Customer Experience

Webex Connect's Second Quarter

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Webex Connect's Second Quarter

Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers. With its ability to handle customer communications over multiple digital channels, its variety of integration options, and quick agent escalation, Webex Connect has become an efficient solution that is relied upon by the Cisco Store. Session Breakdown and Agent Handover 455 total chatbot sessions occurred at…

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The We Are Cisco Singers: The Power of Authenticity and Connection

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The We Are Cisco Singers: The Power of Authenticity and Connection

Being yourself is something that, for me, is key to being successful. One of the things that I love the most about working at Cisco is that I can be my true self. During the day, I’m a Business Operation Manager and part of the Global Staffing Team, and at night, I’m a hard rock/ metal singer.   In 2020, during the pandemic, connecting with people was difficult due to all the uncertainty and restrictions…

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Retail Tech Deep-Dive: Webex Connect

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Retail Tech Deep-Dive: Webex Connect

Join us as we dive deeper into Cisco and Cisco Partner technology deployed at the Cisco Store! We asked Jeremy Martin (Sales Leader, Americas, Webex CPaaS Solutions) to discuss Webex Connect and how it is used in the Cisco Store and the larger retail industry. Jeremy leads sales in North and South America for the Webex cloud communications platform (CPaaS) solution. He has more than two decades of experience helping clients and partners create and…

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Beyond the Race: An Ironman Journey of Endurance, Inclusion, and Growth

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Beyond the Race: An Ironman Journey of Endurance, Inclusion, and Growth

We woke up in the stillness of predawn, driven by our year-long commitment and unwavering dedication. That’s because we’re not just Cisconians. We’re swimmers, cyclists, runners, and on the brink of our defining moment. Ironman Village is brimming with triathletes from across the globe, and their collective energy is palpable. The atmosphere is a blend of excitement and apprehension because what we’re about to undertake is nothing short of audacious. Yet, amidst the jitters, a…

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The Rise of Digital Customer Experience

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The Rise of Digital Customer Experience

Digital customer experience (DCX) is a hot topic these days. As a digital team leader at Cisco, I was recently asked to speak about it at an industry conference. You should know that when I’m put in front of an audience, I often lean on hyperbole as a verbal crutch to help sell a point. I opened that speech with a bold overstatement, hoping to elicit a few laughs: “Digital customer experience is the most…

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