We all know about the importance of knowing your customer needs, and focusing on the digital journey. But all too often, we overlook the content that customer experiences — and how well it pays off the journey. A few months ago at the Word of Mouth Marketing Association conference, I shared five steps to tune the customer journey and the content needed to support it. Here are some lessons learned (and what you can do to get started).
1. Build out customer personas.
The first step is to bring your customer targets to life. Who are your customers and what do they care about? What are their key go-to sources for web, mobile and social? The key is to understand the roles these target buyers play and the interplay within the purchase process. At Cisco, we started with three target personas for our Data Center buyers and did a deep dive into careabouts for CEO, BDM and Technical Influencer roles. Read More »
Tags: Cisco, content, customer journey, digital, digital strategy
The Internet of Everything (IoE) is poised to change the world with extraordinary, wide-ranging implications. IoE will forge a new economy that is bursting with new market and business opportunities. Read More »
Tags: blog, Borderless Networks, Cisco IT, cisco on cisco, cisco on cisco content, coc-ioe, content, Internet of Everything, internet of things, IoE, IoT, it content
NRF 2014 was held last week at the Javits Centre in New York City. It’s the biggest retail event of the year where vendors show off the future of the industry to all the delegates both using inspiring key notes and exciting demos on the Expo floors.
2014 and beyond:
It wasn’t too hard to identify that there were some common themes. On Tuesday afternoon I stood on the main Expo floor and just looking around I could quickly see the industry’s top of mind phrases and buzz words popping out:
“Omni channel”,”Onmianalytics”, “Predictive”, “Insights”, “Customer science and Analytics”, “Precise Location Matters”, “Analyze Decide”, “Mobilize”, “Mobility solutions”, “Big data”, “Customer engagement”, “Adaptive offers”, “Personalized customer experience”, “Customer Experience Analytics”
We certainly are entering the era where using data, analytics and personalization is no longer just an interesting notion or “nice to have” for retail -- it is now the KEY thing companies MUST do.
And a big common theme is that mobile is exploding and changing things rapidly, so retailers either need to keep up or inevitably fall behind their competitors. Read More »
Tags: adaptive offer, analytics, Big Data, Cisco, content, context, customer, customer science, data, engage, engagement, experience, Industry, innovation, Insights, location, mobile, mobility, mobilize, NRF, nrf14, omni-channel, omnianalytics, personalize, precise location, predictive, retail, revenue
Building our Cisco IT Elastic Infrastructure Services (CITEIS) has been a journey of planning, development, and deployment. Cisco customers will find the steps we’ve taken helpful in looking at their own plans for offering IT private cloud services.
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Tags: Cisco IT, cisco it elastic infrastructure, cisco on cisco, cisco on cisco content, CITEIS, cloud, coc-data-center, content, data center, infrastructure, private cloud, virtualization
My team maintains and supports Cisco IT’s internal implementation of the Cisco WebEx Social collaboration platform. Cisco employees use WebEx Social for internal collaboration and knowledge sharing in online communities, and as a central repository for documents, videos, and other information resources. Read More »
Tags: blog, Cisco IT, cisco on cisco, CITEIS, cloud, coc-data-center, content, data center, it content, virtualization, wxs