Cisco Redefines Customer Experience with New Partner Opportunities, Value to Customers

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By STS News Desk On Nov 6, 2019

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Cisco Partner Summit — With IT driving business transformation, leaders feel boardroom pressure to deliver results while coping with skills gaps and struggling with increased complexity. To address this, at Cisco Partner Summit, Cisco CX announced new developments to a lifecycle selling approach that accelerate customer success while supporting growth for its partners.

“Selling across the lifecycle is the largest opportunity for our partners to position customers for a successful digital transformation. Partners are integral to delivering on the Cisco Customer Experience vision, which is why we have designed our entire CX portfolio with partners in mind,” said Maria Martinez, Executive Vice President and Chief Customer Experience Officer. “Cisco’s unique CX approach, insights, and digital capabilities can help partners modernize and monetize their services to drive business transformation.”

Cisco’s annual Partner Summit attendees will get an update from one year ago when Martinez first unveiled the Cisco Customer Experience strategy. Since then, Cisco focused on investing and developing partners’ lifecycle services. The biggest developments include hiring new CX roles that help drive more business to partners, delivering specialization criteria and certification curriculum, and a refreshed SuccessHub for partners with lifecycle content and role-based training.

While growing partners’ lifecycle services to accelerate customer success, it is also announcing services to grow partners’ profitability. Cisco’s new offers were all designed with partners in mind and enable partners to book bigger deals, expand their offerings, and scale digitally – all to deliver a superior customer experience.

Key new offers Cisco is announcing include:

Business Critical Services (BCS) 3.0: Packaged expertise, analytics, and insights guiding customers to perform and transform. The services’ actionable insights, recommendations and automation are powered by AI & ML with access to Cisco and partner experts.

BCS 3.0 was built to address key needs for the Architecture, Engineering, NetOps, SecOps, and DevOps functions. New BCS 3.0 packaging (Essentials and Advantage) allow partners and customers to choose how best to integrate BCS 3.0 into their environments.

Solution Support: Solution-level coverage and coordination for all Cisco technology portfolios that resolves complex issues on average 44% faster than device-level support. Customers and partners get access to a primary point of contact with product and solution expertise across 30+ Cisco solutions, 250+ Cisco products, and 100+ technology providers. Cisco is now extending this offer to cover software subscriptions. Support for Collaboration is now available, followed by Cisco Digital Network Architecture (DNA) and Security in early 2020 with others to follow.
Operate Offers: An updated portfolio of managed services that help partners simplify IT operations and ensure availability of their customers’ networks. Packaged for partner resell, allowing partners to rapidly deliver managed services capabilities from Cisco while adding to or creating new managed service practices. These offers draw upon industry-leading orchestration and automation capabilities to proactively identify and resolve issues before they occur.