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Nothing to See Here: A Look at Recent “Invisible Changes” to the Cisco Support Site

In the past few years, we’ve seen customer satisfaction with the Cisco Technical Support site experience steadily increase, yet we also hear customers and partners say that they don’t notice many differences in the site itself. Is that a happy coincidence? As users, are we just more likely to notice what’s broken, and not what’s improved? Bill Skeet, Manager, User-Centered Design for Cisco.com, has a better explanation. I’ve invited him to the blog to share his forward-thinking strategy for improving the support website, and to highlight some of the real differences that you may not have noticed. 

bskeetBy Guest Author Bill Skeet

As we manage the Cisco Technical Support site, we make it a priority to make things easy so you don’t waste your time. That means we are constantly changing the site and launching improvements that will help you find what you’re looking for so you can complete tasks as quickly and easily as possible.

For instance, we’ve improved site search, added new sections and pages, streamlined tools, and tweaked link labels and terminology to be more understandable.

What? You didn’t notice?

Well, that’s not a surprise. We’re always talking to our customers and partners, and we know that many users have not noticed changes.

Here’s an example -- at our annual Cisco Live! conference, we often recruit attendees to participate in usability tests. We hear numerous comments from these customers about aspects of the site that they had not noticed or seen before, even though that feature may have been released months previously. Our web logs, however, show that the changes have already been used and adopted by users. Read More »

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The We’re Listening Blog Series: Simpler Licensing Registration Experience with Redesigned Portal

Brian Jeffries is a vice president of operations on Cisco’s Global Business Services team.  Working collectively with his colleagues across Cisco, he is responsible for increasing the speed and scale of end-to-end operational performance, driving efficiency and effectiveness, and simplifying the operational experience for our customers, partners, and sales field.  His key areas of focus include software simplification, customer relationship management, pricing optimization, and business architecture and policy.  Part of the software simplification effort is redesigning the Software Licensing Portal, an important step that will have a positive impact on our customers’ and partners’ ability to easily view and manage their licenses today.

I’ve asked Brian to join us to share details on the redesign, and to field any questions about the Registration Portal, or about Cisco’s larger transformation of the licensing experience. Be sure to submit any questions to the team via the Licensing Registration Portal forum on the Cisco Support Community.

Brian Jeffries, VP, Operations By Guest Author Brian Jeffries

While we’re making continual improvements to the software licensing experience with Cisco, we know that our customers still feel plenty of pain throughout the licensing processes.  We’ve made it a top priority  - and a long-term commitment -- to simplify this experience and better help our customers manage their licensing. Read More »

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The We’re Listening Blog Series: Sharing Customer Experience Best Practices at the Walker B-to-B Customer Experience Summit

This month, I’m excited to welcome a very special guest author to the We’re Listening blog series. Joe Pinto is Senior Vice President of Cisco’s Technical Services group, with responsibility for a wide array of programs that support customer experience excellence at Cisco, including technical assistance, onsite and spare part logistics, certifications including CCIE, and technical support resources. Throughout his nearly 24 years at Cisco, Joe has championed the customer experience in all aspects of Cisco’s business. He also initiated and continues to sponsor an Ease of Doing Business (EoDB) program within Cisco, with a cross-functional group that is dedicated to improving the end-to-end customer and partner experience.

Joe recently gave a great keynote address at the Walker B-to-B Customer Experience Summit that talked about how companies can improve EoDB for their customers and partners – I’ve asked him to share some of those thoughts here, as well as his overall takeaways from the conference. Read on, and don’t forget to comment with your thoughts and questions for Joe.

jpinto By Guest Contributor Joe Pinto

Last month, I delivered the keynote at the Walker B-to-B Customer Experience Summit. At the event, Walker announced the findings from their latest case study The Value of Making it Easy. Given this focus, it was a great opportunity to share Cisco’s approach to improving Ease of Doing Business (EoDB) in the customer and partner experience.   Read More »

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The We’re Listening Blog Series: Taking Action – The Power of Mobile

Here at Cisco, we take customer listening seriously. From the Global Annual Customer Satisfaction Survey to customer advisory boards to social media monitoring – and other avenues – we are constantly listening to what our customers and partners tell us they need from Cisco to enable their business success. One trend we hear in every feedback source is mobility: you want more options for managing your network from your mobile devices.

One way we’ve acted on this feedback is to develop the Cisco Technical Support mobile application, which allows you to:

  • Manage and update open support cases
  • Ask and answer questions in discussion forums
  • Research Cisco products and services.

Many of you are already using the Tech Support app, but we’ve recently added some great features that make it even easier to open a case and look up a contract. I’ve asked Jim Fuller, Senior Director of Services Entitlement, to share details on these new capabilities so that you can do more with Cisco while on the go. Read More »

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The We’re Listening Blog Series: Transforming the Partner Experience with Cisco

The “We’re Listening” blog series has always focused on what Cisco is hearing from both our customers and partners, and the improvements we’re making to the customer and partner experience. However, the partner experience deserves unique attention for the critical role that partners play in our business ecosystem.

Within Cisco, we have a huge focus on the Partner perspective and how to optimize success for our partnerships. As Vice President of Cisco’s Worldwide Partner Organization, Maria Cannon is responsible for the strategies that develop and enable Cisco Partners.  I’ve asked Maria to join us for an expert view on what defines a successful partner engagement, and what Cisco is doing today to transform the partner experience for greater success for both our partners and end customers. 

Maria Cannon_Cisco_April2013 By Guest Contributor Maria Cannon

Partners are a key part of Cisco’s strategy to deliver successful outcomes for our end customers. Cisco depends on a global network of Partners to provide scale, skills, and capabilities at both local and global levels. Attending partner events around the world, including the recent Partner Summit in Las Vegas, Nevada, I have the fortunate opportunity to meet and speak directly with many Cisco channel partners.  While the details vary, the general theme coming from these conversations is the same: customers are evolving their business models and have new technology requirements aligned to whole business solutions. Read More »

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