6 Leadership Qualities for the Subscription Economy

5b71a3596bdfe-460x230If 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

5b4e250694466-460x230When 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

5b2d63cb28fd2-460x230 (1)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

laughingA 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

5af5cf8d1f090-460x230Our 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

5ae380d71b273-460x230Educating 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...

4 Ways to Reimagine Your Business with AI

5a9d5d47c1f4e-460x230AI holds tremendous potential to be a disruptive force, but only a small percentage of companies appear to be capitalizing on it, according to recent research published in MITSloan Management Review. The way I see it, what stands in the way of progress for most businesses isn’t what you might expect. Getting started with the technology...

How Digital Engagement Drives Customer Success for a Cisco Partner

5a970fd8cc264-460x230As Senior Warranty Manager for Insight, a global technology provider, Cheryl Fischer has witnessed the changes brought on by the subscription economy first hand. I recently sat down with her to discuss how her organization is using Lifecycle Advantage to digitize customer engagement and increase value across its global client base. John: Can you share...

Avoid CX Disasters with These Three Digitization Strategies

5a8af12a8bce1-460x230Ideally, digitization should simplify the user experience, making it faster and more convenient for customers to interact with a company. But all too often that isn’t the case. In fact, when done wrong, digitization can add layers of unnecessary complexity, resulting in confusion and frustration, and ultimately, delivering the complete opposite of its intended outcome....

Take the Quiz: Are You in Digital Denial?

5a73607766a40-460x230Get Inspired to Go Digital in the New Year Is your organization in digital denial? The first step is recognizing it, and the next step is admitting the need to do something about it. TAKE THE QUIZ: Are You In Digital Denial? But don’t wait too long. Experts say that businesses that resist or even...