It seems like once a week I come across an article about how mobile devices will revolutionize customer care. To some degree, the articles all share a theme: “Make your life simpler with anytime anywhere access to… your bank, insurance provider, even a doctor.
These articles are chock-full of facts and figures. They tell us consumers prefer to access customer care via mobile devices. And they report that companies are in their infancy when it comes to implementing improvements to meet this demand.
(And can you believe it? I’m almost finished with the introduction and I haven’t dropped the most bodacious customer-care buzzword of all: omnichannel!)
So much has been written about omnichannel that I don’t think I can add much more. Other than: As a consumer, I want it! I want the consistent customer care experience that omnichannel promises as I move from one channel to another.
But if I’m being honest, what I really want is a complete end-to-end experience on whatever channel I happen to be on.
My options are limited if I’m logged into my banking app on my iPad and I need live help. I could use my phone and call into a queue, or request a call back, or maybe even start a chat session. But how is this making my life simpler? I still have to re-authenticate myself, maybe go through an IVR process, explain what I’m looking for… You get the picture. Read More »
Tags: Cisco, mobile, omnichannel, remote expert, uberchannel
An Unforgettable Experience
It’s 6 a.m. on a Saturday. Filled with excitement and anticipation, I watched as my hot air balloon, the last one in the bunch, inflated. Around me, one after another, balloons started to float effortlessly off the ground into the air. The Napa Valley’s sun glittered in the distant as my balloon finally took off. At 1,050 feet, some fogs rolled by, then I saw it: a shadow of my balloon in the fog encircled by a rainbow – see the picture above, top right. I quickly pulled out my iPhone 6, snapped a panoramic, and posted it on Facebook. It was the most mesmerizing experience ever, not just because of the experience itself, but also because I can share it with my families and friends via 4G LTE. However, 4G LTE isn’t just for smartphones.
Connecting the Unconnected
The world of things, a.k.a Internet of Things (#IoT), around us is connecting in ways beyond imagination. According to a November 2014 issue of the Harvard Business Review, “Smart, connected products are changing how value is created…(and) will affect the trajectory of the overall economy, giving rise to the next era of IT-driven productivity growth for companies, their customers, and the global economy.” For example, just-in-time inventory replenishment, powered by connected vending machines, enables one business to capitalize on OpEx savings and increase revenue per unit. Wireless monitoring allows an oil and gas company to quickly respond to pipeline issues in rugged, remote locations. Connected lightning empowers one smart city to reduce crime rate and improve its residents’ quality of life. Even one’s personal space, such as the home, is becoming more connected with the use of #WEMO products and smart devices integration (those coming to #CES, you must see the Connected Home demo). This Digital Transformation, powered by 4G LTE, brings about considerable improvements in the ways we work, live, and play. Read More »
Tags: 4G LTE, Cisco, IoT, IWAN, mobile, wireless
As the need for constant connectedness and mobility explodes, it’s becoming increasingly clear the collaboration market is taking off. We’re in a race to transform the way we work and communicate. We’re talking about a $53 billion opportunity, and it’s just beginning.
Building on our March 17 announcement of Cisco Spark, on June 1, we made a huge leap forward with the official acquisition of Tropo, a team that has built one of the world’s leading open communication platforms.
Since then, I’ve been happy to see the analysts and other industry experts embracing this move.
As Zeus Kerravala, founder and principal analyst with ZK Research, put it, “The company’s calling card has been its ability to leverage smaller purchases. It drops the talent and technology into the Cisco machine, and gains a market-leading or sometimes market-defining position from it.” (May 7, 2015, No Jitter)
Zeus is right. Tropo will allow us to define the external platform for Cisco Spark which will transform Spark from a standalone app into something much bigger – like a set of capabilities that a developer could add to other apps. But as partners, you’re probably wondering how Tropo fits into our overall strategy and what it means for you. Read More »
Tags: cisco live, cloud, mobile, Rosenberg, Spark, Tropo, zeus kerravala
Last week, we were thrilled to receive the news that Infonetics scored Cisco Policy Suite as a Leader in the Policy Management Scorecard. Cisco was one of only two leaders recognized by Infonetics in this space and was recognized for building “… up its position in the market rapidly after its acquisition of BroadHop, demonstrating strong momentum around policy virtualization.”
As the Cisco Visual Networking Index reports, there will be Read More »
Tags: #CLUS, Cisco, Cisco Policy Suite, Cisco VNI, connections, mobile, mobility, policy management, service providers
This post was written by guest blogger Wesley King, a business systems analyst at Cisco
The World is Flat, not a Flatscreen
I can’t deny it any longer. The apps on my mobile devices, and my social network living inside those apps, are influencing my behavior. In the case of disaster relief, at least, this influence is for the better.
While playing Words with Friends, I am asked to “Play to Help Nepal.” While paying my sister back for a Mother’s Day through Venmo, I notice my news feed has been taken over by @Possible (Possible Health).
“A 7.8-magnitude earthquake hit Kathmandu valley in Nepal. Donate $5 to Possible and help build back Nepal’s healthcare system relief efforts. http://bit.ly/possible4nepal“
A few taps on the screen and I watch my money move, along with relief workers, aid, and social awareness.
Read More »
Tags: Cisco CSR, corporate social responsibility, disaster relief, mobile, nepal