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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

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Vision Alignment in the Digital Age

As organizations mature, often they become silo’d into groups with similar charters but without a process to align their efforts. As a member of a team that is responsible for the overall strategy for of the company’s digital experience, this lack of alignment can cause inefficient resource allocation or worse yet, competing technology platforms. With speed of innovation in the digital space accelerating daily, the risk of misalignment increases exponentially.

In an effort to insure alignment across our organization, we recently led a cross organizational workshop to define and document our vision for what the digital presence of Cisco should become in the year 2017. We brought together over 45wordcloud subject matter experts, from over a dozen teams for a day and a half of interactive design thinking exercises. The exercises focused not on our internal processes, but on how our customers interact with our digital properties. The beauty of design thinking is that it breaks down personal bias in a team and focuses fanatically on the customer experience. By doing this, key themes were defined and agreed to across the teams.

We have all heard these key themes:

  • content is king
  • use of data to increase value to the customer
  • agility over complexity

We all had similar challenges and understood the need to align. Seems easy enough, right?In an organization as large as Cisco, collaboration is critical. In order to drive that collaboration and alignment across the many digital teams, we formed a structure that provided a forum for alignment while keeping governance over the vision that was defined.

We do this through:

  • commitment at the executive level
  • driving agreement of the vision thru a cross-functional steering committee
  • execution is driven through working groups aligned to specific aligned initiatives (such as analytics or partner experience)

The working groups (driving execution) are led by the organization closest to the effort, yet each has representation across several groups to insure alignment across all digital efforts. Each working group is then responsible to report progress to the executive level committees. We continue to build out and refine these processes as needed.

As the working groups have come back with their plans we have noticed the success of this effort was understalign2anding that alignment is not the key issue, all the groups have similar requirements, expectations, KPI’s for success.

The true issue is a forum through which to drive the discussion in an agile fashion to align our digital vision. The expectation of failing fast and failing forward, understanding that the most exciting thing about the digital space is the pace of change and innovation. The journey is more rewarding than the destination, as the destination is always changing.

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Cisco At Hannover Messe 2014

Hannover Messe is once again upon us.  The world’s premier industrial technical showcase will be held in Hannover, Germany from April 7-11, 2014.  Last year’s faire had a clear focus on the “The Integrated Industry”, often referred to “Industry 4.0 and “Smart Factory” 

This year the motto for the world’s biggest industry fair is  “Integrated Industry – NEXT STEPS!”  The next steps towards the intelligent, self-organizing factory are examined from every angle and field of study. From M2M to 3D visualization, from bulk forming to nanotechnology, everything is focused on taking the next step.

Hannover Faire

Cisco will feature our industry leading technology and product solutions that empower the “Integrated Industry – NEXT STEPS!” in the  SmartFactory KL booth located in Hall 8, Stand D20.  SmartFactory KL is a demonstration that showcases the integration of multi-vendor solutions and products into a highly flexible production plant.  The demonstration will showcase how  interoperability enables:

  • Quick setup and modifications of multi-vendor assets
  • Modular, extendable concepts to fit the needs of the SmartFactory 
  • Product changes in real-time
  • Construction of a versatile R&D platform for production automation and related IT

Cisco provides a complete and unique breadth of infrastructure including wired and wireless routing and switching, physical video, compute, and communications solutions to uniquely support and enable current and future SmartFactory 4.0 requirements.

The SmartFactory demo shows how you can leverage Cisco’s Connected Factory architecture to converge IT and Operational Technology (OT) systems and create an integrated enterprise smart engine that:

  • Integrates Cisco’s video and unified communication platforms with real-time plant floor data
  • Scales and leverages global experts remotely for increased operational efficiency and innovation
  • Secures plant assets and improves operational workflows at each work cell
  • Analyzes and views KPI information on any device at anytime with location based services

So, come by and visit us at Hall 8, Stand D20.  Our Cisco Subject Matter Experts will be available to discuss topics that are specific to your business and technology imperatives.

See you at the show!!!

 

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Putting the User Experience First at Enterprise Connect

Today in my keynote at Enterprise Connect in Orlando, I talked about what really matters -- the user experience with collaboration.  And, when you look at the experience that’s offered today, and you talk to end users, you realize today’s tools do not match the way people want to work.

People today want the collaboration experience to be as good on the go as it is in the office. They want it to be simple, incredibly intuitive and work across just about any device they care to use, from the boardroom to the browser and everywhere in between.

Our mission is to get amazing yet affordable collaboration into the hands of more people.  We are working on this every day.  Our recent announcement—the single biggest refresh our video portfolio has ever seen—is just one example of how we’re doing that. But, we’re not just looking at how Cisco can change the game. We are always looking at other companies that have a similar mindset and trying to see how we can do great things together.

Today, I had the pleasure of being joined onstage by Rajen Sheth of Google. We announced an exciting collaboration that I think Read More »

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Reimagining Collaboration: Using Video as the Currency for Trust

At Enterprise Connect this week, I will be hosting the session “Use Video Collaboration as a Tool to Become a Trusted Advisor to Your Business.” I will be joined by Jeremy Stubbs, VP of business development from Sabre Holdings, and Matt Benefiel, Chief Court Administrator from the 9th Judicial Circuit Court of Florida. In addition to these panelists, you will hear first hand from two customers about the video collaboration strategies they’ve used to differentiate themselves by strengthening trust relationships.

Using video collaboration to help build trust with colleagues, customers and partners has been my passion for most of the past decade. What better way to make a deep connection than to look at someone in the eyes and say, “I’ve got you covered.” Short of being physically in the room and shaking hands when you say this, high-definition video is today the most effective communications tool to impart this message.

The set of technologies we’re introducing this week is all about making video collaboration so compelling that trust and confidence can be easily exchanged – and at every level, not just the corner office. As Rowan Trollope says in a previous post, we’re “reimagining collaboration.” What this means is we’re making video more consumable:  easier to use and access, offering the right quality and features for business efficacy, and more affordable so that they can extend to every part of the organization and companies of all sizes. Read More »

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