Consider me a weekend warrior of the DIY home-improvement world. My projects are likely laughable (in scope and outcome) in the eyes of the professionals, but if that’s the case, they’re not invited to my next barbeque. So there.
Granted, I sometimes experience delusions of grandeur as I envision transforming my fixer-upper into a quaint Sunset magazine-worthy before/after feature. Norm Abram will never worry about me usurping his reputation, but I like fixing things when they break and looking at something I’ve improved and knowing I did it.
I can swing a hammer and even use a tile saw, but most projects involve a lot of learning and asking questions along the way. Sometimes that’s a bit of a process – finding the answers I need or the people who have them. Read More »
Tags: collaboration, Customer Care, customer collaboration, customer service, jabber, mobility, Presence, retail, store of the future, video
For me, collaboration in business is about people working together across functions and disciplines from the C-Level suite all the way down to the mail room. It’s about the experience. When people get intellectually and emotionally involved with others through collaboration, it’s that set of experiences, thoughts, and feelings that bond them together in a common cause.
More businesses are recognizing that critical relationships with both their internal constituents and external stakeholders—employees, partners, investors, media, and customers—are about the collection of experiences and touch points those audience members and key collaborators have with their organization. So, if collaborative relationships are a continuum of experiences, then it follows that businesses should optimize those experiences for maximum impact. To learn more about how the customer care industry evolved to focus on “the complete experience,” click here.
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Tags: customer collaboration, customer experience
As I’ve blogged recently, we are in the midst of a significant push in the UK contact center market. Customers, partners, and key influencers have validated that we have the right strategy, vision, and ability to execute to make a real change in the market. Coming out of my visit to the UK, are two articles published this week that do a great job of explaining how we are competing in the market.
First, Neil Davey in mycustomer.com, details a conversation that he and I had along with Andy Chew, one of our senior collaboration sales leaders in Europe. The full article/interview is here: http://www.mycustomer.com/topic/social-crm/ciscos-plots-aggressive-customer-collaboration-expansion-uk/133446#
Additionally, Alex Blyth in the lead story of “Fifty Reasons to Love Call Centres” a special supplement in Saturday’s London Times, outlined a number of changes in the customer service market, including our perspective that self-service should be used appropriately, but is not a catch-all for all customer requests. The supplement can be found Read More »
Tags: Cisco Customer Collaboration, collaboration, contact center, Customer Care, customer collaboration
As I mentioned in yesterday’s blog “Customer Collaboration Takes the UK by Storm”, a big part of my week in the UK was spent meeting with key channel partners. One of those partners, Touchbase, made it clear that they see the same changes that we’re seeing in the market. Formerly Avaya’s largest partner in the UK, Touchbase began seeing changes in the market a few years ago—so much so that they transitioned their business entirely from Avaya to Cisco.
Mike Danson, Managing Director of Touchbase UK, shared some thoughts with me in a short video here: http://communities.cisco.com/videos/8619.
Beyond the video, Mike shared with me the investments that Touchbase is making in being able to demonstrate Cisco Customer Collaboration to customers at its new Executive Briefing Center and also shared a quote from one of their clients, Irwin Mitchell Solicitors, a 2200-person law firm with more than 300 contact center agents on Cisco Unified Contact Center Enterprise. The firm’s Group Operations Director, Gary Jackson, said, “Our communication infrastructure lies at the heart of our business. It’s therefore crucial that we have the support of companies like Touchbase who can offer their expertise and knowledge to help ensure we can continue to grow.”
I also love to hear about customers and partners that are seeing success with Cisco solutions. That’s certainly the case with Touchbase, and I look forward to seeing more of that success as we continue to focus on the UK market.
Tags: collaboration, customer collaboration
I spent last week in the UK meeting with a host of customers, partners, consultants, analysts, and reporters. After a busy and intense week of long days (and a few evenings), I can say that I have never seen a market so ready for Customer Collaboration and for how Cisco is approaching this market.
Over the next several days, I’ll be sharing some specifics in additional blogs, but I thought I’d kick things off with a summary blog. Beginning with my first day of meetings, I was struck again by the enthusiasm of the Cisco sales teams for Customer Collaboration, reinforcing what I blogged about recently in “Cisco Customer Collaboration driving aggressively to #1.” The reporters I met with keyed in on important aspects of Customer Collaboration, including social media and cloud-based contact centers; they were also particularly interested in customer stories. I will be sharing more on my press interactions as articles are published in the coming days and weeks.
Speaking of customers, James Hughes, the global communications manager for our customer Investec, was very interested in Read More »
Tags: collaboration, customer collaboration