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Interaction Technology: Neutralizing the Barriers of Time, Location, and Staffing Levels

In my last blog, I continued the discussion about the 24-hour bank and how banks must transition from the physical business model to the digital business model. As part of my series on the 24-hour bank, this post builds on the question of how banks could begin to develop the capabilities, enabled by technology, to address the operational and logistical challenges inherent in operating in a customer-driven 24-hour world.

First are the factors that shape our existing banking distribution model: the traditional route to market and how clients connect and interact with their bank. Starting with branches, the traditional distribution model has evolved with the development of technologies such as the telephone, ATM’s, and the Internet. While these technologies provided increased options for clients to interact and transact, they were still affected by constraints of the existing operating model– the availability of bank staff with the requisite skills.

How so? Contact centers, telephone, and online banking required a shift in staffing models to enable customers to interact and transact outside of the normal work day. ATM’s began to allow customer self-service for certain basic transactions at any time of day. Collectively, these technologies extended operating hours for clients, but services were limited due the fact that the expertise required for more complex services were still unavailable outside the traditional workday. Read More »

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Our Week as Video Broadcasters: 5 Insights

In mid-May, we told you about our plans to broadcast live keynotes from Cisco Live  on Cisco.com, specifically from our home page.

Well, we did it. For four days, May 19-22, our live video coverage on our home page included:

    • John Chambers keynote
    • Rob Lloyd keynote
    • Industry keynote — IoT
    • Guest keynote — Sal Kahn from Kahn Academy

Here are a few snapshots of what it looked like:

cisco live day 2a

cisco live home page_mobile

Now that the event is over, what did we learn — and where do we go from here?

  1. Video is engaging. Over 7,000 people clicked on the spotlights to view the live streaming videos in just four days.
  2. Video and screen size matter. The larger the screen, the longer the attention span. We delivered a fully responsive experience across PCs, tablets, smart phones and connected TVs and were able to track the attention span accordingly. It was the greatest on PCs (29 minutes), followed by tablets (12 minutes) and phones (8 minutes). There was a single view on a gaming console that lasted 28 minutes.
  3. Video needs to be purpose-built. Personalization is key to increase engagement opportunities. Video is no different. It needs to create mutual value between the viewer and the business.
  4. Video needs to be a priority. Partnerships and prioritization across IT, user experience, digital strategy, analytics and video teams are crucial to the success of your overall video strategy. The whole is greater than the sum of all parts.
  5. Video requires innovation. We plan to explore new and exciting ways to leverage video on our Cisco.com homepage — and pull cross-functional teams together to help us test, experiment and innovate.

 What are your discoveries around video? What have you found works and doesn’t work?

 

 

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Explosive Growth in Mobility and Location-based Marketing

lbs1

It’s exciting to watch the explosive growth of mobile and hyper local based services. Mobile location based services and marketing is rapidly becoming BIG business, with an estimated $4.5B of mobile advertising being location based (rising to over $10B by 2017).

Let’s look at some of the fundamental factors, drivers and numbers behind this growth to put it into context. Read More »

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How are You Sprucing Up Your Digital Strategy for Spring?

It’s springtime…typically the time of year when you need to purge your house of all the clutter that’s accumulated during the winter. At the same time, spring always reminds me to do some extra sprucing up around the Cisco digital house — and start checking it from top to bottom with renewed vigor.

So I took stock recently and was pleased to see all the heavy-duty spring cleaning improvements we’ve made of late. Here’s a sampling, plus some tips on how to approach your digital spring cleaning regime:

Leverage data and insights.

We took a recent look at the traffic patterns on our Cisco.com menus. The majority of visitors to the “Products and Services” menu were gravitating to a subset of items. So we took the opportunity to do some clean-up and make that menu more readable by eliminating items with low traffic.

For more details on this change, see our blog: “A Simple Update to Our Cisco.com Menus”. Read More »

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10 Cool Mobile Apps from Cisco You Don’t Know But Should

April 18, 2014 at 4:40 pm PST

How many apps do you have on your mobile phone or tablet? Too many? Do you use all of them? If you do, you’re in the minority. 22% of people use an app only once after they have downloaded it, according to a study by Localytics.

iPhone Apps

My own iPhone is full of apps,  some of which I rarely use — but also some tremendously valuable apps that I use multiple times daily.

When apps first came out, we all rushed to download as many as we could, to see what they did. Alas, many of them were ‘duds’ from the start, or lost value over time, so we abandoned them rather quickly.

Companies did the same. They (we) built plenty of apps, perhaps to experiment or capture a new capability, or to address a new audience or market segment. Cisco built more than 120 customer-facing apps and more that 50 apps for employee self-service. [That's too many!] Some of those apps were light on features, some were initially great but were later superseded by better apps, and some stand out for the recurring value they create.

Nevertheless, everyone is fighting for space on your device with the latest app and features.

I try to update my apps on a regular basis and remove any that I haven’t used in a while just to eliminate the noise and clutter on my device so I’m not scrolling through unused apps.

Cisco has quite a few great apps – below are 10 cool apps that I think you should consider downloading:

App

Description

Platform

User Rating

WebEx App

Cisco WebEx Meetings is an online meeting app; you can join Cisco WebEx online meetings right from your mobile screen and stay connected to important meetings, wherever you are.

iOS | Android | Amazon

4+

#1 Most Popular Cisco App

3D Interactive

Cisco 3D Interactive Catalog allows you to interact with Cisco products in 3D -- rotate them around, explore features and learn about the key technologies that deliver Cisco’s competitive advantage.

iOS

4+

#10 Most Popular Cisco App

Cisco Prime

Cisco Prime allows you to monitor and troubleshoot network issues anywhere, anytime. It helps organizations simplify network management, deliver predictable services and lower the total cost of ownership.

iOS

4+

Cisco Proximity

Cisco Proximity allows automatic pairing of a mobile device (smartphone or tablet) with Cisco room-based video collaboration endpoints when they come within proximity. Content shared on video endpoints can be viewed on your mobile device.

iOS

4+

#3 Most Popular Cisco App

Cisco Jabber

Cisco Jabber is a collaboration application that provides presence, instant messaging (IM), voice, voice messaging, video, voice messaging, desktop sharing and conferencing.

iOS | Android

4+

#2 Most Popular Cisco App

Cisco Binary Game

Cisco Binary Game app is a fun way to learn the binary number system. It has been played more than a million times all over the world.

“Great tool… This is a great and fun tool for developing proficiency in binary calculations.”
- DaMotif8er

iOS

4+

Cisco App

Cisco (Marketing) App allows you to connect and collaborate with Cisco to get the latest news and promotional offers, find events and Cisco partners in your area, search for content, play our latest videos or podcasts, receive current security alerts, advisories and responses or find support.

iOS | Android

4+

#6 Most Popular Cisco App

Cisco Well Magazine

Cisco Well Magazine is an interactive magazine that offers in-depth information highlighting technology advances in healthcare through reports, relevant case studies, video and more.

iOS

4+

Cisco VNI

Cisco VNI provides global, regional, and select country-level forecast projections and data based on Cisco’s Visual Networking Index (VNI) Forecasts. Cisco VNI Forecast data is updated annually and covers a five-year forecast period (currently 2012 –2017) focused on mobile and fixed IP network traffic growth, trends, and service adoption.

Google

3.5

Cisco Technical Support

Technical Support app provides access to comprehensive Cisco technical support content, including support contract management information, leverage the communities for collaboration and share documents about configuring and troubleshooting Cisco products and solutions.

2012 Web Marketing Association Best Advocacy Mobile App award winner

2012 Forrester Groundswell B2B Mobile App award winner

iOS | Android

4+

I think: you can’t go wrong with these 10.  Try one or try them all.  Or, you can check out all of the Cisco apps available.

Let me know which apps you like from the Cisco catalog.

Also feel free to shine a spotlight on little-known business, tech, news, and productivity apps you find especially helpful, interesting, or just plain cool (bonus points if they’re not well-known!).

 

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