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Lessons in Loyalty and Love from Cisco's CX Playbook
Oct 03,2018
Around the world, those fans who are obsessed with the sport of soccer learn the importance of teamwork at an early age. From forwards to midfielders, defenders and goalkeepers, every position takes the field at the same time and everyone has an orch...
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How to Turn Data Into Something Meaningful
Sep 24,2018
Do you remember the first time you saw a targeted ad based on your online behavior? I do - I was surprised, impressed andslightlyconcerned.  Now, these experiences are so common you may not even notice them. In today's digital world, businesses ...
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How Top Brands Create Customers for Life
Sep 17,2018
Because the partner and customer experience (CX) is central to my role at Cisco, I'm always on the lookout for brands that get CX right -to learn from them and even emulate them. From what I've seen, there's an elite group of companies whose reputati...
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How Time2Give Connects the Customer Experience Strategy Team
Sep 12,2018
In the Customer Experience (CX) Strategy & Portfolio Team, our foundational belief is that what we do at Cisco is important, but that it should never overshadow the value of who we are as people. This belief has even inspired a team tradition!&nb...
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What Customers Want: Three Ways to Measure the Voice of the Customer
Aug 31,2018
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 ...
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You're Not Alone in This New Era of Networking
Aug 22,2018
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 predict...
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Accelerating Customer Success with the Cisco Platinum Learning Library
Aug 20,2018
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 transformatio...
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The Customer Service Evolution
Jul 30,2018
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 ...
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Spring into Action in an Omnichannel World
Jul 24,2018
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 i...
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Mid-Year Checkpoint: Three Customer Experience Strategies to Implement Now
Jul 17,2018
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 experie...
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Digital Disruption in Financial Services: A Surprising 1-2-3 Connection
Mar 08,2017
It's not news that the financial services industry is being vigorously shaken by digital disruption. While this is true across industries, the wind gusts are particularly strong for financial companies. Financial Services (FSI ) firms are predominant...
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The Worst Problem in the Retail Industry? Turnover.
Feb 21,2017
Retail has one of the highest turnover rates in any industry. The Hay Group reports a median turnover rate of 67 percent for part-time retail employees.[1] I doubt any of us would be too challenged to list the problems driving this high turnover: R...
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