customer experience

In previous posts, I’ve shared many aspects of the massive digital transformation we are going through at Cisco. At the heart of this transition is the move toward subscription-based buying models. We can think about this transformation in terms of a defined number of customer journeys we have to so…

Ideally, digitization should simplify the user experience, making it faster and more convenient for customers to interact with a company. But all too often that isn’t the case. In fact, when done wrong, digitization can add layers of unnecessary complexity, resulting in confusion and frustration, an…

In the “old days,” security and data protection responsibilities generally rested solely within organizations’ IT teams. Today, nearly 17,000 devices are added to the Internet every minute, expanding the number of targets attackers can exploit to steal valuable data. Now, in addition to IT teams, bu…

Blurred Lines Between Digital Marketing and Sales Being a digital business has no limits, however, not evolving your technologies, sales motions, and innovation to match customer’s shifting needs, you can suffocate your business’ growth potential. You’re not alone, we all feel the pressure. And what…

As brick and mortar businesses transform themselves in the new digital economy, Wi-Fi is becoming a fundamental building block for success. Wi-Fi is ubiquitous and customers are usually eager to take advantage of available Wi-Fi connectivity. It’s a perfect opportunity to unlock the full potential o…

Cisco continues to be on the leading edge, driving innovation and acceleration for our customers. Our commitment to quality customer service is no exception. For these reasons and many more, Cisco Services has been awarded its 31st STAR Award by Technology Services Industry Association (TSIA) along…

As 2017 comes to a close, we look back at one of the most interesting inflection points in the business landscape. Competition is increasing as growth remains tepid. Geo-political tensions swelled as certainty decreased. In many ways, 2017 was an unprecedented year. It was also an exciting year for…

What’s more important, the destination or the journey? If you have time and energy for meandering, then by all means throw out the map and take the road less traveled. But, if you’re a customer seeking help, arriving at an end point quickly and easily is your ultimate goal. While no journey is ever…

Back to school (BTS) 2017 is officially in the books, and retailers are getting ready for the upcoming holiday season. Now is the time to reflect on key lessons learned for retailers. This year’s back-to-school sales were projected to be the most successful in the last five years, with total combine…