cisco

Did Cisco just make a big Blockchain mistake?

We are currently finalizing a new report on Enterprise Blockchain. This research has allowed us to spend time looking at the market globally, its trajectory, and its potential value. It has also allowed us to talk to both vendors and users of Blockchain to understand and codify the core use cases. There have been some …

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Cisco – Reinventing the Customer Experience

First, let’s put Cisco into context. Cisco is a giant with over 60,000 partners generating 85% of its revenue. Technology firms that sell through partners historically had a hands off approach to the customer experience (CX), as managing the customer is considered the partners job. Over the past few years this analyst has seen first-hand the enormous disconnect that such an approach to CX can generate. In a nutshell, the tech firm thinks the customer loves them (after all they spend money on their licenses and products), but in reality the customer loathes them, as nothing works as promised, and they are left to pick up the pieces and sort the mess out themselves.