D.P. Venkatesh

Large enterprises are a complex beast. Merely mapping the buying process as well as the customer journey is not only complicated, but also varies across different vertical segments and is consistently multi-faceted and longer in duration than SMB and midmarket enterprises. In the previous two blog p…

Nowadays, customer engagement is almost synonymous with digital engagement. While there’s some truth to this (and one of the reasons why Cisco recently launched the Digital Accelerator for Service Providers), it fails to encompass the entire customer journey (particularly for midmarket and enterpris…

As Daniel O’Connell and his colleagues at Gartner report in their Unified Communications Worldwide 2017 Forecast Overview, “small-business cloud telephony adoption will nearly double from 2016 through 2021, to reach 45% of small businesses.” He also explains that “small businesses will adopt cloud v…

Too many Service Providers make the mistake of adopting an all or nothing mentality when it comes to customer engagement. They incorrectly assume that all of the engagement has to be digital. And because Service Providers can’t transact their services like Amazon.com, they just throw in the towel an…