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Collaboration Solutions Power Next-Generation Citizen Experiences

Last month, Cisco announced new research that I find particularly exciting in my role of helping customers maximize value from their investments in collaboration, video, and mobility. “Internet of Everything: A $4.6 Trillion Public-Sector Opportunity,” the latest research and economic analysis by Cisco Consulting Services, calculates the value that the Internet of Everything (IoE) will create in the public sector worldwide from 2013 through 2022. According to Cisco, IoE will enable a global total of $19 trillion in Value at Stake over the coming decade — $4.6 trillion in public-sector value combined with the $14.4 trillion in private-sector value identified in related research last year.

IoE brings together people, process, data, and things to make networked connections more relevant and valuable than ever before. The civilian sector will drive $3.1 trillion of IoE’s value in the public sector, through increased revenue, reduced costs, and improvements to employee productivity and citizen experience. The remaining $1.5 trillion of IoE public sector Value at Stake will result from more effective military operations.

What excites me about this report is that 69 percent of the civilian public sector Value at Stake is powered by people-centric connections that can be enhanced by collaboration, video, and mobility technologies.


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Batman and the Customer Experience Center

The concept of the Customer Experience Center (CEC) is gaining attention in the customer care industry as the next logical step beyond the contact center.  Although a precise definition of the CEC is still under debate, a good starting point is to think of it as a set of technologies and business processes that deliver (hopefully superior) customer experience management, which Gartner defines as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”

batman blog picIn the movie “Batman Begins“, Batman tells Rachel Dawes, “It’s not who I am underneath, but what I do that defines me.”  This statement offers an alternate way to think about the CEC–by considering what it does.  The emerging CEC encompasses Customer Collaboration by combining traditional contact center technology and processes with a range of collaboration technologies to empower businesses to forge deeper, more proactive relationships with their customers.  As such, the CEC moves beyond the traditional channels of interaction of the “contact center” to embrace new media and access methods desired by consumers, including video, mobile, and the social web.  Or the batphone.

The CEC has emerged because Read More »

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Kicking Off the Cisco Partner Summit Season


Cisco Partner Summit is quickly approaching.  For me, deeply embroiled in the planning for the big event, I am counting down the days until I get to meet and interact with many of you in person. I can’t wait to put some faces with names I’ve worked with already during the past several months.

While the start of the event, on March 24, is still just over the horizon, let’s kick off this year’s Partner Summit season by giving you some information to prepare for the event.

First, I realize not all of you will be at the event in Las Vegas in person. I mean, this is the first Partner Summit where I’ll be attending too, but I have taken advantage of Virtual Partner Summit (VPS) each of my previous years with Cisco. I encourage you to do the same. Registration for VPS is open now, so be sure to sign up. We don’t want you to miss any of the event! Read More »

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Summary: CIO Perspectives – Mobility, Customer Experience and the Road Ahead

Many business and IT leaders understand the current benefits of mobility, but some are still wondering what’s down the road and how the growing Internet of Everything (IoE) will impact the future of mobility and enhance tomorrow’s digital experience, for those both inside and outside of the workplace.

How can today’s CIOs be prepared to travel down the mobility road ahead? Here are three key points to consider:

1. Mobility is fueling the growth of the Internet of Everything.

We define the Internet of Everything as bringing people, process, data, and things together to make networked connections more relevant and valuable.  The concepts of mobility and IoE are not running parallel paths. Instead, the Internet of Everything is in large part, fueled by the growth of mobility. We see this best in the solutions and scenarios driving adoption – from farmers using sensors to monitor livestock to the hospitality industry creating more personalized experiences for their guests, mobility is a significant driver in bringing the IoE to life.

2. Mobility is driving a new customer experience.

In the coming years, we will continue to see the transformation from customer service to customer experience, both inside the workplace and with external customers. With increased mobility, it’s no longer enough to simply provide product information or the basic tools to get the job done. Employees and customers want more integration, more personalization and more context. Demand for this capability is setting the stage for tomorrow’s customers and employees, who will desire better integration of apps, content and context to make their decisions; both lifestyle and business decisions.

3. Mobility extends beyond traditional “carpeted office” applications.

Several years ago, the concept of BYOD and mobility might have been viewed as more easily deployed in traditional office settings. Today, mobility is significantly extending across the value chain. The results are driving more efficient organizations and industries built on the power of predictive context.

Like a traveler embarking on a long trip, organizations must be prepared to meet the challenges and opportunities for the road ahead. Learn more about how your business can benefit from an architectural approach to mobility to reap the benefits of the Internet of Everything.

Read the full article: CIO Perspectives – Mobility, Customer Experience and the Road Ahead

Join the conversation, follow @Cisco_Mobility on Twitter, #FutureOfMobility.

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Summary: CIO Perspectives – Mobility, Customer Experience and the Road Ahead

In my conversations with many CIOs and IT leaders, they have agreed that investing in mobile and BYOD policies will contribute to the long-term success of their business.

However, many are still wondering what’s down the road and how the growing Internet of Everything (IoE) will impact the future of mobility and enhance tomorrow’s digital experience, for those both inside and outside of the workplace. Here are three points to consider as you plan to travel down the mobility road ahead:

1. Mobility is fueling the growth of the Internet of Everything and it’s impacting various industries.

For example, in the retail, entertainment and hospitality industries, increased mobility is driving more networked connections between customers and brands. By combining the power of location- based services to better reach customers on their mobile devices and deploying smart sensors to optimize a guest stay or manage retail inventory, these industries are transforming customer experience and the bottom line. Read More »

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