Good blog post on Cisco's vision. However, technology in and of itself will NOT produce a better customer experience or customer loyalty. It is a myth that just about every tech vendor has latched on to.

To differentiate and compete on customer experiences requires companies to transform themselves. And that started with people(culture), processes (strategy and BPM), and technology - in exactly that order. Sorry folks, there are no short cuts, silver butts or fairy dust to get you there.

What technology can do is to institutionalize new processes, employee/partner behaviors and ways of doing business, measure and alert on performance to customer expectations, changes in customer behavior patterns.

I am thrilled that Cisco is providing insights into CX by industry. Hats off for doing that. Companies should take this information as a guide for the actual journey that customers take varies by persona, revenue tier and geography, and, most importantly, by business problem. Thank you Cisco for helping this business discipline mature.

For more on a proven methodology on how to connect customer experience to revenue, please visit http://www.newbizs.com/consulting-services/sellers-compass-services/