At least 40% of businesses will fail at staying digitally agile.
Among 941 business leaders in 12 industries surveyed, 43% percent confirms that they “either do not acknowledge the risk of digital disruption, or have not addressed it sufficiently.” This disquieting statistic is accompanied by another finding: in each industry, four out of ten (40%) incumbents surveyed, whose market shares are dominant today, will be displaced by the digital disruption within five years (Digital Vortex, Global Center for Digital Business Transformation. June 2015). Yet, only 25% says they’re actively pursuing a solution or willing to disrupt themselves in order to stay competitive.
For further reading about this Digital Vortex study, check out my colleagues’ blog: At the Center of the Digital Vortex – Chaos, Disruption, and Opportunity.
In this blog, I’m not going to discuss the study or its methodology with you. Instead, I will talk about the one common denominator that all businesses across industries have – the WAN – the savior for those 40% at risk of being displaced. Read More »
Tags: Cisco, digital business, digital disruption, Digital transformation, digital vortex, IMD, Internet of Everything, IWAN, SD-WAN, SDWAN
We are increasingly hearing about the value of improving the shopping experience by adding virtual expertise to the store. As head of Cisco’s Retail & Hospitality practice, I frequently talk to customers who are exploring this concept – though what I mainly hear are questions! While many are interested in the idea, they are still trying figure out whether or not a virtual customer expert is going to add more revenue to their bottom line.
Putting a collaborative expert into the store – virtual or physical – can actually be critical to meeting the needs of the consumer, especially during the purchase of a high-priced product or for a purchase where it is very important to make the right decision. However, very often this level of expertise is not available in the aisle when the consumer is dwelling there. And yet, the presence of such an expert can be extremely important. For example:
- A mother is shopping for an over-the-counter decongestant late in the evening for her child, who is also taking medication for ADD. A pharmacist is not available, but getting the wrong medication could be life-threatening.
- A couple is buying a printer for their college-age daughter, who shares an apartment with three other students. They need a printer that can be networked so all four girls can print their assignments and research papers.
- A party host would like to purchase several cases of wine that complement the menu, but are not overwhelmingly expensive.
- A couple is browsing the latest assortment of home security devices, trying to make sense of what will work with their current network configuration.
Savvy retailers debate how to solve the problem of providing highly paid experts to be immediately available to consumers, without footing the bill for an employee who may be idle part of the time. Additionally, it may be necessary to provide a level of privacy while engaging the expert. The retailer’s quandary is how to attractively offer this service in a way to increase basket and justify this use of valuable selling space.
Forward-looking retailers recognize that this capability is part of providing a truly integrated omnichannel experience. Shoppers are no longer either in the store or online… they are both, and sometimes at the same time. Thanks to our mobile devices, consumers can research, compare prices, and shop with our mobile devices in the aisle. According to Macy’s CEO Terry Lundgren, retailers need to adopt a “digical” strategy – a term coined by Bain & Company’s Darrell Rigby and Suzanne Tager – meaning the seamless integration of digital with physical retail. (For more, check out the article, “The Future of Retail Will Be Won or Lost in ‘Digical.’”)
In any channel in this digical world, retailers will lose revenue if they are unable to differentiate themselves by providing excellent value, combined with the appropriate amount of customer service. And here is where the virtualized experience can drive a new level of engagement for the brick-and-mortar store. Via video collaboration on a consumer’s mobile device, a kiosk display, online, or an associate’s tablet, shoppers looking for advice can easily connect with your centralized or outsourced pool of experts for immediate assistance. Let’s go back to the scenarios above:
- A QR code is posted on a sign that reads: “Photograph this sign with your mobile device and you can speak to one of our pharmacists on call 24×7.” The pharmacy service immediately calls the mother’s mobile phone number to discuss which medication will be safe for her ADD son.
- An associate in the printer aisle approaches the couple and boots up an expert session on his tablet to discuss feeds, speeds, and price points. This helps the family determine which printer will best fit their daughter’s needs.
- The party host approaches a kiosk to engage a wine expert. He enters the date and time of the party so that weather can be taken into account, the centerpiece menu items, and his desired price range. He then engages with a virtual expert who provides options as well as a special discount based on the number of cases. Additionally, he is offered a 50% discount on disposable wine goblets.
- As the couple browses an array of home security options, the retailer pushes a promotion to their mobile device: “If you would like a complementary home security assessment, follow this link to schedule an appointment with one of our specialists.” This in-home expert then cross-sells and upsells products from a tablet in the home, and schedules an in-store meeting when products arrive to discuss installation.
When used in conjunction with brick and mortar, virtual in-store and online expertise complement the natural selling journey with consumers to fill an important gap in the omnichannel experience. Click here to learn more about Cisco’s thinking in this area, or contact me at email@example.com.
Tags: Anne McClelland, basket, brick and mortar, Cisco, collaboration, Collaborative, customer journey, digical, digital, expert, kiosk, mobile, retail, retailer, selling space, shopper
Each week, we’ll highlight the most important Cisco Partner Ecosystem news and stories, as well as point you to important, Cisco-related partner content you may have missed along the way. Here’s what you might have missed this week:
Off the Top
Cisco and Apple Announce Partnership
This week, at our yearly Global Sales Experience Conference (GSX) in Las Vegas, Apple CEO, Tim Cook, surprised everyone by joining John Chambers on stage to announce an exciting new partnership between Apple and Cisco.
The two companies are coming together to optimize Cisco networks for iOS devices and apps, integrating iPhones with Cisco environments and providing unique collaboration capabilities on iPhones and iPads.
The big news expectedly created a lot of buzz, including this tweet from the Apple CEO:
Stay tuned for more details on how this will benefit our partners. In the meantime, read what Cisco CEO Chuck Robbins had to say about combining the power of Cisco and Apple.
Karin Surber Asks if You’re Ready for a Fresh New Start
Karin always does a great job sharing sales tips and best practices for our partners. This week’s no different as she provides a clear path for partners to plan out their sales strategy for the year.
Karen lists 7 steps to optimize sales performance and achieve maximum Partner Plus incentives. Take a moment to check out her full blog post as it’s sure to provide you with a head start for succeeding in FY16.
Read More »
Tags: Apple, chuck robbins, Cisco, mobility, Partner Plus, sales, Sales Tips, Tim Cook, Weekly Rewind
As a member of the Sales Engineer Organization, I spend lots of my time staying close to midsized customers observing how teams that do great work are leveraging applications to collaborate. The number of choices available can make choosing the right tools an interesting journey.
Is there one solution to meet all needs? Midmarket organizations face these questions. As I talked to several midsized companies this past year, I heard how improving team productivity is top of mind. Keeping employees connected across their various workplace resources and devices is increasingly important. Making customers happy with proactive service and quick response times is paramount to an organization’s success.
In the world of collaboration, consider the parallels between how online meetings and physical meetings take place. Don’t you find it to be more effective to have the right setting for the meetings you attend in person? A large group in a small space never works right.
For example, with physical meetings:
- Large groups require large spaces, structured seating, the ability to share media, and the ability for participants to interact with presenters.
- Fast moving small teams need rooms that are available on-demand and the ability to do real-time content tracking.
One-to-one interactions require privacy and rich-media sharing with the ability to call in additional participants as needed.
Read More »
Tags: Cisco, collaboration, jabber, midmarket, midsize, Spark, virtual, WebEX, workspace
A few years ago, the idea of cloud-based digital video recording (DVR) was an aspiration. Today, while the technology is still relatively new, it’s already seeing broad adoption in the market. In a recent webcast conducted with Parks Associates, attendees revealed the breadth of cloud-based services they were already using to catch up on TV content. From basic “pause live TV” features to full cloud DVR, check out the range of cloud services already available:
There are lots of good reasons operators are moving so quickly to roll out these types of services. First, consumers want it. Read More »
Tags: Cisco, Cisco VNI, cloud dvr, cloud-based services, dvr, Pay TV, service providers, VOD