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Delivering More Personalized Customer Service

At Cisco Live, Hans Hwang, VP of Cisco Advanced Services spoke with Todd Walthall, Vice President, Digital Servicing Integration from American Express about how they are taking their customer service to the next level. By partnering with Cisco, American Express is piloting video chat capabilities in their American Express iPad application. With a push of a video icon button on an iPad, a video window appears, and a customer connects directly to a customer service representative to receive concierge service.

AmEx at Cisco Live 3c

Seeing this demo reminded me of a recent session I had the opportunity to attend where Rob Honts from Accenture presented on customer retention and loyalty, which is part of their annual Global Consumer Pulse Research survey. One of the key findings that Rob highlighted from the survey is that the number one reason customers stay with and switch their service provider is due to customer service. Not convenience. Not product.  Dare, I say it? Not brand. But customer service. Read More »

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CiscoLive – 25 Years and 25,000 People

We celebrated 25 years of CiscoLive last week in San Francisco, with more than 25,000 people attending (live) to learn more about the power of the Internet of Everything and the value it will bring for years to come.

My favorite part… a ‘dancing’ John Chambers as an intro and close to his opening keynote kicked off the event Monday afternoon.  He focused on IoE as a movement that will be enabled by Fast IT and that change is a constant in business.  He stressed that those who do not change fast enough will not survive.  And, he noted that only 24 percent of the Fortune 500 companies still reside on that list from just 25 years ago.

Rob Lloyd, Cisco president of development and sales, complimented John’s keynote with his own the next day, adding that FastIT is based on Application Centric Infrastructure (ACI) and Intercloud.

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Create Your Roadmap to Capitalize on the $19 Trillion IoE Market Opportunity

May 27, 2014 at 9:27 am PST

At Cisco, we say that the Internet of Everything (IoE) changes everything. We really believe it.  No other technology has been so pervasive or as rapid in its growth as the Internet—adding billions of new connections every year. But, the number of people and things getting connected isn’t what matters most. What matters most is the outcomes those connections make possible.

People use Internet connections to improve the way they live, work, and interact. Governments improve how they serve their citizens, and businesses use the information from all these connections to make better decisions, be more profitable, and innovate faster.

As our partner, we want to empower you with the information, resources, and technology you need to build your own IoE roadmap. The sooner you act to help your customers understand how to take advantage of IoE to bolster their competitive position and profits, the sooner you’ll establish your organization as an IoE provider of choice. Read More »

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Ciscolive! 25 Years of Networkers

CiscoLiveCisco hosted our first Networkers customer event, now Ciscolive!, 25 years ago.  Our first event was small with around 200 attendees focused on multiprotocal routing technologies.  This year more than 25,000 Cisco customers, partners, press, and analysts attended live in San Francisco, with over 200,000 participating online  with topics ranging from Intercloud, Collaboration, Security, and Application Centric Infrastructure (ACI) to Connected Cities with Smart Parking, Traffic Management and  Public Safety, Connected Transportation, and Connected Government driving mission success to protect, educate, and serve.

I attended my first Cisco Networkers event 20 years ago in San Francisco and have worked on many exciting initiatives during my career the past 2 decades.  The role of networking technology as a platform for the Internet of Everything continues to evolve and accelerate more quickly being adopted and deployed in countries and communities around the world.

The week kicked off with keynotes and demonstrations highlighting the advances in technology as well as the potential for transformation in business and public sector.

KeynoteHighlights included:

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Wrapping up Cisco Live 2014

May 22, 2014 at 9:24 pm PST

Wow! It’s been a big, big week. This was my first Cisco Live and it did not disappoint. With more than 25,000 attendees on site, I have never been involved in such a huge customer event. I am always excited to interact with our customers and partners, and there were so many folks to talk to at this event it was almost overwhelming! Still, we whittled it down to a few folks that can give you an idea of why they make the investment to attend Cisco Live. Take a look at this video to see what some of our partners had to say.

Again, what an event! Here’s a quick wrap up of the last two days of Cisco Live 2014. Read More »

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