Gen Y has been a new breed of worker that transformed the business world from the moment they stepped through the door (in Converse and jeans, to boot). They are idealistic and digitally savvy; they value meaningful work and social media freedom; they’re hungry for interaction and thirsty for acknowledgment.
Fast forward to 2013 … Gen Yers are rising through the ranks and entering into management roles. They are poised to transform the business world yet again, but this time they’ll be making changes from the top and leading the workplace with collaboration and mobile technologies that have already proven integral to their daily lives.
As a collaboration connoisseur myself, I was excited to check out the results of a survey Cisco released today about one of the primary tech tools young executives will use to lead their organizations – business-class video. Some of the notable findings from The “2013 Cisco Global Young Executives’ Video Attitudes”survey are:
- Three out of five management-track Gen Y leaders will rely more heavily on business-class video during the next five-10 years.
- 87 percent of respondents stated that a company’s video investment would significantly impact their decision when considering job offers.
- 94 percent of those organizations with less than 400 employees value video as a way to break down language barriers in the increasingly global marketplace
This doesn’t surprise me at all Read More »
Tags: Cisco, collaboration, GenY, TelePresence, video
Have you ever put your car in for service and it came back with a ‘door-ding’, or some other damage? Now, to be clear you probably can’t be 100% sure it didn’t happen in a car parking lot, or was it kids being too rough with there toys? And where did that scratch come from on your newly delivered car -- was it already there? Who knows?
Well, if you were dealing with Mercedes-Benz Czech Republic (MBCR), you might find out! Located in Prague, MBCR employs 400 people, and sells, services and supports Mercedes-Benz vehicles throughout the Czech Republic.
Mercedes success story -- click picture to view pdf on Cisco Case Studies Slideshare site
The subsidiary was eager to maintain its excellent standard of service. One issue that was a constant source of customer complaints was vehicle damage. Customers were sometimes wrongly accused of damaging cars when the cars had been scratched or dented in transit. Damages could also occur in the showroom or repair center and be wrongly ascribed to customers. MBCR had an analogue camera system in place to cover these incidents, but the pictures that it produced were of poor quality. In many cases, identification of number plates and faces was not possible. Administrators also could not easily locate the footage that they needed, and recordings only stretched back two days.
After investigating various offerings, MBCR decided to select a Cisco® closed-circuit TV (CCTV) over IP solution from its trusted service partner Clarystone. Capable of monitoring multiple sites from a single location, the security solution allows administrators to:
- Access live video anywhere over the Internet
- Locate specific dates, times, or incidents in video archives in seconds
- Cost-effectively add new cameras and video storage
Exterior cameras film cars being loaded into the showrooms and record details of every number plate. If a vehicle is scratched in transit, the cameras record the incident. This arrangement helps ensure that customers are not wrongly blamed for the damage. Interior cameras film the reception, showroom, and repair center areas. Any accidents or incidents involving theft or vandalism are instantly captured. Customers who leave their vehicles for servicing or repair can rest assured that they are now covered for any loss or damage.
I asked Michael Klemen -- Cisco Executive Automotive Manager in Europe (EMEAR) where video was going in the automotive industry and he said:
“New digital tactics are becoming more important to the auto industry in all areas,. As this matures the appetite for video content is growing at an insatiable rate: Show it, see it while being connected is important – digital dashboards, I-Services Kiosks, configuration & visualization from Car Design to Sales, After Sales services is what everyone builds into the value chain today !”
Read More »
Tags: Automotive, car, customer service, ip video surveillance, mercedes, Mercedes-Benz, michael klemen, prague, video
Is interactive video an important business tool for your organisation? If yes, then read on.
Medianet is an architecture that Cisco often talks about and it seems like it’s been around for ages (well 5 years to be exact), but its true value is often obscured by complex diagrams and techno speak that Cisco engineers (like myself) love. So what exactly is the benefit of EX90 TE6 MSI firmware delivering Medianet metadata to an Access Layer Catalyst 4500? How does the combination of MSI, metadata, perfmon and Mediatrace save you time and money? Unless you have a degree in Cisco acronyms this might be hard to answer!
What I’m going to attempt in this short blog is to try and translate the Medianet architectural jargon into the potential cost savings that Medianet offers customers who deploy our video endpoints and applications over a Read More »
Tags: business video, Cisco, collaboration, enterprise networks, medianet, TelePresence, video
Are you familiar with the bank of yesterday? One where trying to meet with an expert can translate into being required to travel across town or deal with lengthy wait times and lines? Where it can take days and even weeks to receive and sign documents to close a mortgage or open a new account? And yet many other aspects of your life can be addressed from the privacy and security of your home, at a time that is convenient to you.
I suspect many have encountered these or similar frustrations while attempting to gain valuable advice and support from a financial expert at a bank. However, these are becoming issues of the past thanks to the emergence of the omnichannel banking model.
The bank of now is here. Customers may make their own choice of when, where, and how they want financial service interaction. The omnichannel model orients the bank to focus on the customer, independent of product or geography, enabling customers to connect with the right expert at the right time at their preferred channel. One key to executing this strategy is recognition that a bank has to go beyond yesterday’s multi-channel integration by leveraging technology to virtually connect customers with the people who are best suited to address their needs. To get started down the omnichannel path, Read More »
Tags: banking, branch, Cisco, customerexperience, Financial Services, omnichannel, video, wealth management
In part two of this three-part series detailing the “Evolution of Immersive Video in the Retail Bank Branch,” I looked at Cisco’s Remote Expert Solution more in-depth and discussed how the solution’s contact center enables virtual face-to-face meetings with high-definition video. By offering customers instant access to knowledgeable experts, even when customers are in remote areas, banks can provide personal service resulting in improved customer confidence in the relationship and greater loyalty. Now that we understand how the solution works, I’d like to take a deeper look at the solution in action and discuss how Remote Expert can meet customer needs in three key business areas.
Wealth Management Services
Remote Expert’s video sharing capability allows investment advisors to visually see the customers they are pitching new products and services to and helps them to gauge how to lead the conversation. In some cases, portfolios may be complex, especially when involving trusts, so video adds an additional medium in which to connect with the customer and explain the approach being presented by the wealth advisors. This is something that cannot be accomplished easily over the phone and traditionally has involved air travel to meet the customer in person. For ultra-high-net worth customers (> $2 MM), Remote Expert also provides a way for multiple advisors to join the conversation remotely to guide the client through the estate planning or wealth planning discussion.
Today, there are many mortgage programs and products available. In addition, many state and federal regulations exist as it relates to quoting and working with customers on mortgage programs. Video has been shown to be an effective way to drive additional understanding of those various mortgage products and a way to work with the customer through the pre-approval process and up to the point of underwriting. We are finding that banks are still opting for the traditional in-person closing process, but more and more institutions are experimenting with completing the entire mortgage process using Remote Expert and the available video capabilities it provides. Read More »
Tags: branch, Cisco, customerexperience, delivery channel, Financial Services, omnichannel, remote expert, retail banking, video