Intelligent CXO Issue 17 - Page 44

CISCO ’ S CUSTOM

CXO INSIGHT

Zarina Pasalic , Director – Customer and Partner Experience – EMEAR , Cisco , has a history of transforming customer experience . She has over 20 years of knowledge of driving customer-centric change , optimising the customer journey and streamlining digital experiences . enablement operations . Here , she talks to us about her career journey so far , how she has built a diversified culture at Cisco and the importance of the customer journey .

What has your career looked like so far ?
Passionate about the powers of transformative tech , her biggest career achievements have been in improving operational disciplines of sales and customer experience organisations and leading teams with empathy , honesty and heart . She also has a deep commitment to developing female leaders and creating more diversity in business .
Prior to joining Cisco in 2006 , she held a number of executive positions in telecommunications and IT across sales , marketing and
Zarina Pasalic , Director – Customer and Partner Experience – EMEAR , Cisco
Technology has been a fantastic field to work in . When I started , CX wasn ’ t a ‘ thing ’ and digital experience or ‘ DX ’ was almost regarded as science fiction , something far in the future .
However , as society has evolved and moved en-masse to digital , I saw that improving DX would make life easier for businesses , enabling them to maximise the value technology provides . We were ultimately empowering their employees to introduce their unique skills at key points of the customer journey .
Before joining Cisco in 2006 , I held several executive positions in IT and telecoms across sales , marketing and enablement operations .
Throughout my career , I ’ ve been committed to developing female leaders and creating more diversity in business .
Tell us a bit more about CX at your company ?
Cisco ’ s customer experience ( CX ) division is one of the company ’ s fastest-growing teams , focused on a core commercial strategy of life cycle support across products and services .
Ultimately , we want to help our customers get more value from technology , faster , whether they ’ re focused on optimising their current investments or making the most audacious transformations .
What are the goals of your division and how are you delivering these ?
“ Serving as a leader is about supporting the individual ’ s performance , goals and aspirations .”
Within my division at Cisco , we are super-focused on creating a seamless end-to-end , highly orchestrated personalised , orchestrated , digital customer experience . We make sure every interaction is optimised to drive the desired customer outcomes ,
Zarina Pasalic , Director – Customer and Partner Experience – EMEAR , Cisco , speaks to us about optimising the customer journey , streamlining the digital experience and bringing diversity into the workplace .
44 www . intelligentcxo . com