Last week, I had an opportunity to attend an event for small and medium-sized businesses. It was an amazing experience. The business leaders there shared a passion for their solutions and a desire to take their companies to the next level and “make it big”. In a technology-enabled world, the features and functionalities of a product or service typically do not provide a sustainable competitive advantage. It’s certainly possible to grow a company if planned well. So why do only a few small businesses succeed in “making it big”? What differentiates companies and how do certain small companies become large enterprises?
The answer lies in understanding the end-customer behavior of such businesses. Typically, small companies expand based on their initial customers, who become their “brand ambassadors”. This is especially true with social media. Typical buying behavior no longer depends only on a supplier’s marketing activity. It’s largely driven by word-of-mouth from happy or unhappy customers.
Total Customer Experience
Customers engage your business at multiple touchpoints – far more than ever before. And in the end, the total customer experiences across those touchpoints makes them happy or unhappy (Figure 1).
Figure 1 – Connecting the customer journey
The “Total Customer Experience” for a particular customer becomes Read More »
My grandmother, now eight years passed, used to tell the best stories about Vietnam. I remember one about my grandfather who wooed her with a popsicle on one of his early visits. In the incessant heat of a mid-1940s Hanoi summer, this was a feat of magnificent proportions.
But it would be rude to eat it in front of him, she thought. So she set the popsicle aside on a plate to save until after he leaves. When later she went to retrieve it, she would only find a small puddle and stick where her popsicle once was. Through tears, she chastised her siblings for coveting the gift from her beloved. Then someone explained the power of refrigeration to her, and that sealed the deal. She decided my grandfather was a man of the world and would make a suitable husband.
Ah, in the middle of Silicon Valley, there’s no greater love story than one aided by technology. So, I racked my brain to extract a good one for the amusement of my future grandchildren. Could the power of video collaboration be as heart wrenching as the power of refrigeration? Read More »
Cisco Live excited many delegates this year, and one of the highlights was the World of Solutions. “Only Cisco could pull this off” one delegate mentioned on Social media (#CLUS). There was an even stronger sense of confidence that Cisco was relevant to many industry verticals this year. The Industrial section of the ‘Cisco Campus’ showed off tons of new advances, and, for the first time, a small but important process industries (including Oil and Gas) booth opened up showing the services-based solutions Secure Ops and Collaborative Operations. Let’s talk about Collaborative Operations.
As you learn in the Video, Suresh Venkat speaks to the how Collaborative Operations goes beyond the ‘one-to-many’ collaborative solutions out there today, and provided a ‘many-to-many’ experience, that can be ‘always-on’ and people, data, and things can be brought into the session to create a more productive process (yes, that sounds a bit like the Internet of Everything – and it is an example!). Having that kind of capability can reduce downtime in, for example, the oil and gas industry, or or any industry that’s looking for a control room type environment to plan, monitor or react to situations and incidents or progress projects more rapidly.
The solution can bring in surveillance media, any endpoint audio including two-way radio, and integrate with mobile wireless collaboration devices like the Librestream camera he displayed. The ‘multiple-tile’ single-pane-of-glass approach demonstrated other integrations as well. Not only news feeds (useful for assessing situations from a news-media/PR perspective), but also feeds from SCADA data analysis systems like the BRS Labs panel Suresh shows in the video, and the Bit Stew analytics software visualization feed demonstrated live at the show.
As Suresh sums up “It’s all about getting the right people together at the right time with the right resources and make a decision in real time”.
“Drill, baby, drill” makes for an easy mantra when it comes to energy exploration, but the oil and gas (O&G) industry moved past simply drilling long ago with the introduction of digital information processing. For example, integrated production modeling was introduced in the 1970s. With the recent turmoil in the energy industry, the stakes are even higher for O&G companies to work smarter and more efficiently. Forward-looking businesses are making the transition to true digital transformation, which requires the adoption of the Internet of Everything (IoE)—the networked connection of people, process, data, and things—throughout the entire O&G value chain. According to a recent Cisco study, of these four IoE elements, essential “data” is the component most in demand—and the element that needs the most improvement.
Survey respondents identified “data” as the area of IoE they need to improve most to drive insight and value.
However, in many cases it’s not data that’s lacking; O&G firms are awash in data generated by sensors and machines spread throughout their far-flung operations. The struggle comes in capturing real-time operating data closest to the point it’s created, analyzing it in real-time and applying the results to improve functional and business capabilities. To capitalize on the wide range of data IoE generates, O&G firms must overcome three key challenges:
Automating the collection of data
Integrating data from multiple—and often far-flung—sources
Analyzing data to effectively identify actionable insights
If you don’t know about the podcast series, This Week in Startups (TWiST), hosted by my friend Jason Calacanis, it’s worth checking out. Jason is a legendary investor and media mogul who has his fingers in every part of the tech industry. Each week, he brings CEOs, business founders, venture capitalists, angel investors, and tech experts into his San Francisco studio to talk about the latest trends and happenings inside the world of Silicon Valley and beyond.
I first met Jason around 10 years ago in Los Angeles. We were playing poker at a friend’s game. His brash poker playing style matches his approach to investing: nothing ventured, nothing gained. But unlike his approach to prospective business ventures, in poker, Jason never met a hand he didn’t like.
Since I’m part of this little startup Cisco, I got to be a guest on the show last week, episode 552. Jason invited me on to talk about entrepreneurship and how it’s been finding its way into big companies. We covered it all – DIY video conferencing, our new business messaging app Cisco Spark (and how he thinks we can monetize it), why John Chambers gave me a job, our theories on mergers and acquisitions, how AirBnB is improving lives, Uber pooling, Luxe, and, actually, a lot more.