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The We’re Listening Blog Series: Sharing Customer Experience Best Practices at the Walker B-to-B Customer Experience Summit

This month, I’m excited to welcome a very special guest author to the We’re Listening blog series. Joe Pinto is Senior Vice President of Cisco’s Technical Services group, with responsibility for a wide array of programs that support customer experience excellence at Cisco, including technical assistance, onsite and spare part logistics, certifications including CCIE, and technical support resources. Throughout his nearly 24 years at Cisco, Joe has championed the customer experience in all aspects of Cisco’s business. He also initiated and continues to sponsor an Ease of Doing Business (EoDB) program within Cisco, with a cross-functional group that is dedicated to improving the end-to-end customer and partner experience.

Joe recently gave a great keynote address at the Walker B-to-B Customer Experience Summit that talked about how companies can improve EoDB for their customers and partners – I’ve asked him to share some of those thoughts here, as well as his overall takeaways from the conference. Read on, and don’t forget to comment with your thoughts and questions for Joe.

jpinto By Guest Contributor Joe Pinto

Last month, I delivered the keynote at the Walker B-to-B Customer Experience Summit. At the event, Walker announced the findings from their latest case study The Value of Making it Easy. Given this focus, it was a great opportunity to share Cisco’s approach to improving Ease of Doing Business (EoDB) in the customer and partner experience.   Read More »

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The We’re Listening Blog Series: Transforming the Partner Experience with Cisco

The “We’re Listening” blog series has always focused on what Cisco is hearing from both our customers and partners, and the improvements we’re making to the customer and partner experience. However, the partner experience deserves unique attention for the critical role that partners play in our business ecosystem.

Within Cisco, we have a huge focus on the Partner perspective and how to optimize success for our partnerships. As Vice President of Cisco’s Worldwide Partner Organization, Maria Cannon is responsible for the strategies that develop and enable Cisco Partners.  I’ve asked Maria to join us for an expert view on what defines a successful partner engagement, and what Cisco is doing today to transform the partner experience for greater success for both our partners and end customers. 

Maria Cannon_Cisco_April2013 By Guest Contributor Maria Cannon

Partners are a key part of Cisco’s strategy to deliver successful outcomes for our end customers. Cisco depends on a global network of Partners to provide scale, skills, and capabilities at both local and global levels. Attending partner events around the world, including the recent Partner Summit in Las Vegas, Nevada, I have the fortunate opportunity to meet and speak directly with many Cisco channel partners.  While the details vary, the general theme coming from these conversations is the same: customers are evolving their business models and have new technology requirements aligned to whole business solutions. Read More »

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