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Predictions for Customer Care in 2013 and Beyond

In the past year, we’ve seen how social, mobile and video have presented new opportunities to deepen the way companies and customers interact for more efficient and intelligent customer care. As we begin 2013, I wanted to offer up a few predictions on how technology innovations will continue to help organizations build strong relationships and better consumer experiences in 2013 and beyond.

This year, mobile and video will come together to simplify customer service interactions– As video is becoming commonplace, we’re seeing companies look for ways to bring in the right customer service expert instantly. Cisco is currently trialing technology to connect consumers with video experts via mobile devices both in-store or on the road. By pulling intuitive information based on location and what detail the customer has recently looked at on the web or mobile device, this technology will route customers to the right expert to help them get the additional detail they need in a simpler and more efficient manner. Imagine, accessing a paint or decorating expert with just one click in the paint aisle at your neighborhood hardware store or even while you’re outside painting your house.

In the next few years, marketing and customer service responsibilities will merge – Consumers are talking about brands all over the web in places like Twitter and Facebook, sites which have over 500 million and one billion active users respectively. Traditionally, social media has been owned by marketing but with people asking service questions in new social channels, companies will need to merge some of these responsibilities between the call center and marketing. Read More »

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5 Tips To Make Better Videos

Having trouble keeping your audience engaged in the videos you create?

I know that you may think it’s the audiences fault for not catching onto the content, but maybe there’s something more to it. It can be hard to admit, but often times it is not your audience that has a problem…it’s actually you (or the videos you create rather).

More often than not, we as filmmakers get caught up in the actual production of the video and fail to take a step back to identify the best ways to communicate with our audience. Traditional methods of making videos, coupled with technical information, can spell disaster for most viewers. If you’ve been guilty of this it’s ok, really, because in the following video I’m going to give you a few tips to get you back in the good graces of your audience.

 

  Read More »

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#CoxCiscoTV TweetChat at CES and #PersonalTV Instagram Photo Contest

Guest Blog by Sarah Evans, Social Media Correspondent

Sarah-Evans

Sarah Evans (@prsarahevans) is the chief evangelist at Tracky and owner of Sevans Strategy, a public relations and new media consultancy. She’s the author of new book, [RE]FRAME: Little Inspirations For A Larger Purpose (published by SlimBooks). It’s her personal mission to engage and employ the use of emerging technologies in all communication that connects her with a rapidly growing base of more than 120,000 people. A “for good” advocate, Sarah worked with a local crisis center to raise more than $161K in three weeks via social media and is a team member of the Guinness Book World Record holding #beatcancer. Sarah can be seen in Vanity Fair’s Americas Tweethearts, Forbes’ 14 Power Women to Follow on Twitter and Entrepreneur’s Top 10 Hot Startups of 2010.

For the past few days I’ve had the privilege of serving as entertainment services provider Cox Communications social correspondent at the 2013 Consumer Electronics Show (CES) and working very closely with the Cisco team promoting the personal TV experience. TV is everywhere at CES. And it’s right on par. Nielsen says that Americans are actually watching more TV than ever – about 34 hours per week, in fact.

Cox and Cisco have been working very closely this week with joint announcements on the personalized television experience. Working with Cisco, Cox evolved their video services platform to deliver more personalized video experiences, offering their customers more of what they enjoy. While Cox customers have been able to watch 90 channels of live, linear TV on an iPad for more than a year now, this new app – powered by Cisco’s Videoscape Unity software and technology – expands the service to iPhones and iPods, adding significant improvements in navigation. Learn more about the announcement here.

It’s hard to miss the focus on hardware at CES, specifically on size and sharpness. However, I think the real story about TV at CES is what’s happening on the backend. And what’s the big innovation? The personalization, synchronization and socialization of video, with personal on the forefront.

To keep the buzz around TV going I moderated a #CoxCiscoTV Twitter chat to talk more about the idea of #PersonalTV with Cox Communications and Cisco executives. Our Twitter lineup was made up of:

  • Len Barlik, EVP of Product Development, Cox Communications (@Cox_PR)
  • Martin De Beer, SVP of Video and Collaboration Group, Cisco, (@MartinDeBeer)
  • Nick Thexton, CTO, Service Provider Video Technology Group, Cisco, (@CiscoSPVideo)

Read More »

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How Cisco IT Manages UC and Video Services

Cisco IT is transforming itself to deliver IT As A Service (ITAAS), and this is changing the way we deliver all IT services internally, including our unified communications (UC) and video services. For the business, we offer transparent IT cost information and (over time) cost reduction, as well as the ability to re-use service components for faster delivery of new services. For our employees, we are making the processes for ordering and provisioning IT services fast, automated, simple, and consistent. This goal is particularly important for our UC and video services, which provide essential voice and video communications tools for our employees.  Read More »

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Cisco Behind the Scenes of AT&T’s New “Digital Life”

chowjBy Joe Chow, VP, Connected Devices, Cisco Service Provider Video Technology Group

Today Cisco announced the launch of a UL-certified, all-digital, wireless-based home security and automation service with AT&T Digital Life. Cisco built and will provide the Digital Life control panel and back-office provisioning and applications life-cycle management system, which allows customers to monitor, protect and manage their homes using a smartphone, tablet or PC. It launches in eight markets in March, and up to 50 by year-end. While broadband provider agnostic, the service uses AT&T’s nationwide wireless network.

The Digital Life controller uses five radios to control and manage appliances, lighting, and HVAC; remotely lock or unlock doors; even detect water leaks. In addition to the five radios, the controller includes an Open Services Gateway initiative (OSGi) software framework, Home Plug AV (to communicate with connected IP devices over the home power network), 24-hour backup, and advanced diagnostics. Read More »

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