customer experience

Suppose there is a treasure at the top of a mountain worth $405B. It is more than one person alone can carry back down the mountain, and you have a chance at that treasure. Many people want the treasure and will work hard to get to the top to claim it.   All you have to do is make a plan on how to g…

The Cisco dCloud team recently got our entire management team on video, and apparently it was one of the scariest things they ever did. Or was it? “Video doesn’t scare me,” says our Business Operations & Project Office Manager, Zina Rambo. (Find her on Twitter here.) I find it a grea…

There’s a first to everything. Being at Cisco for three and a half years now, I was asked to co-host my first #CiscoChat. Should be in line with first day on the job, first customer presentation, first Tweet, right? Having just came back from the CEB Technology in Financial Services Summit, witnesse…

Authors: Jason Bettinger, Financial Services Business Transformation Director, Cisco Bradley Mason, Vice President, Sentry Performance Solutions, Fiserv Changing technology is driving big changes in consumer expectations – and within the workplace. Financial institutions must transform customer e…

It’s a fast-paced digital society. Your customers carry their entire world on their smartphone or tablet. As consumers and businesses balance their online worlds with the physical world, how are financial services institutions changing to deliver more personalized customer experiences? Relationships…

Evolve your software architectures for a hyper-connected world. The next big phase of the Internet is the move to connect previously unconnected people, processes, data and things – potentially millions of them – in new and more productive ways.  Advancements in cloud computing, distributed analytic…

The key to retail success is understanding the shopping journey, and video can play an important part in that process. Sandra Acham talked to me this week as she wrote a blog about how video supports a comprehensive approach to understanding customer behavior (read the blog). The thing is that today…

Today’s financial institutions face an array of challenges — but many of these challenges are balanced by the exciting opportunities available to financial institutions that embrace digital business transformation, re-introducing human connectivity, and leveraging digitization as a competitive advan…

According to a study by Accenture, price is not the primary reason for customer churn: 66% of respondents stated they have switched companies due to poor customer service. But what makes this number even more relevant is that 82% of these respondents felt the company could have done something to pre…