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On Demand: Boost Revenue, Build Loyalty in Your Retail Venue

Cisco Connected Mobile Experiences is a new solution that helps enable retail organizations to use Wi-Fi location services to deliver engaging store experiences and generate valuable shopper insights. Our industry-specific webinars so far break down use cases for Connected Mobile Experiences for airports/transportation and retail..with  more coming soon.

Our latest CMX webinar on demand is specific for retailers: “Boost Revenue, Build Loyalty.”

View this 45-minute on-demand video webcast to learn how to captivate your shoppers with new mobile apps supported by Cisco Connected Mobile Experiences. Discover how real-time location intelligence from your wireless network can enhance customer loyalty, improve store operations, and help you:

  • Deliver a personalized in-store shopping experience that increases customer intimacy
  • Provide important information at critical purchase decision points Read More »

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Patient Experience – Top of the Mind for Healthcare Organizations

October 29, 2012 at 1:32 pm PST

Back in September, I had the opportunity to attend HIMSS APJC in Singapore and was really excited to learn more about the key trends in that part of the world, which houses some of the largest economies, populations, and economic growth.  After talking with several customers and listening to several panel discussions, one common theme kept recurring – patient experience.  It was my belief that patient experience was more of a USA hot-button as healthcare organizations in the USA are being forced by patient “consumerism”, whereby patients want their money’s worth and have a certain level of expectation.  I was surprised to learn that patient experience is more of a global trend and that got me thinking as to what exactly is patient experience and how healthcare organizations are addressing it.

After talking with customers on a world-wide basis, I have learned that customers really do not have a standard definition for “patient experience”.  In fact each one of them has a different interpretation and there are widely divergent views in the healthcare industry.  The 2009 HealthLeaders Media Patient Experience Leadership Survey — covering more than 200 healthcare CEOs, CFOs, COOs, CNOs, directors, senior vice presidents, and other C-suite high-ranking healthcare officials — found that 33.5% of respondents said the patient experience is their “top priority,” and 54.5% said it’s “among their top five priorities.” And most responders thought it would be a priority in the future as well: 45% said it would be their top priority five years from now, and 50.5% said it would be in their top five priorities. Read More »

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The Customer Experience: The New Gold Rush (Part 2)

In Part 1, I explained that both sides of the customer experience equation—what I am led to expect, and what I perceive I received—are both heavily influenced by today’s hyperconnected world. Let me recap briefly before I explain how we can approach customer experience in this new world.

Today, I can easily compare products across the globe—and get any number of reviews on your products versus any others. Perhaps even more influential are the social media networks, where those I listen to most—my friends—can quickly influence me and make or break your product. Read More »

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The Customer Experience: The New Gold Rush (Part 1)

There was a time when making good products was sufficient to succeed in the business world, but that is no longer the case. While making good products (or services)—things that people want and value, of a quality they expect and at a price point they are willing to pay—remains essential to the value proposition, it’s just table stakes today. What customers want are “experiences.”

So what is an “experience,” and why are customers’ expectations of that experience different from those of the past? Read More »

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Meet the “Collaboration Generation”

May 30, 2012 at 10:30 am PST

There are seismic shifts taking place in our increasingly connected society. Mobile phones and devices aren’t just for staying in touch—they’re instruments of commerce, learning and entertainment. Social networking sites are creating communities of interest around any topic you can imagine—and whatever you’re into, there’s an app for that. Video is everywhere. Not just in the board room and on the desktop but the office lobby, the medical center, the sports arena, even the bottom on the ocean. And perhaps most importantly, Read More »

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