Lessons in Loyalty and Love from Cisco’s CX Playbook

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 orchestrated role in making that all-important goal happen. In a similar way, delivering...

How to Turn Data Into Something Meaningful

Do you remember the first time you saw a targeted ad based on your online behavior? I do — I was surprised, impressed and slightly concerned. Now, these experiences are so common you may not even notice them. In today’s digital world, businesses use data every day to increase cross-sell opportunities, re-target customers, grow loyalty,...

How Top Brands Create Customers for Life

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 reputation for customer retention is exceptional, but few, if any,...

6 Leadership Qualities for the Subscription Economy

If you’ve ever been in the presence of an exceptional leader then you know the feeling—they can unleash a gravitational pull that motivates you to act and inspires you to achieve your fullest potential. Cisco’s Senior Director of Connected Digital Interactions, Steve Cox (my boss), is one of those people. He’s professional but fun, and...

Mid-Year Checkpoint: Three Customer Experience Strategies to Implement Now

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 experience was powered by an impressive combination of people, processes and technology....

How to Identify – and Build – Top Data Science Talent

Harvard Business Review has called Data Scientist one of the most in-demand jobs of the 21stCentury. Many businesses know how important this role is – so there is significant competition for top-tier talent. But it’s worth the effort, because these are the people who can overcome some of the limitations of traditional data analysis and...

The Formula for Happiness and Success in a Transformational World

A conversation with my college-age son over his winter break led me to discover an entirely new role model in my life — positive psychology researcher, Shawn Achor. Fast forward a few months and I had the privilege of introducing Shawn at our Cisco GVS&CS leadership summit last month. In selecting him as a guest...

Cisco Earns Top Honors for Partner Enablement and Customer Success

Our digital transformation at Cisco has been fast and furious. Fast because it’s been a race against time to deliver greater value to our customers, and furious because the pace of change has been extraordinary for an organization our size. At the foundation of this transformation is a company-wide commitment to enable our customers’ success...

5 Customer Success Conversation Starters for the C-Suite

Educating your C-Suite about the value that Customer Success (CS) can drive for your company as a whole – along with each department — is vital. In fact, according to Gainsight, one of the top reasons that CS programs fail is lack of executive buy-in. And that’s why, as we began creating a CS culture...