October 4th marks the 10th anniversary of CX Day, a day designed to recognize and celebrate the critical importance of the customer experience (CX) and the community and companies that support CX. But one day isn’t enough for us at Cisco: we are getting ready to kick off an entire week of CX-related events called CX on Tour! We’re extending the celebration to mirror the extraordinary impact CX brings to Cisco and provide greater awareness around our top priority: helping customers move seamlessly from implementation to integration to innovation.

Why is Customer Experience important?

Our customers are at the heart of everything we do. A seamless, positive experience is key to our customers’ journey, from the first person they meet to every ensuing Cisco engagement that follows.

Customers want solutions to their problems; they want Cisco to deliver business outcomes. Our job isn’t done when they purchase a product. While we are certainly focused on product innovation, our most important goal is to solve customer problems and transform their experience with us. Our mission is to deliver the best possible experience with our technology, our services, and our people – throughout the customer’s entire journey.

In each interaction and at every single touchpoint, the customer journey should be seamless and exceed all expectations. It begins with how easy it is to buy, onboard, implement, and adopt the product. It extends to how successfully customers achieve their business goals, whether that is improving upon their current investment, expanding into a new market, or building new customer-facing products and services.

We want our customers to realize the full value of their engagements with us. In a multi-cloud world with various suppliers and software with ever-expanding features, they need a strategic partner that offers the human touch along with digital innovation.

Cisco CX and DISH Wireless

As an example, last fall, we announced a Cisco-DISH partnership that includes Cisco CX providing a variety of professional and Business Critical Services (BCS). But what about results? Satish Sharma, SVP of Service Delivery for DISH, noted “The commitment of the Cisco CX team has made such a huge difference.” He added, “In terms of network design, implementation, and deployment, Cisco has been a great strategic partner for DISH” and “key to our success.”

CX On Tour for Customers and Partners During CX Week

We’re excited to provide a virtual, on-demand event for our customers and partners which takes them behind the scenes with distinguished engineers, subject matter experts, and IT executives from Cisco Customer Experience (CX) and our partner organizations. This virtual customer event gives you access to roundtable videos, webinars, blogs, and more.

Here’s a sampling of what we have planned for the week:
• I’m joining Aaron “AB” Belinfanti, the host of Cisco Tech Beat, on October 3rd: We’ll be discussing the critical importance of a great customer experience.
• There’s an engaging roundtable discussion, “Driving Success Using Customer Experience Designed for a Digital World,” featuring thought leaders from Cisco and leaders from the Customer Experience Professionals Association (CXPA).
• An insightful fireside chat with Alistair Wildman, SVP, Customer Experience Americas and a distinguished engineer focused on what it takes to provide the best experience for your employees in a hybrid world. And much more.

CX On Tour For Our Employees

And we know that the best-in-class customer experiences start with our employees and the culture at Cisco. All Cisco employees are invited to join an internal CX Week experience to engage, learn, and get inspired by the amazing things we can accomplish for our customers.

To further support the CX community, Cisco has joined the Customer Experience Professionals Association (CXPA), a global organization dedicated to the advancement and cultivation of CX. We are now an official sponsor of CX Day – check out the amazing line up of what CXPA has planned.

Customer experience is a top priority for Cisco, and during CX Week, we hope you will join us as we celebrate with the global CX community.


Thimaya Subaiya

Executive Vice President