Cisco’s CEM Strategy is - Omega Management Group 2011 ASR 9000 Series (1st Terabit-router) 2013...
Transcript of Cisco’s CEM Strategy is - Omega Management Group 2011 ASR 9000 Series (1st Terabit-router) 2013...
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Cisco’s CEM Strategy is Central to Its DNA
July 23, 2014
2 pm to 3 pm EDT
W E B C A S T S E R I E S
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Featured Speakers
Jane Riad
Senior Manager
Listening Services Center
of Excellence
Adrian Vernon
Senior Program Manager
Listening Services Center
of Excellence
Dennis Gershowitz
VP, Service Strategies Practice
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Centering Your Corporate
Strategy Around Customer Service Excellence
Dennis Gershowitz VP, Service Strategies Practice
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CEMDNA Playbook Strategy℠
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Customer Centricity at Cisco
Adrian Vernon Senior Program Manager
Listening Services Center of Excellence Cisco
Jane Riad
Senior Manager Listening Services Center of Excellence
Cisco
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Customer Centricity at Cisco
Jane Riad & Adrian Vernon
Listening Services Center of Excellence
July 23, 2014
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Cisco Confidential 7 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Two Cables and a Desire to Connect
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Cisco Confidential 8 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Cisco At-a-Glance
Revenue: $48.6B, 6% Y-Y Growth, $38B Products, $10.6 Services
$5.9 R&D
More than 74,000 employees
Nearly 70,000 channel partners
380 global sites doing business in 165+ countries
More than 17,000 patents
28,000 engineers (39% of our workforce)
#1 or #2 in most market segments we serve
Nearly 170 acquisitions since 1993
Broad portfolio of integrated products and solutions
FY13 Stats
Other Stats
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Cisco Confidential 9 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Customers Rely on Cisco
for Innovation
1989 Border Gateway Protocol
(BGP) for Service Providers
1999 IP Telephony
Patent
2004 Cisco Carrier Routing
System (CRS-1)
2006 TelePresence
2008 Collaboration Portfolio
2009 UCS
2011 ASR 9000 Series
(1st Terabit-router)
2013 Network
Convergence System (Planet’s Fastest Router)
2014 Application-Centric
Infrastructure
1992 Groundbreaking Interior Gateway
Routing Protocol patent
1994 1st major supplier of
multiprotocol products awarded
ISO 9001 cert.
1998 1st small office/ home/
telecommuting cable modem
1986 1st multi-protocol router, the
Advanced Gateway Server
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Cisco Confidential 10 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Our Partnerships Put
You First
Nearly 70,000 Channel Partners
More than 26,000 CCIE Professionals
Strong Relationships with Industry-
Leading Partner Companies
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Cisco Confidential 11 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
1997 2010 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2011 2012
5.0
4.0
2013
Our Greatest Supporters: Our Customers
Source: Cisco annual survey; measured on a scale of 1 to 5 in fiscal years
4.06
4.15
4.22
4.33 4.33
4.30
4.33
4.37 4.37 4.36
4.41
4.44 4.43 4.43
4.45 4.45
4.49
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Cisco Confidential 12 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
culture employees
…are our competitive advantage
74K+ employees
165+ countries
380+ offices
17% other
39% engineering
20% services
24% sales
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Cisco Confidential 13 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Advisory Boards
Technical Assistance Center
Cisco Account Teams
Customer Surveys
Executive Briefings
Customer Visits
Listening is not a single event
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Cisco Confidential 14 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Executive Oversight
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Cisco Confidential 15 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Linking actions to outcomes
Embed real-time,
actionable insights in
every Customer &
Partner conversation
in order to drive
customer loyalty
Produce more real-
time, actionable
insights that people
can trust and use to
drive change that will
improve the Customer
& Partner experience
Listen
Understand
Act
Respond
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Cisco Confidential 16 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Building the Organization
Cultural considerations
Embracing Change
Listening centralization
Assuming authority
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Cisco Confidential 17 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Listening as a Service
Establishing our Brand
Providing expertise
Customer quality experience
Continuous innovation
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Cisco Confidential 18 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
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Thank you.
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Thanks for Your Participation
Jane Riad
Senior Manager
Listening Services Center
of Excellence
Tel: 408/526-8517
Adrian Vernon
Senior Program Manager
Listening Services Center
of Excellence
Tel: 408/527-3118
Dennis Gershowitz
VP, Service Strategies Practice
Tel. 910/270-5382
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Requests for Information
Check for upcoming webcasts at
www.omegascoreboard.com/webcast.php
Bill Bradley
VP, Marketing & Business Development
Omega Management Group Corp.
Tel. 978/715-2587