNFL quarterbacks have in-helmet speakers and microphones to get plays called-in from the coaches on the sidelines (as noted by the green sticker on the back of the helmet).
  • The America’s Cup racing teams go to elaborate measures and spend incredible sums of money to hone their boat hull technologies for competitive advantage.
  • Better strength-training machines (and outlawed performance-enhancing drug cocktails) optimize the human body for maximum performance.
  • Special fabric technologies reduce wind- and water-drag for a few hundredths-of-a-second advantage in skiing and swimming competitions.

The examples are all around us, in virtually every sport or game, including the university-level, professional, and the Olympics. Read More »

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Continuing to Connect The Previously Unconnected…

The Cisco Sports & Entertainment Solutions Group is the worldwide leader in “Connecting the Unconnected” fans around the world. It’s not just something we say, it’s something we do day in, day out with our customers and partners in more than 200 stadiums across the world and also during Global Mega Events worldwide. Cisco is known for pushing the envelope and changing the way we work, live, PLAY and learn. We continue to bring the most innovative solutions to the industry, and since 2005 our goal to connect millions of fans with the action has come true across more than 30 countries, with teams, venues and leagues who are successfully using our Portfolio of Technology Solutions.

To name a few examples of world-class venues -- the amazing MetLife Stadium (New York), the Mercedes-Benz Superdome (New Orleans), Lucas Oil Stadium (Indianapolis), AT&T Stadium (Dallas), and Sun Life Stadium (Miami). The demand for a proven technology solution is growing leaps and bounds.

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The Five Take-Aways of Content Marketing

I was recently on a panel entitled “It’s 12 o’clock. Do you know where your buyers are?”at the In2 Summit and the question of the panel immediately struck me as already answered long ago. The topic: does content marketing work and can you reach the right people? One of my fellow panelists, Mark Stouse, VP of global communications and customer connect at BMC Software said something that really hit home. According to him one of our biggest issues as communicators right now is trust. At first I didn’t understand what he meant but then realized he is absolutely right. With social media there is a lot of noise, so our goal is to stand out and gain our audience trust. We can do this with the content we create and by engaging with them on the social channels they are on. Read More »

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Have you Hit an App Wall?

The second in a series on Cisco’s mobile strategy.

Apps, apps and more apps, is your company experiencing a proliferation of apps?  Cisco certainly is.  We are moving out of the experimental stage of app development and shifting toward measuring ‘repetitive usage’ as one of the main gauges for on-going support and improvements.

Have you hit an app wall? Learn more about Cisco’s mobile app journey. from Cisco Systems
Read More »

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