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The Customer is King at Cisco Live

Last week, I was at Cisco Live in Orlando, Florida where I experienced first-hand the magnitude of opportunity and marketing value that lies in interacting with the customer.

This year’s Cisco Live theme is “What You Make Possible,” and this relates well to today’s B2B marketers and their customers. The message that resonates with customers today is not what “we the company” do, but how we help our customers succeed and thrive long term. As marketers, this means exercising foresight on our customers’ behalf, as well as advocating near-term solutions to help drive their success.

As a marketer, implementing these B2B best practices is the best way to enhance this focus on customers: Read More »

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A Mobility Guide to Cisco Live! Orlando Part II

We’re just a few days away from joining the record-breaking attendance at Cisco Live! in Orlando!

It’s been a busy week with the Internet of Everything and Connected Mobile Experiences project launch in Nice, the SITA Air Transport IT Summit in Brussels, and the recent news that our very own Cisco Aironet 3600 Series AP is the first publicly announced WFA 802.11ac certified commercial enterprise access point–that was a mouthful! Next week is busy too: ISTE in San Antonio, HITEC in Minneapolis, and, of course, Cisco Live! in Orlando.

This is Part 2 of the Mobility Guide to Cisco Live! Orlando:  Whether you’re in person or not, follow the whole thread on Twitter at #CLUS and follow @Cisco_Mobility for specific coverage.

In part I of the mobility guide, I gave a laundry list of some very special mobility-focused sessions in Orlando–here they are split out by days, plus some fun activities you should make sure not to miss!

Monday, 6/24
8:00 am RF Standards Update, Brian Hart

10:00 am Beyond BYOD, One Policy, One Management, One Network, Prashanth Shenoy

10:00 am AND 1:00 pm CCNA Wireless, Master the 802.11 protocols, Jerome Henry

3:30pm Solutions Keynote: Enterprise Networking presented by Rob Soderbury [editor’s note: it’s MONDAY not Tuesday–corrected in the last post] Read More »

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The Evolution of Immersive Video in the Retail Bank Branch Series (2): Bring an expert to any branch

In the first part of the “Evolution of Immersive Video in the Retail Bank Branch” series, I discussed how the retail banking industry is currently undergoing organizational changes that are affecting customers’ banking experience, including the knowledge and interaction they receive upon entering a bank.

Through these new organizational changes, banks are integrating new technology as part of their business processes to attract the more tech-savvy customers that desire choices and convenience when banking. Through Cisco’s Remote Expert solution, banks can meet these customer needs while making their business processes more cost and time-efficient and improving the customer experience. The Remote Expert solution enables virtual face-to-face meetings with high-definition audio and video.

RE Expert

Through Remote Expert’s integration with Cisco’s contact center, retail banks can leverage their existing database of enterprise-wide, skills-based information on the organization’s experts and make it available to customers at any time during business hours. Remote Expert allows a customer in the branch to find the right banking expert to meet their needs, including inquiries about annuities or questions specific to mortgage brokers.

Not only does Remote Expert enhance the bank’s existing channels and provide convenience for banking customers, it also reduces costs for all parties involved. Read More »

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Customers Desire More Personal Service From Their Banks

Some might argue that retail banking is known more for its inconveniences than its convenience. As an example, the common term ‘banker’s hours’ is synonymous with “being open for the shortest and most inconvenient amount of time”. Despite that legacy, retail banks have made a concerted effort and real progress to extend services through various delivery channels to improve the retail banking customer experience.

Banks may have closed the customer service gap with other industries, but like other industries, must stay ahead of the consumer to deliver an experience that provides profitable value and differentiation. According to a recent report, what most customers want from their banks is greater access and more personalized experiences (in the form of advice, products, and services).

It’s not a surprising conclusion especially to the banking industry which has adapted a retail industry term – omnichannel – to describe the needed capabilities to deliver a consistent customer experience across all channels.

The Cisco Connected Customer Experience Report for Retail Banking – a global survey of consumers and bank professionals conducted in early 2013 – highlights the opportunities and the challenges that banking institutions face in meeting current and future customer expectations. Globally, consumers ranked Read More »

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MSE Blog Series Part 5: Revamping the MSE Licensing Scheme

In the last MSE blog, my colleague Lucy discussed wIPS as a feature of MSE Release 7.4. To further the conversation around Release 7.4, I’m going to describe the new licensing scheme.

We at Cisco believe strongly in the mantra of valuing customer satisfaction. Feedback we received on the Mobility Services Engine (MSE) licensing scheme inspired us to make the following adjustments in a new licensing scheme, which is available as a part of the MSE software release for version 7.4 along with Advanced Location Services:

  • AP-based licenses to align with Controller and Cisco Prime Infrastructure:  In the earlier releases, you needed to plan and try to predict how many Endpoints you expected on the network before buying the license. Now it’s easier to buy Location Services licenses by simply buying based on the AP count and what services from the MSE you anticipate deploying for your network.
  • Simplified WIPS SKUs: Adaptive wIPS licensing scheme was already AP-based so we just reduced the number of SKUs(1-AP, 100-AP and 1000-AP SKUs) for Local Mode and Monitor Mode licenses. Read More »

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