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Steve Cox

Senior Director, Global Customer Success

Digital Experience and Analytics

Steve Cox is the Senior Director of Global Customer Success, Digital Experience and Analytics at Cisco. A passionate leader with a track record of excellence, his innovative and impactful team delivers the data and analytics as well as the end to end digital platform it fuels to automate the customer journey from adoption, to expansion, to renewal maximizing each touch point’s opportunity to build a customer for life.

Steve’s marketing and management experience spans two decades, including 14 years with Cisco. His extensive experience in services marketing, development and portfolio management includes a key role in establishing the Smart Foundation framework and developing the Smart Care services offering, one of the cornerstones of Cisco Services’ vision. His team built the Annuity Advantage marketing program that generated $126M of Sales Qualified Leads this past year and is being used as the platform for all Cisco’s Annuities business going forward, including the expansion of the program that enables partners to digitally manage the entire post-sale customer experience.

Most recently, Steve has been part of the select team chartered with developing the strategy and approach for the newly announced Global Customer Success organization that has transformed Cisco Services’ go-to-market in order to drive and sustain long-term growth, while expanding and strengthening customer and partner relationships.

Steve’s team has won eight industry awards (ITSMA) in the last five years demonstrating marketing excellence in the areas of Building Client Loyalty and Trust; Enabling Sales Channels; Generating and Nurturing Leads; Improving Impact with Marketing Technology and Analytics; and, most recently, in Capitalizing on Marketing’s New Tools and Technologies.

Steve holds an undergraduate degree in Communications from UC Santa Barbara and an MBA, with a focus in International Business and Finance, from Santa Clara University. An avid traveler and sporting enthusiast, he lives with his beautiful wife and two great kids in San Diego, CA.

Articles

January 18, 2019

PARTNER

Three Ways Cisco Plays Cupid with Partner Success

When you provide customers with exceptional experiences through your products, services and interactions, you begin to earn their trust. Learn 3 ways to win the hearts of your customers.

February 5, 2018

PARTNER

Take the Quiz: Are You in Digital Denial?

Is your organization in digital denial? The first step is recognizing it, and the next step is admitting the need to do something about it. Steve Cox's blog helps you recognize if you're in digital denial and what you can do to turn things around.

January 17, 2017

PARTNER

Fueling Customer Success with the Right Mix of Digital Engagement

No matter which lens you look through, it’s easy to see the importance of digital and the enormity of transformation taking place in the marketplace today. Both Gartner and Forrester predict that by 2020, 80% of the buying process is expected to occur without any direct human-to-human interaction. IDC says that the digital shift doesn’t […]

July 20, 2016

PARTNER

Five Ways to Increase Customer Share in the Subscription Economy

We’ve reached the midway point in 2016 and now’s the perfect time to reevaluate – or even re-think – your current growth strategy. Traditionally in our industry, business growth has been built around gaining market share: adding new logos, making more deals and fueling the sales pipeline. “Being successful in this new economy increasingly requires […]

December 10, 2015

PARTNER

Partner Success Strategies: How to Automate and Digitize Customer Engagement

A digital transformation is already upon us.  Customer buying behavior is dramatically different than it was 10 years ago.  If you haven’t adapted already, growing your business may require big shifts in the way you do business. It’s no surprise that your customers prefer to do business online.  They are buying more online services, subscriptions, […]