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wWhat part does customer experience play in Cisco ’ s overall strategy ?
We always position our customers at the centre of everything we do – we ’ re really customer-centric . We take care of translating technology into business value , helping customers get maximum business return on their technology investment .
When a customer purchases a solution , they don ’ t just buy a form of technology , they buy the promise of what that technology can do for them and what it can help their business achieve .
We act as a bridge between technology and business value and merge the technical expertise with business acumen . We start by understanding the customer ’ s agenda and how we can influence and support them in accelerating their business growth .
Customers are often at different levels in their digital journey and need customised help based on where they are . This is exactly what we do .
Cisco places high importance on Customer Experience , because at the end of the day , every organisation needs service which extends beyond the point-of-sale . We take care of our customers ’ needs post-sale , at every stage of the lifecycle : from implementation to usage , adoption , optimisation and renewal .
We make sure we deliver on that promise . Whether you ’ re focused on optimising your current investments , or making the most daring transformations , Cisco Customer Experience helps you get more value from technology , faster .
We proactively evaluate and anticipate an organisation ’ s needs , creating a customised roadmap to aid their personal digitisation agenda . This is crucial – because we cannot apply a one-size-fits-all approach to tech investments . Every decisionmaker wants to know what ’ s in it for them , where the ROI and opportunities truly lay .
Why is offering this type of service important ? What are the challenges you see businesses facing and how does Cisco CX see an advisory role as being crucial in this regard ?
Learning and IoT creating hyper-aware and connected environments . They ’ re really impacting and disrupting every sector .
Combined with the effect of the pandemic in the IT sector , customers are experiencing huge pressures . What can be delivered digitally , must be delivered digitally .
Even the most conservative customers now have Digital Transformation top of mind . We see projects that would have taken years delivered in months – even weeks .
But we find that even if the CIO has a good vision for their Digital Transformation and business evolution , they ’ re still struggling to translate this into an actionable strategy .
They need support and collaboration from a strategic partner that helps them seize the opportunity and maximise their value . They know where they need to go and why , but they need the right partner to help them build the “ what ” and the “ how ”. For CIOs , Customer Experience is no longer a debate . A recent IDC survey showed that Customer Experience has topped the list of priorities for IT buyers . Even more , the gap between CX and the next priority on the list is vast !
To thrive in the digital era , businesses must not only invest in transforming their infrastructures – they must also constantly look at ways to optimise , become more agile and extract maximum value .
The past year has been incredibly transformational for the technology sector . CIOs needed to reimagine their applications , empower their teams to work remotely , transform their infrastructure and secure their enterprise ’ s vital assets .
Adele Trombetta , VP , Customer Experience , Cisco MEA and Technology Transformation Group EMEA and Russia
In today ’ s environment , there are no more certainties . Digital Transformation is disrupting every sector , with technologies such as 5G , AI , cloud , Machine
Advisory is crucial because having the right partner can help you get the best out of your technology investments now just now , but also in the future .
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