customer experience
What Customers Want: Three Ways to Measure the Voice of the Customer
Recently I ordered a pair of shoes online – they didn’t fit so I returned them with the prepaid label and in record time I received another pair. Even though frictionless buying experiences like that are becoming increasingly common, they still amaze and impress me. At the same time, most of us stil…
You’re Not Alone in This New Era of Networking
Technology innovation is advancing faster than ever before in history. With this rapid growth, the number of devices and network connections can become overwhelming to manage. To bring to life just how staggering this growth is, Gartner predicts that by 2020, 63 million new devices will connect to…
Accelerating Customer Success with the Cisco Platinum Learning Library
Cisco’s goal is to drive better business outcomes and create new market opportunities for our customers. And one of the fundamental ways this can be achieved is by helping them develop talent truly capable of addressing digital business transformation needs. With skilled employees trained and certif…
Spring into Action in an Omnichannel World
A Salesforce survey from 2017 indicated that “64% of marketing leaders said that their company has become more focused on providing a consistent experience across every channel as a result of changing customer expectations”. The employee experience is the cornerstone. Human interaction matters now—a…
Mid-Year Checkpoint: Three Customer Experience Strategies to Implement Now
When a vacation starts off bad, it can set the tone for the entire trip. Fortunately, that didn’t happen when my family kicked off our recent vacation in Paris. Because of my background at Cisco, I couldn’t help but notice that our first-rate experience was powered by an impressive combination of pe…
Are You Cloud Native?
In IT, the “next big thing” happens a lot. With technology moving so fast and shifting so quickly, sometimes it’s unclear where to best invest your time, effort, and dollars. In the cloud corner of IT, one of the next big things has been happening for a couple years now—cloud native computing. The r…
Innovation Leaders: Always Learning
While I’m out on maternity leave, I’m excited to highlight the varied viewpoints of some of the amazing people that make up CHILL. I’m proud to work with this diverse and talented team. They hail from around the globe, and bring a rich set of experiences, skills, and passions to bear on everything t…
Enabling your workforce can dramatically enhance your customer experience.
I love witnessing history! Villanova became only the fourth team in history to win all six games on their way to National Champions by double digit margins. Not only were they an offensive juggernaut of a team, but they locked down every team they faced with relentless defensive intensity that was…
The Trends Are In: Cisco’s 2018 Cybersecurity Report
Recently, Cisco published the 2018 Annual Cybersecurity Report providing analysis and insights on the latest security trends and threats across the industry. John N. Stewart, Cisco’s Senior Vice President, Chief Security and Trust Officer captured the highlights in his latest blog, but I wanted to r…