What does it imply to be “customer-driven”?
You’ve reached the mid-point of your 12 months, which implies it time to deliver the group collectively for second half planning. Despite the macro challenges that proceed to persist, issues are going nicely. All metrics are trending properly and your individuals are motivated. You middle the flip chart in entrance of the u-shaped tables and write “CUSTOMER-DRIVEN” on the high in massive, capital letters as people take their seats. This is merchandise #1 on the agenda: how can we turn into extra customer-driven? How can we be certain that the voice of our clients is documented and nicely represented in our merchandise? Three hours cross, and the group has a terrific dialogue. Ideas like “better internal collaboration”, “customer focus groups” and “executive briefings” all make the flip chart. The group feels completed, so that you ask them to debate the concepts with their very own groups and are available again in 4 weeks with a prioritized checklist. Time for lunch.
Is this sufficient? Are you “customer-driven” now? It’s begin, however as with something, it comes right down to accountability to motion. “Talking the talk” is necessary, however “walking the walk” is what units you aside. This is the mindset with CX Cloud, Cisco’s cloud-based digital community administration platform. It was born on the concept that our clients ought to drive its evolution. For two years, we’ve constructed groups, methods and plans round this customer-driven imaginative and prescient, together with the CX Cloud Beta Program.
But extra on that later. Allow me to introduce you to Victor.
Victor Prieto is the Head of Network Delivery at Enel, an Italy-based utility that has been powering houses, companies and cities internationally for 60 years, all with an unwavering deal with sustainability and innovation. I met Victor in October of 2021 as a part of Enel’s participation within the CX Cloud Beta Program, an unique program designed not solely to seize the voice of the shopper, however to amplify it. Enel joined the CX Cloud Beta Program in March of 2021, and during the last 18+ months, the CX Cloud Beta Program group has strived to ship a premium engagement based mostly on two key principals: accountability and innovation. When Victor joined the Beta Program group in October, it was apparent he personified these principals. So we immediately went to work.
Victor offered us with a particular problem: provide chain visibility. Enel, not not like different corporations inside their trade, was experiencing supply delays. How may Victor and his world group higher predict the supply of their essential Cisco gadgets? The fantastic thing about this request, and the explanation Victor has been such a implausible participant within the Beta Program, is that he was not trying to Cisco and CX Cloud to unravel the world’s provide chain points; fairly, he was trying to us to alleviate the difficulty. He and his group simply wanted aid. As a consequence, the problem at hand grew to become manageable, and an ideal case for innovation.
What adopted was a six-month collaborative prototyping course of that, by all requirements, was customer-driven. Our gifted CX Cloud engineers, together with the CX Cloud Beta Program group, deployed an iterative design course of, holding bi-weekly conferences with Victor to current progress and take his suggestions on enhancements and modifications. The finish consequence was a functioning prototype inside CX Cloud that allowed Victor and his group to at all times know the situation of their Cisco shipments throughout numerous levels inside the provide chain. This led to raised predictability, higher planning, and fewer guessing. We took a worldwide downside and shrunk it in to a manageable, solvable alternative. All with our good friend, Victor, main the best way.
Today, CX Cloud continues its journey to being customer-driven. Outside of the Beta Program, CX Cloud has a suggestions channel inside the consumer interface that permits our clients to supply concepts and options on methods to make CX Cloud even higher. If you’re already a CX Cloud buyer, we encourage you to make the most of this characteristic and submit your suggestions. We wish to hear from you. If you aren’t a CX Cloud buyer, begin right here to study extra. And to listen to extra from Victor, take a look at his tackle the worth behind Enel and Cisco’s long-standing partnership right here.
Have a terrific 2023!
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