Accelerating organic growth across segments, products, and services is a prime objective for today’s banks. The rubber often hits the road with the account opening process. And that process can go flat, especially when a customer runs into difficulties that cause it to breakdown creating an undesired customer experience. Cisco and Ignite Sales know that those potholes can be avoided and that’s why we recently teamed up during the Save the Bank Challenge Technology Showcase at the American Banker Digital Bankers Summit, in Los Angeles, CA and demonstrated how cross-channel account opening is a core element of an engaging customer on-boarding experience.
Customers who have a great on-boarding experience are inclined to consider additional products or services from the bank and the best time to capitalize on this opportunity is at the point of sales, when they are already buying. With the Cisco and Ignite Sales solution, banks have an opportunity to make account opening the centerpiece of a compelling customer acquisition strategy. Our ‘Save the Bank’ demonstration showed an Omnichannel account opening process that closes the gap that all too often exists between digital channels and in the branch. Read More »
Tags: banking, Cisco, connected mobile experience, cross-channel, customer experience, Financial Services, mobile advisor, omnichannel, video
In mid-May, we told you about our plans to broadcast live keynotes from Cisco Live on Cisco.com, specifically from our home page.
Well, we did it. For four days, May 19-22, our live video coverage on our home page included:
- John Chambers keynote
- Rob Lloyd keynote
- Industry keynote — IoT
- Guest keynote — Sal Kahn from Kahn Academy
Here are a few snapshots of what it looked like:
Now that the event is over, what did we learn — and where do we go from here?
- Video is engaging. Over 7,000 people clicked on the spotlights to view the live streaming videos in just four days.
- Video and screen size matter. The larger the screen, the longer the attention span. We delivered a fully responsive experience across PCs, tablets, smart phones and connected TVs and were able to track the attention span accordingly. It was the greatest on PCs (29 minutes), followed by tablets (12 minutes) and phones (8 minutes). There was a single view on a gaming console that lasted 28 minutes.
- Video needs to be purpose-built. Personalization is key to increase engagement opportunities. Video is no different. It needs to create mutual value between the viewer and the business.
- Video needs to be a priority. Partnerships and prioritization across IT, user experience, digital strategy, analytics and video teams are crucial to the success of your overall video strategy. The whole is greater than the sum of all parts.
- Video requires innovation. We plan to explore new and exciting ways to leverage video on our Cisco.com homepage — and pull cross-functional teams together to help us test, experiment and innovate.
What are your discoveries around video? What have you found works and doesn’t work?
Tags: Cisco, cisco live, digital, home page, video, web
Wi-Fi roaming is often a tumultuous subject. The crux of the issue is, with Wi-Fi the roaming decision is left to the client.
In the recent years, there have been great strides in improving Wi-Fi roaming with the creation of standards-based roaming technologies. Cisco first pioneered fast roaming many years ago with CCKM (Cisco Centralized Key Management), which was the foundation for 802.11r. 11r which was ratified by the IEEE in 2008, allows for fast roaming, even on a secure 802.1X SSID. With 802.11r it is possible to roam without disruption during a voice or video call.
While client support of 802.11r is largely lacking in the laptop space, there is large support in the smartphone realm. Apple iOS devices have supported 11r since iOS 6 (http://support.apple.com/kb/HT5535). The recent Samsung smartphones, such as the Galaxy S4, S5, and Note 3, also support 11r.
Note: Some non-802.11r clients can react adversely when connected to an 11r WLAN. The current recommendation from Cisco is to have a separate WLAN for 802.11r clients.
802.11k is another amendment from the IEEE that helps to improve roaming. 802.11k provides a whole slew of information to the client, which allows the client to understand the RF environment and make an informed roaming decision. This information can include channel load and AP neighbor lists.
11r and 11k help, however, that does not mean the infrastructure is irrelevant in the roaming picture. With the help of a model train, we did some testing to figure out just how much impact the infrastructure could have. We compared Cisco to one of our competitors, whom we will call Vendor A.
This video summarizes the results and shows the train in action, or continue reading for more details:
Read More »
Tags: 11r, 11x, 802.11, 802.11k, 802.11r, 802.11x, access point, AP, channel, channel load, client, dbm, device, infrastructure, rf, roam, roaming, roaming decision, RRM, SSID, standards, statistic, technologies, technology, transit power, video, Voice, wi-fi, wifi, wireless, wlan
As I wrapped up my monthly forecast call last week, it struck me just how drastically work has changed in the last decade. It was 10 p.m. and I was in my hotel room in Macau, face-to-face with sales team leads in Singapore, the U.K., Switzerland, and the U.S., over video. Ten years ago, mobile phones were just phones, and for many, the office was where you met with co-workers and got your work done.
Today we’re mobile. Our workforce is globally distributed. Deadlines are shorter than ever. We need to make decisions faster. With multiple generations in the workforce, we must accommodate a wide range of behaviors, outlooks, expectations, and work styles. To stay competitive, we need to look beyond commute distance to find the best talent.
I’ve said before that embedding collaboration technology into workplace design is critical to the success of any workplace transformation effort. Our activity-based work spaces must give employees secure, seamless access to the information they need to get their jobs done. But this must also extend beyond the walls of our offices so we can collaborate no matter where we are – at home, at a customer site, inflight at 30,000 feet, or in a hotel room in Macau.
And we’re not the only ones who think so.
- Almost half of professionals worldwide are already working remotely at least some of the time
- Globally, the world’s mobile worker population will reach 1.3 billion by 2015
- 61% of employees globally believe they don’t need to be in the office to be productive and efficient
- 70% of aspiring executives who plan to manage large teams say they will rely more heavily on video in the next 5 to 10 years
Work Is What We Do, Not Where We Go
At Cisco, our own work profile surveys show that among Cisco employees: Read More »
Tags: Cisco, collaboration, jabber, mobile, mx800, video, WebEX, workplace transformation
On a recent visit to my doctor’s office, I observed something that I probably wouldn’t have paid much attention to in the past: When a nurse called the next patient back for her appointment, a young girl also stood up and explained that her mother didn’t speak English well and asked to accompany her to interpret.
I live right outside of Washington, D.C., which is fortunately a culturally diverse area so I am used to hearing different languages on a day-to-day basis. I guess I never really considered the impact of not speaking English when it comes to seeking medical care. Luckily, the example above, seemed like a routine office visit, but it got me thinking about what would happen in an emergency situation where seconds count.
Paras and Associates know this scenario all too well as they provide real-time language interpreters for healthcare environments using video collaboration. PAA’s service ensures that patients anywhere in the country, who speak any language, can gain access to high quality medical interpretation in an instant. Video communications has played a significant role in their practice and has significantly reduced “lost in translation” errors by allowing doctor, patient and interpreter to see each other’s faces. The power of video overcomes language barriers that can often be misinterpreted over the phone … and herein lies my passion.
I’ve had the pleasure of getting to know Melinda Paras, PAA’s president and CEO. Melinda is a veteran of the medical industry and saw a need to deliver a better “business outcome” to patients and medical staff. In this case, the business outcome could mean the difference between life and death.
Video communications can Read More »
Tags: bad customer service, collaboration, healthcare, Paras and Associates, video, video conferencing