Cisco Blogs


Cisco Blog > Collaboration

The Hierarchy of SaaS Testing Needs

Software testing. For a long time, software testing was one of those dark alleys of the software development process. Often ignored, considered as an afterthought, and staffed by “someone else” who did an important job but was outside of the core development process.

Well, that has all changed.

In the SaaS world – especially one governed by continuous delivery – testing is not just an afterthought. It’s a core part of the development process. And like many other engineering processes, there are differing levels of maturity that SaaS development shops can evolve through. In a lot of ways, these different stages of maturity are like Maslow’s hierarchy of human needs. You really, really have to execute on the stuff at the bottom. As you succeed with that you move up to higher levels and achieve greater levels of happiness – in this case through greater quality of software. In the case of testing, each layer is like a filter – each of them catching bugs. The layers at the bottom catch the most basic, easy-to-find bugs. As you go up the stack, the technology helps you catch problems that are rarer and more troubling to identify, reproduce, and fix.

Here is my view on the layers of the hierarchy of SaaS testing needs:

heirarchy of SaaS testing needs Read More »

Tags: , , , , ,

When Online Chat is just not enough

I’ve been using online banking for a while now. Just the other day, I had a quick question and saw “Chat Live with a representative” so I decided try it out. As I got comfortable asking a few questions, I started to want to do more. I wanted to talk with the banker. And I’d like the banker to look at my account page with me so I knew we were looking at the same information. It would have helped if I could see the banker and have her give me on-screen guidance.

In a recent report, Alyson Clarke from Forrester interviewed a number of financial institutions that have been using various channels to communicate with their customers from online chat to video. The report revealed that while online chat can be a great way to offer live help, the experience is probably better suited to simple situations.

Apple’s FaceTime has made video communications convenient and simple to use. Video technology has dramatically improved; so it’s time for financial institutions to move beyond chat and offer video banking, true video banking. Read More »

Tags: , , , , , ,

Limited Collaboration Will Limit Career Growth

In his most excellent book Collaboration, Morten T. Hansen identifies several barriers to good collaboration. One of these barriers is cultural in nature and is called hoarding.

Hoarding is where an individual or team keeps knowledge to themselves. This means that others have to ask them to ask them to do something for them, or to they’ll tell them how to do it with minimal information. I am constantly surprised that when I share this barrier to collaboration with customers, how many of them look at each other and say “That’s Dick” or “That’s Jane.” It’s then followed immediately with “They call it job security.”

You’re Not That Important
In the words of my mother “Eat a Twinkie and get over it.”   Read More »

Tags: , , , , , ,

Cisco IT’s User Experience Playbook: Shared Goals and Accountability

When we talk about user experience (UX), we raise the importance of better UX design and a better user interface, along with the ability for us to make UX pervasive. What we’re really trying to establish, the bottom line, is a cultural change as to how we approach these priorities. How can we make pervasive UX part of our DNA and embed it in our operating model, enable innovation through continuous delivery in a way that surprises and delights our clients? In Cisco IT, we created a User Experience Playbook with the following five chapters:

Tags: , , , , ,

Five Strategic Insurance Business Imperatives for 2016

One of these days the ground will drop out from beneath your feet
One of these days your heart will stop and play its final beat
One of these days the clocks will stop and time won’t mean a thing

“These Days”, Dave Grohl, Foo Fighters

 As we kick-off 2016, the time is now for industry decision-makers to make a profound difference in the way Insurance business is transacted. Not just for competitive position, but for future generations, shareholders and most importantly, for the customer. Peer group competitors are formulating action plans now to address the most pressing tactical and strategic business imperatives across the enterprise for 2016 and beyond. Are you? Here are five top focus areas for 2016 that I am hearing from insurance executives across both Life and P&C:

  1. Digital Strategy
  2. Security
  3. Collaboration
  4. Talent Acquisition and Retention
  5. Business Outcome Approach

Read More »

Tags: , , , , , , , , , , ,