Customer Experience

4 min read

Gathering and Harvesting New Data through “The Connected Life” The Connected Life, the digital life is steadily emerging. Today’s insurance consumers are increasingly tech savvy and want services...

3 min read

Nearly a year ago, I wrote a blog titled, “Mayday for Insurance and Financial Services,” where I detailed how next-generation customer experience capabilities, such as virtual interactions between business experts and customers, are transforming business processes – such as the “Mayday” button technology offered on Amazon’s Kindle Fire HDX. The purpose of that blog was […]

2 min read

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to […]

2 min read

In my last post I talked about the impact that low-effort experiences can have...

3 min read

As Cisco’s chief marketing officer, an important part of my role is to build and maintain the trust of Cisco’s customers.In fact, “brand promise” ultimately relies upon the trust consumers...

1 min read

Remember when moustaches were cool? For those who weren’t paying attention, it was back in the 1980s when Tom Selleck–sporting that signature facial hair–ruled the T.V. airwaves as private investigator Magnum, P.I. Most guys old enough to shave (or who thought they were) tried to proclaim their manliness with a Magnum-style moustache. We thought 128 […]

3 min read

“Mike” may be an avid golfer who enjoys meandering through the sporting goods section of his local retailer. But he would be a very different shopper the morning his plumbing...

2 min read

Cisco will be featured in two Big Idea sessions at this year’s NRF conference starting tomorrow, and I’m happy to introduce guest blogger Lisa Fretwell, who will be leading one of these two seminars. Lisa is the Managing Director of Retail at Cisco Consulting Services, specializing in the Internet of Everything and analytics, and how these […]

2 min read

One of the challenges we’re seeing in business today is the need to re-learn the problem solving process. This need is increasing demand for creativity as a critical competency of the consultant of the future – driven by how businesses capture value harnessing the connectivity and intelligence enabled by the Internet of Everything (IoE).