2. Did You Know… A vast number of customer interactions no longer happens in the office or contact center, rather takes place in the Social Media, Wikis and blogs
3. Did You Know… If Facebook were a country, it would be the world’s fourth largest between the United States and Indonesia
4. Did You Know… The #2 largest search engine in the world is YouTube
5. Did You Know… 80% of Twitter usage is outside of Twitter… people update anywhere, anytime… Imagine what that means for bad customer experiences?
6. Did You Know… 25% of search results for the world’s top 20 largest brands are links to user-generated content
7. Did You Know… 34% of bloggers post opinions about products and brands
8. Mobile Device Usage 81% working harder than 5 years ago 87%bring their mobile devices to their bedroom 84%check them before going to bed 85%sneak a peak in the middle of the night More than 35% said they would choose their PDA over their spouse
9.
10. Changing the Way We Work Collaborative Tools Text Voice, Video Social Networking Many Video on Demand Discussion Forums Unified Communications Wikis Contact Center Blogs Number of Stakeholders Email Conferencing Phone IM TelePresence Documents One Vmail “Raising the productivity of employees whose jobs can't be automatedis the next great performance challenge—and the stakes are high.” McKinsey & Company, The 21st Century Organization
14. Cisco Collaboration Portfolio Enterprise Social Software IP Communications Telepresence Mobile Applications Conferencing Customer Care Messaging
Hinweis der Redaktion
As we think about the Participation age, I thought I would share a few interesting facts about how we are consuming and publishing data. Sure Social Media in the consumer market is hot, but are you ready for it in the enterprise? Did you know….Transition:How about the effects of Mobility…and the impact of Mobile Device usage on Collaboration?
As we think about the Participation age, I thought I would share a few interesting facts about how we are consuming and publishing data. Sure Social Media in the consumer market is hot, but are you ready for it in the enterprise? Did you know….Transition:How about the effects of Mobility…and the impact of Mobile Device usage on Collaboration?
As we think about the Participation age, I thought I would share a few interesting facts about how we are consuming and publishing data. Sure Social Media in the consumer market is hot, but are you ready for it in the enterprise? Did you know….Transition:How about the effects of Mobility…and the impact of Mobile Device usage on Collaboration?
As we think about the Participation age, I thought I would share a few interesting facts about how we are consuming and publishing data. Sure Social Media in the consumer market is hot, but are you ready for it in the enterprise? Did you know….Transition:How about the effects of Mobility…and the impact of Mobile Device usage on Collaboration?
As we think about the Participation age, I thought I would share a few interesting facts about how we are consuming and publishing data. Sure Social Media in the consumer market is hot, but are you ready for it in the enterprise? Did you know….Transition:How about the effects of Mobility…and the impact of Mobile Device usage on Collaboration?
As we think about the Participation age, I thought I would share a few interesting facts about how we are consuming and publishing data. Sure Social Media in the consumer market is hot, but are you ready for it in the enterprise? Did you know….Transition:How about the effects of Mobility…and the impact of Mobile Device usage on Collaboration?
Transition: These complexities are having a dramatic impact on business – slowing key business processes, reducing responsiveness to customers and market trends and most importantly - causing missed opportunities for your customers. So how can IT help the business?Well, while we have made significant IT investments in transactional systems over the past decade, they aren’t suited to address these complexities.Those systems that automate routine tasks, like order processing, HR self-service systems or inventory management are enormously important – businesses run on them and have achieved huge productivity gains over the last decade. They were and continue to be the right investments at that timeBut the trends I described are affecting those repeatable business processes that depend on people - processes that have multiple decision makers and multiple right answers.Business today needs to focus on improving interactions to achieve new gains in innovation, creativity and decision efficiency. And now more than ever with reduced teams, reduced budgets and reduced travel – what some call the new normal – collaboration is more critical than ever. And those businesses that harness collaboration will drive competitive advantage.A new collaboration experience is needed to address today’s business complexities. Cisco is enabling this by bridging the silos between communications-centric systems, Web 2.0 capabilities and today’s text and document-centric systems.And the primary collaborative tools in this same era have been primarily text or document-centric, with tools like email, IM and portals or workspaces as the primary tools. And these tools are best suited for 1 to 1 or 1 to few interactions.Transition: But increasingly, we see businesses adopting a much broader tool set – one that encompasses many people in the collaborative process, and incorporates video and voice capabilities.And these tools are changing the way we work within and between companies, partners, suppliers – even customers. Blogs, wikis and forums to allow for large numbers of people to submit and gain expertise in a text or document centric wayAnd increasingly, especially as budgets for travel are reduced, a new focus on video and voice as part of the collaborative solution.Solutions such as telepresence which enable that lifelike video experience for one to few or few-to-few interactions. A better experience, in fact, if the meeting would not have happened at all due to travel constraints.And broad-based video experiences through solutions such as video on demand or webinars. Increasingly used by business leaders and executives to help align their organizations and teams around strategic initiatives or key business objectives. Because video conveys the emphasis, and emotion, that documents and text just can’t.Transition: So what can collaboration do to improve the bottom line? Well, we don’t believe its just about Technology?
Transition: Its equal parts Process, Technology and CultureOur commitment to collaboration doesn’t just come from a “what we sell” perspective. I believe what is more important is our commitment to it as a culture and a process to improve our own innovation and creativity. This commitment starts with John Chamber and permeates our decisions –Collaboration is how we workCisco has been on the collaboration journey for over two years now…and the results we’ve seen are staggering. Cisco’s Councils and Boards are enabling our ability to do more faster.Originally command and control allowed us to focus on 3 priorities at a time, now we have 32 with the introduction of boards and councils And participating in developing and driving our strategy has been expanded out from roughly 100 executives to about 750… and growing. With the goal of involving at least 1500 leaders.In 2008, in 180 days, we realigned $500 million in resources to our FY09 priorities.When the economy declined dramatically in late 2008, we were able to quickly realign $500 million to our most critical priorities… in only 90 days. We were doubling down, when several other companies were battening down the hatchesWhat we are doing with collaboration today mirrors the early days of the Internet when Cisco led “e-enablement” for taking business processes online and automating them. Cisco led this transition a decade ago, and now we’re doing the same with collaboration. With our commitment at all three levels – process, culture and technology – there is no better company for our customers to partner with as they develop their own collaboration strategy and continue their own collaboration journey.Transition: Now collaboration is not new - we have collaborated with each other in various ways for years. But some fundamental elements are changing. Let’s take a look at how.
Cisco’s strategic direction for collaboration has 5 key elements. First, an interoperable, open architecture is a top priority for Cisco. We recognize that people inside the organization and their partners and customers outside operate in different workspaces, with different applications, on different devices and operating systems. Inter-company collaboration is simply not possible without broad and deep interoperability – it is absolutely critical and something the industry needs to be committed to – as it’s in the best interest of all of our customers. Cisco’s goal for interoperability is to enable any device or application to leverage that same core of collaborative services that our own devices and applications have access to. This includes other collaborative applications, business applications, custom applications that our customers or developers build with any of our development tools, and of course any 3rd party devices like the smart phones.Next, while collaboration today is largely within the organization with our own work groups or teams, we firmly believe that collaboration over the next couple years, will extend beyond the firewalls…With inter-company collaboration, organizations are able to securely collaborate with their partners, suppliers, and customers as if they were behind their own firewall.It’s a fact that business processes extend beyond corporate firewalls. That means they have to include people outside the company as readily as they do people inside the four walls.Procter & Gamble has already put a public stake in the ground, that over 50% of their products are created or impacted by crowd-sourcingIn many ways, the manufacturing industry has led the charge in driving inter-company collaboration ― operating seamlessly with partners, suppliers and customers. Now, other industries are poised to do the same, and it will result in tremendous value on all levels: operational, product/service, business model. Next, we believe that collaboration is moving from text and document-centric, to communications and people centric. Next to a face-to-face meeting, video is the most natural way for human beings to communicate. In fact, studies show that over 90% of our communication is from non-verbal clues – our body language. Especially in this era of reduced travel, video has the ability to increase the trust we build without Video will be a transformative element that will become as easy to use as documents are today – as easy to create, publish, search and repurpose. And Cisco will be enabling video throughout our portfolio, not just as end points. Next, we believe social software will change the way business works. As human beings, we have a natural tendency to build relationships and seek others with like minded interests; we want to share information, broadcast our preferences and contribute our expertise. Social networking has surpassed personal email as the fourth most popular online activity It’s growing twice as fast as any of the three sectors ahead of it (search, portals, PC SW).So how does this translate to the business world? The rigidly structured, silo’d teams that were traditionally put in place in most enterprises will give way to more fluid, ad-hoc communities.Companies will increasingly rely on “clusters of experts” to get critical projects completed. These groups will form dynamically to achieve a shared outcome.This self-organizing cycle repeats itself as needed. It is efficient, agile, and produces quick results since experts are drawn to projects rather than assigned top down. In the future, people may be dynamically tagged with specific expertise based on their activity in the network – for instance; what applications they work in, which websites they visit, etc. Cisco will deliver Enterprise Social Software with the ease of use, speed and ubiquity that social networks offer in the consumer world – combined with – the security, availability, quality of service, and reliability required by the enterprise. And finally, enterprise and IT architects won’t be making decisions in the context of on-premise versus on-demand. Flexible deployment models are required based on the company, their IT resources and priorities. In fact both the enterprise network and the cloud will play integral roles in enabling a comprehensive collaboration platform – especially inter-company collaboration. Our vision at the infrastructure layer is to blend the best of both worlds. To couple the robustness, security and performance of the enterprise network with the openness and flexibility of the Cisco WebEx Collaboration Cloud. Last, we believe that all of these must be brought together into an integrated experience. One that addresses ALL of the essential elements of collaboration I just discussed. Solutions that focus on just one or a few of these elements will not be effective. Whether we’re talking about the customer experience in a retail store, the experience in financial services, the forklift operator’s experience in manufacturing, or the doctor/nurse/patient experience in healthcare – our vision for collaboration is not just to optimize business processes, but rather to enable new and better experiences that translate to tangible and differentiated business value.Transition: Before I describe why Cisco is best positioned to deliver collaborative solutions that meet these requirements, let me first update you on Cisco’s collaboration portfolio – including some exciting new entrants.
