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Championing the Case for Contact Center Analytics!
Mar 09,2015
Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar ...
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Simplifying Midsize Collaboration Deployments
Feb 11,2015
In my last post I talked about the impact that low-effort experiences can have on customer satisfaction.  I singled out my home broadband provider for criticism, and so thought it only fair that I talk about a recent great experience I had with ...
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New Study Tells Retailers: Win Consumers' Trust to Deliver the Hyper-Relevant Experiences They Want
Jan 15,2015
As Cisco's chief marketing officer, an important part of my role is to build and maintain the trust of Cisco's customers.In fact, "brand promise" ultimately relies upon the trust consumers have placed in a brand. Customers who are loyal to a bra...
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Moustaches and the Customer Experience
Jan 15,2015
Photo by Alan LightRemember when moustaches were cool? For those who weren't paying attention, it was back in the 1980s when Tom Selleck-sporting that signature facial hair-ruled the T.V. airwaves as private investigator Magnum, P.I. Most guys old en...
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Coming to NRF: Lisa Fretwell on Shopping Trends, New Frontiers
Jan 10,2015
Cisco will be featured in two Big Idea sessions at this year's NRF conference starting tomorrow, and I'm happy to introduce guest blogger Lisa Fretwell, who will be leading one of these two seminars. Lisa is the Managing Director of Retail at Cisco C...
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Creativity: The Secret Sauce for Successful Consultants
Jan 07,2015
One of the challenges we're seeing in business today is the need to re-learn the problem solving process. This need is increasing demand for creativity as a critical competency of the consultant of the future -driven by how businesses capture value h...
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How U.S. Banks Can Transform Customer Interactions to Increase Profitability
Nov 13,2014
You order a movie online and additional suggestions pop up, based on a deep knowledge of your likes and dislikes. You plan a vacation and similar suggestions appear, reflecting your financial state, the climate in which you live (and may hope to esca...
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Join Cisco in Chicago at BAI Retail Delivery 2014!
Nov 06,2014
It's that time of year again! On November 12-14, the Cisco Financial Services team will be attending BAI Retail Delivery 2014. This year, we'll be showcasing exciting solutions for the Digital Bank - innovations that provide seamless, cross-channel e...
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Effortless School Holidays Thanks to a Great Customer Experience
Nov 04,2014
Last week I was at Westminster Central Hall in London for the EMEAR and UK&I Customer Collaboration Sales Summit.   It was great to hear about some of the successes that our partners and customer are having, and some of the new developm...
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Building Customer-Centric Organizations -Cisco at CIO Finance & Insurance Summit
Oct 01,2014
The CIO's Finance Summit and Insurance Summit were recently held in Atlanta, GA and Cisco was a main sponsor at both events. The CIO Finance Summit provided a great opportunity for executives to have in-depth discussions on the best practices and str...
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Insurance and Customer Experience: The Search for a New Equilibrium
Aug 12,2014
Authors: Luis Martinez and Jeff Tumpowsky Customers of insurance companies have been relying on the adageUberrimae Fidei(Utmost good faith) since the first contract was written in 2100 B.C. within "The Code of Hammurabi" (ref.), meaning that when som...
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Omnichannel Insurance Makes its Debut at PegaWorld
Jul 31,2014
We recently attended PegaWorld in National Harbor, Maryland, on June 8-10. The conference focused on how businesses today must adapt to technological innovation and utilize new solutions that deliver business agility and empower organizations so they...
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