customer experience

On August 22, 2016 Chris Dedicoat, Cisco’s Executive Vice-President of Worldwide Sales, took to the main stage at #CiscoGSX in Las Vegas and told the entire Cisco Sales force to “demo with dCloud!”. What happened next? I can tell you exactly what happened next, because I had duty at the dCloud booth…

Today wireless is taking on a new role for retailers, hoteliers, and sports venues to engage with their customers. No longer just a tool for the supply chain, the intimacy of Wi-Fi provides new opportunities to build customer loyalty, increase engagement, and gather metrics that help you understand…

More than ever before, today’s consumers have more options about what to buy and where to buy it. With each interaction, they choose which retailers they support with time, attention, personal data, dollars and social capital. That’s no small investment to make, and as a result customers turn to ret…

One of the most successful (and maligned) songs ever recorded was 1974’s “Feelings”. Written and recorded by Brazilian Morris Albert, its success was offset by a number of ongoing parodies. Yet feelings are critical to how consumers evaluate the companies they interact with. Noted industry speaker M…

Kevin Spacey delivered an amazing keynote closing out Cisco Live 2016: “Today, the last words of my speech belong to Frank Underwood.”   Cisco Live this year was all about how digital is dramatically redefining business models. Digital is creating disruption for incumbents and opportunit…

One of the most important devices in my life is my PC – maybe even more important than my coffee machine.  I take it with me to hair dresser appointments, long car rides, holidays; practically everywhere I would have some time to use it. It’s hard to believe that the very first personal computer was…

Cisco’s Global Retail team announced a new paper at the Cisco Live show in Las Vegas from Cisco and our retail research partner PSFK, Inc. “The Future of Retail” report supplement defines ten pillars of customer experience, showing how brands, retailers, and solution providers are finding new ways t…

My greatest pet peeve when I managed a branch: sticky notes. I thought they made our office/workstation cluttered and disorganized. It never failed that I’d see them on the corners of a tellers’ monitor or scattered around a bankers’ desk. As much as I disliked them I was always reminded about how t…

In previous We’re Listening Blog posts, we’ve talked about the various ways we listen to our customers and partners. Rich sources of feedback (including surveys, but also focus groups, advisory boards and events) help give us a comprehensive picture of where our customers would like to s…