Collaboration
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In Search of a Good Popsicle Story
2 min read
My grandmother, now eight years passed, used to tell the best stories about Vietnam. I remember one about my grandfather who wooed...
Introducing Cisco Remote Expert Mobile
2 min read
It seems like once a week I come across an article about how mobile devices will revolutionize customer care. To some degree, the articles all share a theme: “Make your life simpler with anytime anywhere access to… your bank, insurance provider, even a doctor. These articles are chock-full of facts and figures. They tell us […]
How Cisco Scored a Spot on TWiST
1 min read
If you don’t know about the podcast series, This Week in Startups (TWiST), hosted by my friend Jason Calacanis, it’s worth checking out. Jason is a legendary investor and media mogul who has his fingers in every part of the tech industry. Each week, he brings CEOs, business founders, venture capitalists, angel investors, and tech […]
Should I Use Cisco Spark in my Contact Center?
2 min read
It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my...
Cisco Spark: Room for Everyone
3 min read
My mom…one of the best moms out there in my book. She plans our fun family reunions, plays a mean game of golf, and keeps a busy household in order. And she’s also a successful businesswoman with a very full plate. She runs marketing and advertising for a small business and is an active member […]
Gartner Recognizes Cisco as a Leader for UC for Midsize Enterprises
3 min read
Cisco positioned highest in “ability to execute” among Leaders in the first ever Gartner Magic Quadrant for Unified...
The Modular Enterprise
3 min read
Just before setting off for Cisco Live I heard an economist on the radio talk about the relative performance of leading countries. The key measure was productivity: GDP per worked hour. Certainly historic outcomes are important but they do tend to provide a historic view. As we accelerate into the digital revolution, I started to […]
Can Your Customers Name Your Brand in Three Notes?
1 min read
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis,...
Improving Customer Loyalty with Data & Analytics
2 min read
You don’t win customer loyalty solely by the “wow!” factor. You win simply by delivering on customer promises and resolving everyday issues. According to research from CEB’s book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, two major factors affect customer loyalty during an interaction: The first is how much effort is required […]
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