When was the last time you looked at your mobile device? Minutes ago? Seconds ago? We can’t seem to live without them, and in the consumer space, new mobile services are popping up it seems faster than your Twitter feed can handle. Below are mobile consumer services trends from the latest VNI Service Adoption Forecast (2012 – 2017) – you can see Mobile SMS, Mobile Commerce, Mobile Video, and Mobile Social Networking are on the rise, as is the number of devices per consumer.
Many organizations are looking for ways to leverage this upward trend in mobility and innovative mobile services for business benefit – whether it be for increasing customer satisfaction and communicating how the general population wants to receive communication, or offering Wi-Fi so users are able to consume the mobile services they want.
Cisco has made a big investment in mobile location-based services (LBS) over the past year with the introduction of the Connected Mobile Experiences (CMX) solution. CMX enables mobile users to adopt new innovative mobile services with an added benefit of relevance. Businesses can conduct mobile commerce, send texts, extend mobile video, or integrate mobile services with social media now based on the user’s location. Read More »
At Cisco, we’re committed to evolving and enhancing the collaboration user experience -- connecting you to the experts you need, regardless of location. But user experience goes beyond that. It’s also thinking about ways to delight you -- with a simpler AND superior user experience. Whether that’s with high-definition voice and video on “every pane of glass”, to sharing content in meetings using your device of choice, to bringing the worlds of personal mobile devices and corporate IT owned and managed closer together.
Given the proliferation of mobile devices that have entered the workplace, you probably don’t find my comments around a focus on user experiences for the mobile worker too surprising. However, what I think might be surprising to you is that we’re placing an equivalent level of commitment to drive innovation on user experiences for the worker at the desk.
Why would we do this? I’ll tell you. Consider primary research we commissioned this past summer of 2300 global enterprise and mid-sized company end users and decision makers. The study indicated 70% of users work primarily from a desk 4-5 days per week. Read More »
The We’re Listening blog series has tracked some of the new programs and capabilities Cisco is introducing to make it easier to do business with us. The corporate Ease of Doing Business (EoDB) Program drives many of these improvements, so I’ve invited EoDB executive lead (and Cisco EVP of Operations) Randy Pond to discuss some of the accomplishments and upcoming plans that will make it easier for our customers and partners to do business with Cisco. Among those are:
Improvements to software licensing, including big changes to the product license registration page that allow customers to complete more self-service licensing transactions, and the roll out of the new Cisco Software Central portal, a one-stop shop for all your software licensing needs
Creating a more consistent negotiation and deal approval process globally
A renewed focus on our partners’ experience
Stronger focus on the role of User Experience design and philosophy in every Cisco product, policy, and process.
By Guest Contributor Randy Pond
We’ve made it no secret that Cisco aims to become the #1 IT company. And while our development teams are hard at work to bring you exciting new technological offerings in software, cloud and security, there’s another critical piece of the equation – delivering an exceptional customer experience. This is a huge priority for John Chambers and the entire leadership team, and it boils down to consistency and simplicity. Over and over again, I’ve heard customers say that doing business with Cisco can be a mind-warp of changing policies, too many steps and new obstacles to deal with. This has to change. Today, we have teams across every function at Cisco concentrated on finding and making the changes that will have the biggest impact on your customer experience. Read More »
Cisco IT has always encouraged employees to use the tools that help them work most efficiently from anywhere on any device.
As the range of IT services we offered has increased, we noticed that the process of acquiring the various tools became complex and confusing. We had a number of different internal sites (aka “stores”) within Cisco, each offering different systems for employees to request services. This complexity impacted the user experience and productivity of these employees.
In order to simplify the employee experience with Cisco IT, we made the decision to consolidate all these different systems into a single online service catalog – effectively a unified e-commerce storefront for our IT services – where our employees could find services they needed to do their jobs.
We thus created Cisco IT’s “eStore”.
Our goal was to improve employee satisfaction, decrease support costs, and increase employee productivity. We had to find a way to increase adoption and transparency of our existing IT services.
Cisco IT knew that a platform to consolidate these services into one unified service request system could be built on top of Cisco Prime Service Catalog, our own end-user portal and service catalog solution. This solution provides enterprise IT management capabilities that enable entitlement, approvals, service taxonomy control, and even chargeback.