Intranet Case Study Cisco

October 2014

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Todd West Senior Manager, IT

Global Marketing and Corporate Communications

14 years at Cisco

towest@cisco.com

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Cisco’s Vision and Strategy

Strategy

Solve our customers’ most important business challenges by delivering intelligent networks and technology architectures built on integrated products, services, and software platforms

Vision

Change the way the world works, lives, plays, and learns

Founded in 1984 $44B Annual Revenues 75,000+ Global Employees

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Where We Have Been

Where We Are Today

Where We Are Going

How We Are Getting There

Q&A

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Cisco’s Intranet Evolution

Web 2.0 Integrated Workforce Experience

Integrated Digital Experience

2002-2006 2006-2008 2008-2014 2014+

Connected to the Whole §  Consistent UI §  Unified navigation §  Robust enterprise news

integration §  Streamlined development §  Findability, informed

workforce §  Empowered corporate

communicators

Unified Intranet

Voice of the People §  Collaboration tools §  Democratization of

publishing §  Multiple communication

vehicles §  Communication and

collaboration enablement

Social Intranet §  Personalization/

Customization §  Connected/Relational §  Contextual §  Device neutral §  Ecosystem integration §  Productivity acceleration §  Foster cross-functional

collaboration

Empowered Workforce §  Internal/External

Convergence §  From capability to policy

driven management §  Rapid development §  Lower TCO §  Flexibility §  Adaptability §  Mobility

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Cisco Intranet Acclaim

2012 IABC Gold Quill Award of Excellence & LACP Inspire Award:

We are Cisco Snapshots

2013 Computerworld Honors Laureate Award: WebEx Social Mobility Services Community

2005, 2007 Nielsen Norman Group

Intranet Information Architecture

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Where We Have Been

Where We Are Today

Where We Are Going

How We Are Getting There

Q&A

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Driving Relevant Digital Experiences

Web: Information,

revenue, service and

support

Mobile: Real-time

engagement anywhere

Social/ Communities:

Expanding awareness; stronger ties

Video: Rich,

immersive, high impact

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Users visit with a specific task in mind and want to get their task done quickly and efficiently

Capabilities provided for both “official” and casual content

Some tools have already migrated to the cloud including payroll information

Next phase of evolution is convergence with Cisco.com

Offers information, tools and connections with global access.

Web – Vehicle for Information and Support

The Corporate Directory is the number one tool on the Intranet.

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Find and Connect to People Using Cisco Directory

Over 6.5 million profile views a month Click to connect real-time via Instant Message and Phone

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Mobile – Anywhere, Anytime, Any Device

BYOD, CYOD: Any Trusted Industry standard Device

Global Service Provider Partnerships

Corporate and Personal Paid Plans, Strong terms of Use

Other 14,726 35,908 17,273 53 632

-0.1% Growth

-1.7% Growth

1.2% Growth

-11.3% Growth

0.3% Growth

78,733 43,262 8,627

-1.4% Growth

-0.1% Growth

1.4% Growth

69,544

Personally

Owned

Mobile

Devices

(BYOD)

130,622

Corporate

Provided

Laptops

(CYOD)

952

6.0% Growth

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Business Apps & Store – Transact from the Intranet

Cisco currently has 50+ internal apps delivered through a

consolidated internal eStore.

Best of breed Native Apps & Responsive Design

Cisco eStore as a catalog of all Apps & services

Robust App Lifecycle, selection of enterprise and Line of Business apps

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Cisco Maps My Approvals CiscoTV

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Social and collaboration capabilities

Share information, store documents

Collaborate in a community; co-create information

Click to Chat, Call, WebEx Meeting in real time

Embed social in business process

Social – Collaborating in Real time

Enables employees to solve issues collaboratively and proactively.

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Video – Interactive, High Impact

Internal “YouTube-like” capabilities via Cisco Show and Share

The majority of employees attend major events via video

Cisco has over 80 internal live broadcasts per month!

Over 300 videos uploaded every month

12 broadcast quality studios around the world and over 1,000 TelePresence units

Video conferencing is pervasive throughout the organization

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Where We Have Been

Where We Are Today

Where We Are Going

How We Are Getting There

Q&A

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EXTERNAL

INTERNAL

Cisco’s Digital Evolution

2002 2008 2014 2015+ 2004 2006 2010 2012

Unified Intranet Video

Integrated Digital

Experience

Web 2.0 Mobile Workforce Experience Video

Social Media Cisco.com Revenue Enablement Mobile Video

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EXTERNAL

INTERNAL

Cisco’s Digital Evolution

2002 2008 2014 2015+ 2004 2006 2010 2012

Unified Intranet Video

Integrated Digital

Experience

Web 2.0 Mobile Workforce Experience Video

Social Media Cisco.com Revenue Enablement Mobile Video

Our Vision

•  Create an integrated digital ecosystem

•  Innovate through agility and efficiency

•  Lead transformations in technology and emerging trends

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Emerging Trend: Convergence Employee User Behavior Leads Future Architecture Design

Find Product Information

Find People

Intranet

Cisco.com

Publish Content

View News / Updates Complete Tasks

(Tools/Apps)

Most Frequent Tasks 1.  Find Information 2.  Find and Connect

with People 3.  Use Tools / Apps 4.  Consume News /

Announcements 5.  Obtain Help/Support

Most Frequent Tasks 1.  Find Product Info 2.  Consume News /

Announcements 3.  Use Tools / Apps 4.  Find Event Info 5.  Find and Connect

with People

Source: Cisco Intranet Employee Survey May 2014

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Cisco.com

CEC - Intranet

Emerging Trend: Convergence

Leverage a common platform to deliver an integrated experience across employees, customers, partners and prospects of Cisco

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Emerging Trend: Convergence Why put your Intranet on your external website?

Enable employee advocacy

Improve employee productivity and customer service

Reduce duplication of content

Drive operational efficiencies

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Where We Have Been

Where We Are Today

Where We Are Going

How We Are Getting There

Q&A

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Guiding Principles for Intranet Transformation

Capability-centric approach

In-context collaboration experience

Mobile first

Leverage IT platforms for employees, partners and customers

AudienceFocus

Simple

Relevant

Excellent

Connected

User Experience Centered Design & Architecture

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Agile Design and Development

Early Integration

Milestone 1 Extend Sandbox

Milestone 2 Go Live

Milestone 3 Extend Production

Milestone 4 Complete

Milestone 5

Content Transition & Publishing

Capabilities / Architecture

Change Management

Success Metrics

Dem

onst

rate

Re

adin

ess

Iterative User Testing

Internal Digital Advisory Forum Vanguard of change champions across the company

•  Over 200 influencers and

champions

•  All theatres, business organizations •  Input and feedback on strategic

digital initiatives

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Key Takeaways Recommendations for Success

Establish both formal and organic committees for accountability and real-time business input

Prioritize user experience over technology religion

Leverage current, relevant trends in mobile responsive design, cloud and agile development

Understand change impact; invest in change management plans and execution

Be patient and consistent in direction; more of this is needed as the company grows

Governance Structure

User Experience

Agility Change Management Consistency Governance

Structure

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Where We Have Been

Where We Are Today

Where We Are Going

How We Are Getting There

Q&A

Thank you.