cisco customer experience (cx) · high-touch expert care customer issue customer benefits increase...

Ernest LaiSenior Manager, Customer Experience

Oct 2019

Cisco CX – Helping you Perform and Transform

Cisco Customer Experience (CX)

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

• Recap of Service Provider big trend

• Cisco CX Portfolio

• Customer Success Service Lifecycle

• What Installed, what next?

• Business Critical Services & High-Touch Expert Care

Agenda


Big Industry Trend with Different Solutions

The Evolutions Begins - 5G

Bridging the unconnected with Wifi 6

ACI Anywhere –Bridging On-

Prem, Color and SaaS

ACI Anywhere –Bridging On-

Prem, Color and SaaS

Mobile App monitoring

AIOps


OptimizeInfrastructure optimization, proactive innovation

and efficiencyAdvise & Implement

Support

Expand

Day 2

Cisco CX SP PortfolioOperateLand

Software

Product

Solution

Optimization

AdvisoryExpert guidance on technology to drive business outcomes

Implementation

Effective integration of solutions

Delivers integrated technical support for better operational and business results.

Day 0 - Day 1

4


* Some Enabled For Channel Resale

Solution

Softwarev

Product

• Solution Support for specific solutions:• E.g. ACI, HANNA, Security

• Software Support for Service Providers – Basic / Enhanced and Premium

• SP License Agreement

• Smartnet Total Care (SNTC) / Partner Support Services (PSS)

Business Critical Services (BCS)• Engineering• Architecture

High Touch Expert Care (HTEC)• High Touch Operation Manager• High Touch Engineer• Knowledge Management• Asset Management

Optimization

CX Support & Optimize Services for SP Portfolio


• High Level Design• Low Level Design • MOP Development• Network

Implementation Plan • Network Ready for

Use Plan• Best Practice

Recommendations• Modeling

• Project Management• Staging and Logistics• Physical Build• Test and Validation

• Solution Certification• Software Certification• Proof of Concept

• Site and infrastructure Readiness• Applications Assessment• Operations, Service and Business Management Assessment

• Customer Requirements Doc

• Architecture Plan• Network Reviews• Strategy Sessions

Customer Success Service Lifecycle – Day 0-1OptimizeImplementAdvise

Strategy & Analysis

Assessment

Design Validation

Deployment

Architectural Services Approach

ArchitectureAssessment

ArchitecturalRefresh

Refresh, Manage, and Scale

Business Critical Services

High Touch Expert Care

• MOP Execution/Zero Touch Provisioning

• Circuit migration • Node Migration• Technology Migration

Migration


Business Critical Services - Results to outcomes

Monitor through a single pane of glass

Risk and conformance tracking

Improved anomaly detection

Proactively tune network performance

Prioritize actionable decisions and remediate

Improved remediation tracking

Improved change management

Improved operational efficiency and reduced cost

Reduced network outages

Reduced number of TAC cases

Time saved by getting to the KPIs that matter

Streamlined change management

Reduced service downtime

Improved user experience

Improved customer satisfaction

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential


Benefits• Simplify operations, network implementation, and management

• Accelerate network transition with a strategic plan that prioritizes critical business needs

• Reduce risk and meet compliance requirements by understanding network infrastructure vulnerabilities

Make the most of technology while maintaining security, compliance and uptime.• Proactive and Innovative efficiency

• Infrastructure Assessment and Audits

• Software Recommendation• Knowledge Transfers


High-Touch Expert Care


Customer IssueCustomer Benefits

Increase speed of incident and problem resolution

Enhance network agility and reliability

A partner with “skin in the game” –shared risk

• Help with managing infrastructure complexity• Remediate issues quickly and accurately• Need support from a team that knows me

and knows my network

Solution

High-Touch Expert Care optimizes the management of your network to increase operational efficiency and maximize availability. This personalized, premium service offers a wide range of benefits that collectively focus on a single objective: achieving your desired operational outcomes.

Unified Service Delivery Process


Business Critical Services - Delivery Team Roles*

Customer

NETWORK CONSULTING ENGINEER

HIGH-TOUCH TECHNICAL ENGINEER

LEARNING ADVISOR

ASSET MANAGER

• Software lifecycle Management• Security & Vulnerability analysis• Software recommendation

• Technical depth• Root cause analysis• Customer network familiarity

• Training recommendations to address knowledge gaps

• Track and manage assets• Contract management

optimization

Output Risk mitigations Customer andtechnology insights

Training recommendations

Reporting on IB inventory and contracts

*Your delivery team might include some or all of these roles depending on your desired resource mix and whether you have purchased optional components.

• Single point of contact• SR and escalation management

Cisco Team Lead (HTOM)


Dynamic and Continuous Cycle of ImprovementKnow the Customer’s

Environment and Objectives

§ Build and expand relationship and knowledge

Operational Support§ Coordinate support organizations,

escalation process and customer resources

§ Restore normal service operations as quickly as possible

§ Minimize adverse impact of incidents on business operations

Analytics§ Operational, trending, statistical,

observational, gap analysis;

§ Customer data

Insightful Recommendations§ Based upon analysis

and trends

Implementation§ Best practices

§ Improved processes

§ Improved operations

Customer Self Reliance§ Improved operational efficiency

§ Minimize business disruption

Focused on Operational Outcomes


Business Critical Insights Portal Architecture

Data Collection Insights

KPI collection and aggregation

Data collector Analytics portal UI

Data correlation with Cisco intellectual capital, analytics, web-based visualization and

reporting for engineering and operations

Secure connection

over internet

Cisco Experts who prioritize and recommend

remediation

Data Analysis

More than 30 years of Cisco Intellectual Capital Best Practices

Telemetry from Customer Network

Performance Data from 3M+ Devices

Real Data

Real Data

Real Data covered


Inventory


Security Advisory


• MOP Execution/Zero Touch Provisioning

• Circuit migration • Node Migration• Technology Migration

• High Level Design• Low Level Design • MOP Development• Network

Implementation Plan • Network Ready for

Use Plan• Best Practice

Recommendations• Modeling

• Project Management• Staging and Logistics• Physical Build• Test and Validation

• Solution Certification• Software Certification• Proof of Concept

• Site and infrastructure Readiness• Applications Assessment• Operations, Service and Business Management Assessment

• Customer Requirements Doc

• Architecture Plan• Network Reviews• Strategy Sessions

Customer Success Service Lifecycle – Day 0, 1 & 2OptimizeImplementAdvise

Strategy & Analysis

Assessment

Design Validation

Deployment Migration• Operation Support• Network

Health Check• Network Audits• Design Support• Network

Optimization• S/W

Recommendation • EoL, EoS, Field

Notice Awareness

Architectural Services Approach

ArchitectureAssessment

ArchitecturalRefresh

Refresh, Manage, and Scale

Business Value + Business Outcome


cisco customer experience (cx) · high-touch expert care customer issue customer benefits increase...

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