We’ve been building our own power chord for customer care products -- include the right solutions, the right partners, and the right story. Our story is how the Connected Digital Experience benefits the digital journeys of customers worldwide.
In developing Contact Center Release 11.6, our team worked closely with partners and a record number of field trial customers. They followed four key principles: flexibility, usability, simplicity, and great experience.
While watching soccer in the United Kingdom (or as the rest of the world calls it, football), I metaphorically started to think of how the modern contact center has become what I refer to as the “digital goalkeeper.” Think of your contact center as
One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame.
We are increasingly hearing about the value of improving the shopping experience by adding virtual expertise to the store. As head of Cisco’s Retail & Hospitality practice, I frequently talk...
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...
In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical...
We all know about the importance of knowing your customer needs, and focusing on the digital journey. But all too often, we overlook the content that customer experiences -- and...
I have been getting a lot of questions about advocacy so I want to take a few minutes to share my thoughts. I often hear people use the terms “influencers” and “advocates” interchangeably. While there are similarities between these two groups, in my
