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Imagine the Possibilities and Realize the Benefits of Organization Innovation in Financial Services

Geoff is the Lead for Cisco’s Business Transformation solutions for the Financial Services Industry in Canada. To read Geoff’s full bio, please click Here.

This is the first in a series of blogs where I will discuss the capabilities that are driving innovation in the design and structure of retail financial services organizations. These capabilities shape where and how work is done, how resources are allocated and positioned, where geographic expansion  is executed, how customer points of presence are designed and staffed and how workplaces are configured. In sum, these capabilities offer new ways to engineer retail financial services organizations, the service delivery models that are critical to superior client experience and highly productive and cost-effective operations. Organizations that embrace and implement these capabilities will have a significant edge.

Imagine for a moment that you and your executive team are working to establish a new upstart financial services firm in a market with established competitors.

  1. How would you shape and structure your organization, operating model and service delivery system so that your retail bank, insurance and wealth management businesses can effectively compete with the established players?
  2. What would you offer that would drive superior, clearly differentiated level of satisfaction to the point where more clients move their assets to your firm?
  3. What factors would influence and guide your organizing model? Also, what capabilities would be essential to win market share, enable cost effective expansion and growth?
  4. What choices would you make in terms of how you allocate and locate your critical knowledge experts to drive the differentiated level of service and simultaneously achieve high productivity and the requisite level of profitability?
  5. What infrastructure assets would you decide to own and operate within your organization, and which would you choose to have outside and provided by others?
  6. Finally, how much time and focus would you and your executive team place on those assets and capabilities that make these advantages possible?

These are a few of the decisions and choices that would be paramount to you and your executive team. Why? Because these decisions and choices will influence the success of your enterprise. Read More »

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BIG is bigger than us!

In late 2010, when Cisco began thinking about how best to respond to the Prime Minister’s call for corporate involvement in East London Tech City initiative, we quickly saw a great opportunity for us to contribute to a wider UK economic and social development agenda.

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Cisco Support Community Wins Stevie Award for Innovation in Customer Service

March 5, 2013 at 8:18 am PST

a2The Stevie Awards for Sales & Customer Service are part of an international competition designed to recognize excellence in disciplines that are crucial for business success. Organizations of all sizes from all over the world altogether entered over 1,100 entries for this year’s competition. Recently, winners of the 7th Annual Stevie Awards were unveiled at a gala ceremony held in Las Vegas, NV.

Among the lucky champions was the Cisco Support Community (CSC), which was awarded within the “Innovation in Customer Service – Computer Services & Software” category for its innovative web platforms and customer service offerings. Known for its creativity and high business impact, the community strives to leverage its software-enabled community capabilities, social media, mobile technology and open APIs to redefine the future of services. Their efforts have not only resulted in over $200 million a year in cost savings for Cisco through case deflection but also accelerated design and architecture with key partners.

Congratulations to the team and all 2013 Stevie Award winners for their commendable achievements!

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Innovations that Enhance the Cinema Experience

Have you seen a good movie lately? I have seen a couple – and I truly enjoyed the whole experience.

As a boy growing up in London, my parents taught me to appreciate the joys of cinematic storytelling. We would make the trip to the Odeon Cinema at Leicester Square in Soho, mostly for the viewing pleasure that we gained from their huge wide-screen 70mm film presentations.

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British Innovation Gateway (BIG): Now the hard work’s really begun…

March 1, 2013 at 10:48 am PST

It was only a year ago that we were all eagerly anticipating London 2012 in our role as network infrastructure supporter. It was exciting, at times daunting and – looking back – tremendous to be at the heart of bringing the Games to the world.

To quote Lord Coe at the closing ceremony, “we did it right.” In many ways, the end of the Games was actually the start for us. That’s why on the back of our success, I’m looking forward to 2013 with huge optimism. It’s time to make our Games legacy a reality.

Back in 2011, we pledged to support the development of Tech City in London and the Government’s wider UK growth and innovation agenda. So how are plans shaping up And how are we helping students to learn? How are we discovering and supporting entrepreneurs? How are we helping them to mature and grow their technology start-ups?

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