customer service

Customer Success Blog Series The Customer Success Blog Series highlights Customer Success Managers (CSM) and their Customers where we spotlight a Customer Success Story. Learn how Cisco’s collaboration technology is making positive organizational impacts, solving real-life business challenges and ca…

Technology adoption and consumer behavior shifts have changed customer service forever. The simultaneous rise of mobile computing, social media, and changing demographics have aided a disruption that’s far from over. But as inevitable as change is, most companies are still using a 1995 playbook to s…

Cisco is the best thing that ever happened to me, and I’m sure I’m not the only one who thinks that! Right after graduation, Cisco was my very first company, and while I wouldn’t say every phase has been a bed of roses in my time here – I am still filled with gratitude for a company that has challen…

The way consumers buy and retailers sell is evolving rapidly. Both online and offline, retailers are embracing a data-first strategy toward understanding their customers. Data and analytics are an increasingly important element of retail landscape. Retailers have reaped the benefits of analyzing st…

If you’re like me, when you’re mobile and want to interact with a brand – for any reason – you want to do so quickly. Even if you have an app for the brand you want to engage with, you prefer fewer steps to get in touch.  And many of us want these interactions to be messaging-based with the tools we…

Workflow applications are ripe for disruption with the advent of artificial intelligence (AI). The magic of AI is tied to big data and the AI models. Customer care organizations that have access to rich datasets are prime candidates to ride the AI wave of change. Companies will always look for ways…

2017 has been a terrific year for Cisco’s contact center business. We’ve held number-one market share in North America for four straight quarters. And as Synergy reports, we had nearly 20 points higher share than our nearest competitor in the most recent quarter. But we never rest. We…

Artificial intelligence for customer center is a hot subject. One industry analyst recently shared that, starting a few months ago, more than 75% of the firm’s customer inquiries were to discuss just one topic: Using AI to improve contact centers. What are some key insights regarding contact center…

The first song to use a “fade in” to hit #1 status was the Beatles’ “Eight Days a Week” in 1965. Like several early Beatles hits, the witty Ringo Starr suggested the song title before a word was written. Paul McCartney and John Lennon ran with the idea all the way to the top of the charts. Cisco and…