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Cisco and Salesforce.com: IoE and the Next Generation of Customer Service

The networked connection of people, processes, data, and things that we call the Internet of Everything  (IoE) continues to increase its pervasiveness in the workplace and at home. As a result, business leaders are adapting to meet the changing expectations of the enterprise, their customers and the consumer market.

This isn’t the far-off future. It’s now. Organizations are revolutionizing business processes today. The Internet of Everything is dramatically impacting the performance of innovative businesses.

IoE is real and beneficial and can take many different forms, depending on the unique issues or opportunities facing an enterprise.

In a recent post, Chris Botting talks about how Customer Collaboration connects IoE to consumers.

I had an opportunity to really look closely at some of these impactful uses of IoE as we prepared for a two-day media, customer and partner event exploring tangible examples of IoE in action in Chicago last month. Along the way, I developed another perspective about business applications of IoE. In many cases, IoE becomes the Internet of Customers.

As a panelist at the event, Daniel Debow, senior vice president of Emerging Technologies at salesforce.com, provided great insight into IoE’s role in this amplified customer interaction.  He suggests that IoE is providing the roadmap of the next generation of customer service while transforming the entire service experience.

Daniel recognizes that behind every one of these billions of connected devices, there is a customer. In the real-world, Read More »

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Sports + Social Media = Massive Opportunities

I was at the SEAT Conference in Miami last week, and people are still abuzz about the recent World Cup. Attendees of the conference see engagement with sports fans as a top priority, and they know that Cisco has the most open, tailored and successful solutions to make that possible in venues around the world. The data below from Facebook and Twitter shows just how voraciously fans engaged on social media with regards to the World Cup.

Facebook

 

Twitter

As the world continues to become more “social” than ever before, teams, venues, leagues, and companies are working more feverishly than ever to capture the massive opportunity these sports fans present in the digital world.

Every conversation I had during the SEAT Conference validated that Cisco’s investments in Sports & Entertainment have positioned us to aid our customers to capture these digital fans. Over the past few years we have solved the problem of reliable and efficient high-density Wi-Fi, and live video streaming with minimal delay, and that is why our solutions are in more than 225 venues, and 30 plus countries, and have impacted hundreds of millions of fans. And with a proven platform in place, we are working with our customers to convert these more connected and immersive experiences into deeper levels of insight and engagement that drive impact, both on a personal level with fans and on the business side with sponsors and other associated partners looking to generate a return on their investments.

While many are looking at capturing the opportunities of the here and now, this is only the beginning.  The rapid pace of technology innovation mandates preparing for the future and as we visualize a world where everything is connected (Internet of Everything – IoE). This video series shows how Cisco and the NBA are already deep into this process. Check out the “One Bounce” video here.

As big data fuels deeper levels of fan insights, the future experience will be richer, and ultimately feed the insatiable hunger for information that these fans have already shown. Being a sports fan will be better than ever before, and Cisco will be right in the middle of making that happen.

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India: Transforming Promise into Performance

Seven years ago, many people (including my mother-in-law) thought I had made a career-ending decision to accept a high-risk assignment and relocate to India. My mission:  build from the ground up Cisco’s second headquarters, a Globalization Centre East in Bangalore focused on innovation, talent and partner development that envisioned 10,000 employees in three years, including the top 10% of worldwide talent. My charter included developing a world-class technology campus that also served as a showcase for incubating and advancing Smart City services worldwide, and to become the most relevant ICT company in India.

Was it the right decision?

Wim #1Although half a world away from Cisco’s corporate headquarters in the Silicon Valley, I thought the new job was still full of great promise. India was and still is the world’s largest democracy, had a growing talent pool, a zest for innovation, a co-operative government, aspirational middle class and a potentially huge economy purring along at 8% annual growth.

In four years, we partnered with national and local governments as well as an ecosystem of commercial businesses to architect and develop a fully networked campus.The Smart + Connected Community inBangalore integrated building systems with IT systems and applications onto one IP network, enveloped by artfully designed buildings and collaborative work spaces.

Today, the 1-million-square-foot Globalization Centre East campus employs more than 11,000 people, houses Cisco’s Research and Development, IT and customer support teams with the best talent in industry. The campus also meets my original charter Wim #2as the incubator for validating our industry-leading Smart + Connected Communities, especially Smart Cities, which today has projects on nearly every continent worldwide, encompassing more than 90 engagements.

All that has been extremely rewarding to see, but was it the right decision?

We achieved every critical objective except one: growing ICT technology throughout India itself. In my four years of living in India and after a number of subsequent trips revisiting there, I now realize that the promise and opportunity of India can be unpredictable.  After several years of nearly double digit growth, India’s economy spiraled down, experienced high inflation, a weakening rupee, allegations of government corruption and financial policy decisions that spooked the international investment community.

Read More »

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IoE Can Be Key to More Energy Efficient Colleges

July 28, 2014 at 12:58 pm PST

The Internet of Everything (IoE) is becoming more real than ever, particularly in education. As we begin to see this massive transformation taking place, schools for both K-12 and higher education are utilizing Cisco networks to run applications and pilot projects that benefit both the students and the faculty.  We expect to see more and more of these examples in education, specifically, as schools, colleges, and universities find new and different ways to leverage these technologies.

Schools and colleges have proven that initiatives around Bring Your own Device (BYOD) and Connected Learning are part of the bigger picture when connecting people, process, data and things. But what may not immediately come to mind is that IoE can drive energy efficiency for colleges.

On Tuesday, July 22, journalists and analysts heard from Chicago-based leaders in local government, public safety and education about the impact of IoE in public sector during Cisco’s two-day IoE and Innovation event held in the Windy City. Read More »

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The Internet of Everything in Business: a Roundtable Discussion

Yesterday afternoon, Cisco hosted an “Internet of Everything in Business” roundtable discussion--featuring executives from Stanley Black & Decker, AeroScout Industrial, salesforce.com and FH Celebration Health--which spotlighted how the Internet of Everything (IoE) is fueling transformative business outcomes and results … Today! In the session, our panelists discussed ways they are actually acquiring some of the $14+ trillion of global, private-sector value-at-stake estimated by Cisco to be available with IoE by 2022, and included real-world examples illustrating manufacturing and healthcare industry benefits.

Honing in on the panel portion related to my beloved industry, manufacturers are really leveraging IoT to improve operational efficiencies and productivity with reduced downtime, to accelerate to market faster and with new IoE-based Product-as-a-Service business models, and to drive more flexibility and agility into their supply chain operations, just as I’ve been referencing in recent blogs.

Yesterday’s panel representatives from Stanley Black & Decker and AeroScout Industrial provided highly repeatable manufacturing use case examples describing how they are already achieving benefits today, as well as helping their customers to capture value with IoE. Utilizing location based services, real-time productivity and work-in-progress (WIP) monitoring, manufacturing businesses are seeing a strong return on investment and improved safety and security in the workplace.

IoE MFG blog

Above, catch the roundtable--recorded live from Chicago--and learn amongst those IoE use case examples how Cisco Systems and AeroScout Industrial partnered to implement a productivity-and-throughput-driving solution at a Stanley Black & Decker (SB&D) plant in Reynosa, Mexico. And keep your eye on the Cisco IoE blog channel early next week for my deeper dive on that very real, high-impact, highly replicable SB&D customer case study. Thanks for reading!

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