Change happens either with us, by us or to us. Especially during the 3 Day IT Management Track at Cisco Live in Milan. We heard many things about leadership, disruption, change and innovation, and why it is the most important for leaders to listen, while sending the right signals to the audience. As Kevin Murray from the Good Relationship group stated: “People are afraid of ‘change’ but love to ‘innovate’ – so tell me the difference between ’change’ and ‘innovation’ – there is none!” If 60% of the companies’ assets are intangible, representing USD 35 trillion in total, leaders can really make a difference by valuing the people around them. Read More »
I’d like to give you an inside look at our Allen Data Center and go over how Cisco IT is adopting new technologies and capabilities while at the same time running the business. I’ll answer your top of mind questions and cover topics such as: Read More »
The contact center is the front line for handling customer inquiries. Corporations large and small understand that it’s important to respond to inquiries quickly and effectively. A lot of money is budgeted for customer care departments to meet this growing need and respond via one or more customer contact channels. As evidenced by many stories in the news recently, one small, wrong move and your company could end up on the wrong side of a social media story gone viral. How many times have you heard of someone tweeting about being stuck in a plane on the runway for a few hours? It can make the nightly news and stir up bad publicity for the airline, potentially resulting in customer service headaches for months or years to come.
Many variables affect a contact center ecosystem including the underlying technology, staffing resources, real estate, etc. If your corporate contact center infrastructure is transforming or needs to transform, here are ten top issues you should consider: Read More »
This is part 2 in a 2-part series about our API-based architecture. Part 1 explains how we provide content as a service to sellers.
Federated identity is central to cloud computing. You can’t have a useful hybrid cloud service without it. Read More »
This is part 1 in a 2-part series about our API-based architecture. In part 2 I’ll talk about the advantages of identity as a service and data as a service.
Before the cloud, applications had a web interface that connected to a back-end database. Each application authorized its own users.
Today, that monolithic application architecture is going the way of dinosaurs. Cisco employees use more than 400 cloud services. So even after we added single sign-on for Cisco applications, users still had to separately sign on to cloud applications like Salesforce. Not a good use of time. Read More »