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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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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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