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Determining the Value of the Virtual Shopping Experience
Sep 08,2015
We are increasingly hearing about the value of improving the shopping experience by adding virtual expertise to the store. As head of Cisco's Retail & Hospitality practice, I frequently talk to customers who are exploring this concept -though wha...
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Content: Are you Taking the Right Journey?
Mar 05,2014
We all know about the importance of knowing your customer needs, and focusing on the digital journey. But all too often, we overlook the content that customer experiences - and how well it pays off the journey. A few months ago at the Word ...
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What Advocacy and My Yoga Pants Have in Common
Oct 09,2013
I have been getting a lot of questions about advocacy so I want to take a few minutes to share my thoughts. I often hear people use the terms "influencers" and "advocates" interchangeably. While there are similarities between these two groups, in my ...
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Realizing the Benefits of Internet of Everything for Customer Experience: Part 1 #IoE
Apr 19,2013
We're entering the age of the Internet of Everything (IoE), which is about connecting the Internet to the physical world (people, process, data, and things). We're early in the process, with approximately 10 billion devices already connected. By 2020...
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YouTube and the Customer Journey
Feb 13,2013
Cisco's Social Channel Feeds allow encourage visitors to continue their social journeys fromYouTube. YouTube video plays several key roles in the Customer Journey. The video platform offers customers a way to engage through comments and sharing c...
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