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.
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 »
First we rolled out the MSE tech blog series to give our customers an in depth look at the various features of the location-based technology behind Cisco’s Mobility Services Engine (MSE) and Connected Mobile Experiences (CMX) solution. Now, we’re kicking off a CMX Techtorial video series to provide a visual and helpful walkthrough of how to maneuver and get started with CMX and location-based services.
First up, we have the charismatic Darryl Sladden, Technical Marketing Manager for CMX, taking us through CMX 7.6 Analytics. In this quick video, Darryl will cover:
What is CMX 7.6 Analytics?
What is the analytics dashboard?
How do I visualize dwell time, heat maps, device density?
What kinds of reports can you get with CMX 7.6 Analytics?
Not all corporate videos are created alike so I will break the discussion down into different categories of video. Additionally I will give a range of costs in US dollars with the core assumption that professional resources (aka people and equipment) are being used and any travel expenses are separate. All videos are no more than about 5 minutes in length.
Keep in mind that if you can get Joe in the Marketing Department that has a video camera and can edit to help for free that does not mean the cost of the video is free. There is an intrinsic value in Joe’s time, expertise and the use of the equipment.
Category 1: A basic talking head video. Example:
The first category is a basic video with just one person talking to the camera. No script, no graphics and little or no editing. Can be done with a cell phone for a cost of $0 but quality could be an issue. At the other end of the range would be a camera crew of 1-2 people to setup a camera with nice lighting, maybe a teleprompter, and an hour or two of editing out the mistakes for a cost of up to $2,000. So, a Category 1 video has a cost range of $0 to $2,000.
Category 2: A basic 1-2 person video with limited graphics. Example:
Add some basic graphics and perhaps a second person to the Category 1 video and you have increased your costs slightly. Now you must do some editing to insert the graphics or do the taping with more elaborate equipment to “switch” in the graphics. If the two people are on camera together then quality sound is an issue that might require 2 microphones and an audio mixer. If the people are taped separately then more editing is required. Cost range $1,500 to $4,000.
Category 3: A basic scripted video with narration, on camera talent and limited graphics. Example:
Category 3 takes the jump into simple scripted videos. Perhaps it is an internal training video or a product overview. You have 3 core costs: script, 2-3 person video crew and editing. There are a lot of variables such as non-professional talent vs. professional actors, professional scriptwriter vs. in-house writer and the numbers of days and locations for taping. Typical cost range $5,000 (non-professional writer and talent) to $25,000 (professional writer and talent).
Category 4: Testimonial or success story. Example:
Category 4 is the basic testimonial or success story. The core expense is the on-location tapings with an experienced video crew that can setup quickly and not be too invasive. Selecting and editing the comments into a cohesive story can be time consuming. Typical cost range $15,000 to $40,000 (remember that travel expenses are not included in the ranges).
Category 5: A complex scripted video with narration, graphics and on camera talent. Example:
Category 5 moves up the scale to create a more engaging or fun video. Perhaps it is a marketing video or something motivational. Costs include: professional scriptwriter, actors, 3-4 person video crew, professional graphics and/or animation and editing. Every component becomes more critical in this type of video and lack of quality in any component can hinder the effectiveness of the video. Typical cost range $30,000 to $70,000.
Category 6: A complex scripted video with an analogy, motion graphics, and complex location video shoots. Example:
Category 6 pulls out the stops to create a visual experience. The script must be more precise and visual. The video crew and type of equipment required is high end. Editing becomes much more expensive to incorporate the graphics. Typical cost range $50,000 and up.
Of course not everything fits into these neat categories but this can help identify a budget and frame the discussion with your video production resources. Good luck….
Written By Ken Morse, CTO, Connected Devices, Cisco
One of the unmistakable trends happening in consumer electronics is the steady and seemingly unstoppable rise of ARM-based chips as the norm in all kinds of gear, and particularly mobile devices such as tablets, and smart phones.
It follows that ARM-based silicon is favored in the mobile environment because it’s designed to work in smaller and smaller form factors, with keen attention to power conservation and heat mitigation. Similarly, we are now seeing a trend of ARM-based designs taking hold in Customer Premise Equipment (CPE) such as set-tops and gateways.
(And after all, what’s the difference between an IP set-top box and a tablet? One has a wire that goes to the TV, essentially.)
The “keeper,” if you will, of Linux distributions for ARM-based silicon is The Linaro Foundation. Which is why you might have seen news (if not, click here) about us and several others, Read More »
The event itself attracted 17,000 visitors and 1,700 participated in the Congress, listening to over 100 speakers – both areas attracting more people than last year – this is indeed a growing show!
Cisco was well represented in panels and speaking sessions throughout the event, with Alon Bernstein´s talk on virtual CMTS’, Yves Padrines’ panel on Connected & Smart Homes – which was very well attended in spite of taking place on the last afternoon – we counted over 300 people! And of course my own involvement on a panel to discuss how Cloud is key to keeping service provider’s competitive against new players such as the Over-The-Top (OTT) providers.