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Looking Back on Lessons Learned in 2018

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There are opportunities to learn from every interaction, and we should always look back to learn from our successes and from our mistakes. Revisit some of this year's highlights as well as where we identified we could do better. Learn what Cisco has on the horizon as we celebrate 2018.

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Looking Back on Lessons Learned in 2018

  1. 1. Looking Back on Lessons Learned in 2018 Today’s host Nichole Lemieux Senior Digital Experience Manager Customer Experience, Connected Digital Interactions Cisco
  2. 2. © 2018 Cisco and/or its affiliates. All rights reserved. Customer success methodology People Process Platforms Content Analytics
  3. 3. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. Cisco SuccessHub On demand webinars, videos, infographics, blogs, whitepapers and much more! Visit SuccessHub
  4. 4. Looking Back on Lessons Learned in 2018 Today’s presenter Steve Cox Senior Director, Customer Experience Connected Digital Interactions Cisco Today’s presenter Sanjiv Patel Director, Data Science Data andAnalytics Connected Digital Interactions Cisco
  5. 5. © 2018 Cisco and/or its affiliates. All rights reserved. Massive market change Customer experience Lifecycle Digital
  6. 6. © 2018 Cisco and/or its affiliates. All rights reserved. Meet today’s customer Empowered and knows what he wants and he wants it now. Values quality content that is personalized and directly addresses pain points. A positive experience is his top priority Informed, connected, and digitally driven
  7. 7. © 2018 Cisco and/or its affiliates. All rights reserved. The future of customer experience Digital first Data enabled Personalization Artificial intelligence Collaboration
  8. 8. © 2018 Cisco and/or its affiliates. All rights reserved. Talent not technology Marketing automation User experience Storytelling Data Science Customer Listening Journey mapping
  9. 9. © 2018 Cisco and/or its affiliates. All rights reserved. Work where you are
  10. 10. © 2018 Cisco and/or its affiliates. All rights reserved. Bridging the skills gap Supply Demand
  11. 11. © 2018 Cisco and/or its affiliates. All rights reserved. Merging business and technical skills
  12. 12. © 2018 Cisco and/or its affiliates. All rights reserved. Moving beyond your comfort zone Your comfort zone Where the magic happens!
  13. 13. © 2018 Cisco and/or its affiliates. All rights reserved. Talent is a multiplier What makes our culture unique? Why do you come to work each day? What are the things you should never stop doing?
  14. 14. © 2018 Cisco and/or its affiliates. All rights reserved. Lead and love your tribe COREVALUES Belonging Appreciation Purpose
  15. 15. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. • Value setting • Vulnerability based trust • Team challenges and team building • V2MOM alignment Belong to a tribe
  16. 16. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. • Appreciation languages • Give credit • Leverage tools to scale • Lead with happiness & practice gratitude Appreciation
  17. 17. © 2018 Cisco and/or its affiliates. All rights reserved.© 2018 Cisco and/or its affiliates. All rights reserved. • Narrative and storytelling • Involve & share experiences • ‘Give-back’ initiative Purpose
  18. 18. © 2018 Cisco and/or its affiliates. All rights reserved. Setting your team up for success Be authentic and live it Encourage and celebrate Listen with purpose
  19. 19. @CiscoPartners Let us know what you think! customersuccesstalk@external.cisco.com © 2018 Cisco and/or affiliates. All rights reserved. Cisco public.
  20. 20. © 2018 Cisco and/or its affiliates. All rights reserved.© 2017 Cisco and/or its affiliates. All rights reserved. Upcoming sessions Year in Review December 2018 Take a look back at the SuccessTalk learning series and the presenters that inspired, educated and helped to shape the connected customer experience in 2018. Sign up for a webinar© 2018 Cisco and/or affiliates. All rights reserved. Cisco public.

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