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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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What is Cisco IBSG? Find out more here!

July 23, 2012 at 8:26 am PST

Well, first of all, Cisco IBSG stands for Internet Business Solutions Group. IBSG is the premier thought-leadership group within Cisco when it comes to helping customers realize the benefits of the trends and advances in technology, networking and new business processes. Listen to one of the key IBSG leaders for Industry to find out more in the video.

The Cisco Internet Business Solutions Group (IBSG) is comprised of industry influencers and business strategists who have deep experience across multiple sectors and regions.  IBSG helps CXOs and public-sector leaders solve their most critical business challenges by developing strategic solutions based on business-process transformation and innovative technology.

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5 Predictions for the Future of Wi-Fi and Mobile

Wi-Fi has truly come of age as a viable means to connect mobile devices to the Internet. The past four blogs in this series have highlighted some of the key findings of a recent survey of U.S. mobile users by Cisco’s Internet Business Solutions Group (IBSG). Our survey uncovered some startling revelations about what consumers are doing on their mobile devices, how and where they are using them, and how they are connecting them to the Internet.

The majority of devices are now Wi-Fi-enabled, and the fastest-growing category is “nomadic” devices such as tablets and eReaders. We now need to speak of the “mobile home,” as the home is by far the most popular location for consumers to use their mobile devices. Surprisingly, Wi-Fi is the network connection of choice for most consumers for all of their devices, but they would like to see Wi-Fi more seamlessly integrated with mobile networks. When they are not at home, mobile users are increasingly expecting public hotspots to provide Wi-Fi connectivity to these devices. While service providers are beginning to realize that they need to deploy Wi-Fi networks, our research clearly shows that there are viable monetization opportunities in mobile data off-load, customer retention, and new and innovative business models.

While it is never easy to foresee the future, here are five predictions for key changes in the mobile industry over the next two years as an outcome of the Cisco IBSG research: Read More »

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Productivity Gains Through Culture, Visuality, and Collaboration (Part 1)

Collaboration is in vogue! Companies across multiple industries are implementing a variety of process changes, systems, and tools to improve collaboration among their employees.

While these companies recognize the potential of collaboration, most have captured and quantified benefits only in relatively mundane areas such as reduced travel costs and time-related savings. 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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