Embed Size (px)
Citation preview
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
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
Centering Your Corporate
Strategy Around Customer Service Excellence
Dennis Gershowitz VP, Service Strategies Practice
CEMDNA Playbook Strategy℠
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
Customer Centricity at Cisco
Jane Riad & Adrian Vernon
Listening Services Center of Excellence
July 23, 2014
Cisco Confidential 7 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Two Cables and a Desire to Connect
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
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
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
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
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
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
Cisco Confidential 14 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Executive Oversight
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
Cisco Confidential 16 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Building the Organization
Cultural considerations
Embracing Change
Listening centralization
Assuming authority
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
Cisco Confidential 18 © 2013-2014 Cisco and/or its affiliates. All rights reserved.
Thank you.
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
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
![CHAPTER Inspecting Packets - Hacktresshacktress.com/wp-content/uploads/2016/02/inspecting...† Using redundancy [with protocols such as Cisco’s hot standby router protocol (HSRP)]](https://img.pdfslide.us/doc/110x75/61236fba42d739074c1efc09/chapter-inspecting-packets-a-using-redundancy-with-protocols-such-as-ciscoas.jpg)
