It seems like once a week I come across an article about how mobile devices will revolutionize customer care. To some degree, the articles all share a theme: “Make your life simpler with anytime anywhere access to… your bank, insurance provider, even a doctor.
These articles are chock-full of facts and figures. They tell us consumers prefer to access customer care via mobile devices. And they report that companies are in their infancy when it comes to implementing improvements to meet this demand.
(And can you believe it? I’m almost finished with the introduction and I haven’t dropped the most bodacious customer-care buzzword of all: omnichannel!)
So much has been written about omnichannel that I don’t think I can add much more. Other than: As a consumer, I want it! I want the consistent customer care experience that omnichannel promises as I move from one channel to another.
But if I’m being honest, what I really want is a complete end-to-end experience on whatever channel I happen to be on.
My options are limited if I’m logged into my banking app on my iPad and I need live help. I could use my phone and call into a queue, or request a call back, or maybe even start a chat session. But how is this making my life simpler? I still have to re-authenticate myself, maybe go through an IVR process, explain what I’m looking for… You get the picture. Read More »
Tags: Cisco, mobile, omnichannel, remote expert, uberchannel
By Leonard Luna, Senior Marketing Manager, Cisco Service Provider Solutions
Cisco’s Packet Optical Networking Conference (PONC) triumphantly returned to Dallas this past May after two consecutive years in San Jose. Over 270 members of the network operator community attended the ninth iteration of this annual event. The conference followed the traditional 3-day agenda:
- Day-1: General Session presentations featuring Cisco leadership/experts, industry analyst and VIP customer presentations, with the Keynote delivered by Kelly Ahuja, Cisco SVP Service Provider Segment.
- Day-2: Workshops – Attendees selected from 12 sessions covering a variety of solutions including packet, optical, SDN, EMS/NMS, orchestration, cloud, PON, transceiver technology, and segment routing.
- Day-3: Exposition & Bonus Technical Sessions. A variety of over 10 live demonstrations were on display including 4 bonus technical sessions covering TDM migration, Optical Network Design, High Speed Optics, and Virtual Routers.
A diverse representation of providers attended the PONC including local, national and global providers, cable, educational, financial and government operators, system integrators and industry analysts. Many attendees have made Read More »
Tags: Cisco, Cisco’s Packet Optical Networking Conference, Dallas, network operator, Optical, PONC, service providers, spring, Spring PONC, workshops
The only thing that remains constant is change.
It’s an old adage. While it has always been true, it’s especially relevant now. Today’s pace of technology change is akin to a vortex, relentlessly and chaotically sweeping everything into its spiral path, demanding digitization. As with a real vortex, the force of this change is too strong to ignore and those objects (or business models) that fail to adapt will break apart and fall away.
Indeed, digital disruption has the potential to overturn incumbents and reshape markets faster than perhaps any force in history. Organizations that do not drive their own digital business transformation will be left behind. Those that do will be pulled toward a “digital center” in which business models, offerings, and value chains are digitized driving new revenue streams and substantive business outcomes.
The driver behind this pace of disruption is the Internet of Everything (IoE), the networked connection of people, process, data, and things. Cisco projects these connections to surge from 15 billion today to some 50 billion by the end of the decade. IoE is sowing disruption, certainly — but it is a force for disruption and creation. With a total Value at Stake of $19 trillion from 2013 to 2022, IoE represents a profound market transition — and opportunity.
Read More »
Tags: Cisco, digital business, digital disruption, Digital transformation, digital vortex, IMD, innovation, Internet of Everything, IoE, leadership, research, thought leadership
Guest Blog by Igor Dayen, SP Product and Solutions Marketing
June 7, 2015 was the day when Cisco Live was officially kicked off in San Diego. 25,000 attendees came together to open the next chapter in Cisco’s history. The convention center and surrounding area was buzzing with excitement, with conversations including and focused on security, service provider, app development and becoming digital, to name a few. An additional 80,000 joined Cisco Live online throughout the week.
John Chambers, Cisco CEO, emotionally delivered his 20th and final Cisco Live Welcome Keynote address where he shared Cisco’s vision one final time with our customers. The keynote featured a Read More »
Tags: #CLUS, announcement, chuck robbins, Cisco, Cisco cloud, demos, epn, firepower 9300, IoE, john chambers, keynote, Service Provider, Service Provider Security, virtualization, world of solutions
We’ve all seen how connected products can transform industries in areas like home energy management and personal health, and manufacturing is no exception. When products communicate back to their original makers, the manufacturers can detect production flaws well before customers would need to raise warranty claims. Further, product usage data can become the core of value delivered to the customer. Now that we have Fitbit and Jawbone UP, would you ever consider buying a traditional pedometer whose only method of telling you steps is on an LCD display? These ideas can be applied to machines on the factory floor too.
In a previous blog post on the Connected Factory, I shared how Cisco’s validated designs combine best practices from operational technology (OT) and IT into robust and secure networks. I also addressed how wireless connectivity can enable a more effective workforce and how digital transformation with real-time production analytics improves quality. Read More »
Tags: Cisco, Cisco Connected Factory, Digital transformation, Internet of Everything, internet of things, IoE, IoT, Manufacturing, Tony Shakib