customerexperience

Industry Giants Join Together to Drive Open and Seamless Collaboration Collaboration: The act of working with someone to produce or create something. It’s a word we use all the time. But, have you thought about what it really means? “The act of working with someone to produce or create something.” T…

Many people around Cisco and in our partner-community probably don’t know that I spent 7-years as a college football coach in the early part of my career.  I know, I know, it’s hard to imagine a guy now working in the IT industry walking around a sideline at a NCAA Division I school, but that…

This time of year around my house is all about back to school. A time filled with excitement, nervousness and anticipation. I know for my two daughters they are thrilled to get to meet new people, embark on new experiences and maybe deep down they want to learn some new stuff too. As parents, we are…

Too often, enterprises spend significant sums on application development, deployment and planning, only to see a small fraction of users actually use the application. And convincing users to adopt newly released features? Even harder. Traditionally, enterprises focus on improving application adoptio…

Do you dread interactions with customer service? Are you tired of identifying yourself, your problem and all your interactions with the product or services to multiple agents? Do you wish call centers were more respectful of your time? Well, you are not alone. As both an enterprise technology invest…

Cisco dCloud is moderating the #CustomerExperience #CiscoChat on August 22nd – so we spent some time thinking about the Customer Experience and our role in it. With the advent of social media marketing, the line between “customer-facing” and “non-customer-facing” becomes increasingly blurred. Visiti…

Recently at the  Forrester’s Forum for Customer Experience Professionals in New York on June 26,  Graham Atkinson, Chief Marketing and Customer Experience Officer at Walgreens, spoke about his work to transform the company from one that traditionally differentiated based on location to one that diff…

Are you familiar with the bank of yesterday? One where trying to meet with an expert can translate into being required to travel across town or deal with lengthy wait times and lines? Where it can take days and even weeks to receive and sign documents to close a mortgage or open a new account? And y…

In part two of this three-part series detailing the “Evolution of Immersive Video in the Retail Bank Branch,” I looked at Cisco’s Remote Expert Solution more in-depth and discussed how the solution’s contact center enables virtual face-to-face meetings with high-definition video. By offering custome…