Summary
Cisco’s IT organization often beta tests and deploys new products and services across the company to provide feedback to business units before offering the same solutions to customers. Transforming the customer experience by using the Zero customer approach, where customers’ can look to Cisco IT for guidance on how to best integrate and operate IT solutions in their own organization.
Problem
ZERO in
Cisco as Customer Zero
• Need to enhance product quality
• Learn what is the best way to solve operational problems
• Ability to place orders and get get customer support in an ecosystem one stop shop
• Ability to share what we learn about best pratices
• Test solutions early before reaching the customer
goals
Cisco’s IT environment offers a demanding use case for manageability, availability, reliability, and scalability, engaging with product engineering to provide feedback for future enhancements to discuss customers needs.
my role
My role as one of two UX designers was to role out a strategy to solve communication gaps within the organization and to identify roadblocks, streamline productivity, by eliminating bottlenecks and delays in the customer experience while understanding what was successful in the overall customer experience in how we work with customers.
webex SOCIAL and Jive integration
Cisco ZERO CuStomer eXperience
SOLUTION
Rigorous IT Experience LIfeStyle
• Prepares professional services, sales, and support teams
• Hardens products for real-world use at scale
• Improves the buying process
• Demonstrates business value throughout relevant use cases
• Builds a vast knowledge base for products