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Clearly Communicate, Closely Collaborate to Innovate

November 11, 2014 at 11:37 am PST

Innovation matters.
And innovation requires collaboration.
And collaboration requires clear communication.

Without clear communications, you open the door for all sorts of innovation-hindering situations: Miscommunications, misunderstandings, and misinterpretations. Errors, delays, and disagreements. 

forbes post 1c

Most of these issues are avoidable. And it doesn’t take magic. It’s actually pretty simple: Integrate video into your normal collaboration. There’s no longer a long list of reasons to limit video to the boardroom, executives, and special occasions. We’ve reached the intersection of low cost and high-quality.

The range of video options available now reaches from the pocket to the laptop to meeting rooms and all the way into immersive boardroom environments. Keep your fine tableware for holidays and special occasions if you’d like, but video no is no longer a special-occasion technology.

When it comes to technology, today’s reality brings video into reach across the org chart: high-quality video-conferencing equipment, simple applications, and powerful bandwidth. And on the (more important) human side of the equation, people are becoming more comfortable with video in their personal communications through consumer devices: smartphones, tablets. Read More »

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Another Milestone: Gartner Names Cisco a Leader in Telephony

We continue to evolve the ways we interact and communicate. Still, telephony remains a foundation element of business communications.  Even as we bring technologies into the collaboration mix, telephony is still a default option for many situations. It’s ubiquitous. It provides real-time, personal, human interaction that’s critical to communications with peers, customers, partners.

Given the importance of telephony, we’re always pleased when recognized for having powerful technology products. Continuing a history of recognition that goes back 12  years, Gartner named Cisco a leader in the 2014 Magic Quadrant for Corporate Telephony.  Gartner maps companies in the telephony space according to their “ability to execute” and “completeness of vision.” Cisco lands in the top-right of that grid.

Gartner 2014 Magic Quadrant for Corporate Telephony

Gartner 2014 Magic Quadrant for Corporate Telephony

Our unified communications and telephony products are the most prevalent of our collaboration portfolio. The core of our corporate telephony platform, Read More »

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7 Ways to Use Social Collaboration to Improve Efficiency and Drive Growth

Social - 1Imagine that all the knowledge held by your global organization was easily accessible and actionable by employees — anywhere, on any device, and at any time.

  • How much faster could you drive the outcomes that you and your customers expect?
  • How much more effectively could your employees perform their jobs?
  • How much could you reduce costs with a comprehensive strategy that includes internal and external communities?
  • How much could you increase customer wallet share and market penetration?

If these sound like areas you’d like to improve, consider these seven elements as you develop and deploy an enterprise social collaboration.

Employ a passionate, dedicated community manager. Managing a community isn’t a part-time, add-on responsibility. Community managers are more than policy enforcers looking for bad language or undesirable behaviors. Effective community managers lead, moderate, teach, support, write, advocate, design, and much more.  Considering the many hats that they must wear, select someone with the experience, energy, and credibility to wear them!  Read More »

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Effortless School Holidays Thanks to a Great Customer Experience

customer experience blog AJ 11_2014Last week I was at Westminster Central Hall in London for the EMEAR and UK&I Customer Collaboration Sales Summit.   It was great to hear about some of the successes that our partners and customer are having, and some of the new developments in Cisco Customer Collaboration solutions.

One of the highlights of the summit was listening to my colleague, Zack Taylor talking about customer experience.  He outlined some of the ways businesses are measuring customer satisfaction and building cross-functional programs in which the contact center plays a key role.  In his session, Zack discussed three popular metrics that business leaders are tracking:

  • Effortless Experiences: Proponents of the Low-Effort measure argue that customers will become loyal to companies that deliver low-effort interactions over those who strive to provide a dazzling experience but are more difficult to engage with.
  • Net Promoter Score: Developed by Frederick Reichheld of Bain & Company, the Net Promoter Score provides a simple way to measure a company’s performance. It provides qualitative data that can help companies improve their customer experience by assessing the willingness their customers to enthusiastically promote (or not) their product and services to friends, colleagues, or family members. Read More »

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A-E-I-O-U: The Nucleus of Video Collaboration

I’ve been on a journey with my team over the last 18 months to redefine our approach to video collaboration. Vowels form the nucleus of any word, so I call this the A-E-I-O-U approach as it represents the core principles of video collaboration.

Every product we introduced this year has these principles as its backbone. If a product idea doesn’t meet this requirement, it doesn’t even make it to blueprint. The feedback we’ve received from customers and partners tells me we are exactly on the right track.

So what does A-E-I-O-U stand for?

  • A – Affordable
  • E – Easy
  • I – Innovative
  • O – Outstanding Design
  • U – User Centric 

Sounds pretty rudimentary, but it’s not easy to do in reality. It’s like producing a performance engine that’s easy on the eyes with do-it-yourself sensibility, a bunch of really cool features and pragmatic pricing – all in one product. A handful of companies have been able to do this, and Cisco has joined that short list with our latest video collaboration products.

How do we know A-E-I-O-U is working?

Affordable: Read More »

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