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How Intercloud May Extend Cisco’s Leadership in Collaboration

Wow!  Last week was a big week for Cloud news.   Whilst Amazon Web Service, Microsoft and Google started a price war or ‘race to the bottom’ for Infrastructure as a Service (IaaS) services, Cisco came out with a potentially industry-shaping announcement around Cloud Services.

On March 24th Cisco announced plans to build the world’s largest global Intercloud together with a set of partners to create a network of clouds.  This is not a trivial investment, Cisco expects to invest more than $1 billion in its cloud business over the next two years.  This ‘Intercloud’ will feature APIs for rapid application development and will deliver a new enterprise-class portfolio of cloud IT services.

Cisco’s overall strategy for the cloud is based on the premise that there will be a “world of many clouds.” My colleague Fabio Gori wrote a great blog describing how Intercloud is the critical enabler to capture the immense value of the Internet of Everything (IoE).  In this post, Fabio provides a clear summary of how we see Intercloud impacting the next phase of cloud computing, the IoE and ultimately how we all collaborate.

Intercloud and Collaboration

Gartner consistently places Cisco in the Leaders Quadrant for Unified Communications, and we think the Intercloud can help us further extend our leadership by enabling our partners to offer even better experiences, on multiple devices, and across multiple platforms by connecting the world of many collaboration clouds.    Read More »

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Scandinavian Minimalism Combined With Californian Approachability Wins Red Dot Award 2014

In the world of product design, the best intertwine form and function.  Design stalwarts Apple, Sony and BMW get it right; and we’re honored to be listed alongside them as Red Dot Award winners.

red dot

I’m proud to report that all the new Cisco video collaboration endpoints we unveiled during Enterprise Connect received the coveted Red Dot Award 2014 for product design:

This recognition is a rewarding validation for the no-compromise, design led approach we undertook when developing our newest video solutions. And just as important as the awards is the feedback I’ve received from the people who use our technology.

You let us know that you appreciate the attention to detail and unparalleled user experience. And our focus on harmonizing the technology with the human aspect of face-to-face communications. By combining Scandinavian minimalism with Californian approachability, I believe we’ve succeeded in letting the technology recede and emphasizing the connections between people. It’s about allowing people to connect with one another, anywhere, in a powerful way without distraction – from the browser to the boardroom.

Rounded edges, seamless fronts, light aesthetics, arresting audio and video impact Read More »

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Design Excellence Delivers Uncompromising Experience…And Coveted Red Dot Award 2014

My mission since joining Cisco Collaboration is to deliver unparalleled experiences across all of our products -- in every pocket, office and conference room.

And, we are delivering on that mission. March 2014 has been an amazing month for Cisco Collaboration. We unveiled our newly designed video portfolio; revealed a second-to-none user experience that spans across the entire collaboration portfolio --  from the browser to the boardroom; had a tremendous presence at Enterprise Connect, and that’s just the beginning…

I have even more exciting news to share. Our newly launched video products have been awarded six Red Dot Award 2014 for high design quality – an incredible validation of our design-led approach. The following Cisco Collaboration products all received the coveted Red Dot quality seal:

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Delivering a Next-Generation Customer Experience

Hi, readers! You haven’t heard from me recently, as I’ve been travelling and talking to Cisco customers. My colleague Jason Bettinger and I recently had a wonderful time at CDM’s Customer Experience Summit in Chicago, IL. CDM Media Summits bring together leading C-level executives, analysts, and solution providers to network and attend interactive agenda sessions on the latest business topics and trends.

At the event, we gave the opening keynote presentation to address how enterprises can strive to meet the ever increasing demands of the customer.  The summit brought together some of the leading executives from a variety of industries to explore ways of confronting and overcoming current industry issues. This year’s conference focused on topics that enterprises must deal with now, not in the future:

  • Leveraging Big Data
  • Social Media Marketing
  • Predictive Analytics
  • Digital Interactive Marketing
  • Monetization of the Customer Experience
  • Customer Engagement Management Platforms

Increasingly, institutions are focusing on customer experience as their primary competitive advantage. Those with the highest customer experience ratings typically enjoy some of the best financial performances when compared to their competitors and research has demonstrated a high correlation between experience to loyalty and loyalty to profitability. Companies are asking themselves: How do we design and deliver differentiated customer experiences that truly matter? What expectations do today’s consumers have for customer care?

In our keynote, we showcased how new technologies that generate more positive outcomes in the customer experience era align with future business models across industries.  We discussed how consistency and personalization are critical to achieving new levels of customer experience and the factors that need to be considered when trying to achieve both.

Delivering a Next Generation Customer Experience Keynote

“Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally powerful, especially at a time when retail channels are proliferating and consumer choice and empowerment are increasing.” -- McKinsey & Company

Today, institutions are being challenged to meet the ever-increasing demands of the customer, something that is becoming more complex. Many have found that addressing those demands requires more coordination than ever – it’s about moving to true customer collaboration throughout the customer journey and proactively engaging the customer by combining traditional tools with the power of the future.

Customers are driving how and when they interact and demanding an engaging experience. Therefore, organizations across all industries must evolve their customer care to align with new business models -- addressing customer experience imperatives with new capabilities. The keynote can be viewed here.

We received some great feedback from those who attended our keynote. Below are a few key themes we heard from attendees:

  • The importance of the customer is at the center of the ecosystem
  • Consistency and personalization are not mutually exclusive
  • Examples show that every industry is being impacted by the trends in the market today

As you can see, we had a great time at the Customer Experience Summit and we are already looking forward to next year’s conference. Did you attend? Let us know your feedback from the event in the comments section below.

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Delivering a Next Generation Customer Experience – Cisco at CDM’s Customer Experience Summit

We had a wonderful time at CDM’s Customer Experience Summit in Chicago, IL last week. CDM Media Summits bring together leading C-level executives, analysts and solution providers to network and attend interactive agenda sessions on the latest business topics and trends.

Customer Experience Summit Group

At the event, we gave the opening keynote presentation to address how enterprises can strive to meet the ever increasing demands of the customer.  The summit brought together some of the leading executives from a variety of industries to explore ways of confronting and overcoming current industry issues. This year’s conference focused on topics that enterprises must deal with now, not in the future:

  • Leveraging Big Data
  • Social Media Marketing
  • Predictive Analytics
  • Digital Interactive Marketing
  • Monetization of the Customer Experience
  • Customer Engagement Management Platforms

Read More »

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