23-25 April 2024
Virtual & In-Person*
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Monica
Koedel
Leader of Cisco's digital Customer Experience organization at Cisco Systems
"Scaling Customer Experience through Digital and Partners"
"Scaling Customer Experience through Digital and Partners"
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Session: Scaling Customer Experience through Digital and Partners
Your CX practice needs to reach all of your customers, not just your largest. To do that cost effectively, companies must scale digitally, and with their channel partners. In this presentation, you’ll learn how Cisco leverages both approaches with personalized outreach to hundreds of thousands of customers worldwide and with 7,000 partners.Cisco gives partners visibility into customer adoption and renewal data, insights, and information to help them lead customers through the lifecycle and scale their customer success practices. At the same time, we connect partner and Cisco CSMs and renewal managers, so that both teams have visibility to each other’s customer engagements.
We’re also providing customers with a completely digital adoption and renewal path – from notification to guided resources, to commerce – for those who wish to a purely digital experience.
As a result, the company has seen significantly higher customer satisfaction and adoption rates, increased renewals, and more upsell and cross-sell bookings.
Key Takeaways
- scaling CX through digital and partners is how companies can reach all customers, increase loyalty, and drive growth
- digital is the experience, no longer one element of it, as all customers (B2C and B2B) engage digitally
- connecting data, processes, and platforms across companies and with partners is essential to delivering the guided, intelligent experiences that customers demand
- in today's economy, digital and partner help companies reach their entire customer base without hiring more people (or ignoring those customers they can't reach with people)
Bio
Monica Koedel plays an instrumental role in accelerating Cisco's CX strategy and advancing the organization's ongoing, company-wide digital transformation. As Cisco’s Senior Director for Digital Experience, she oversees a high-performing team of digital experience experts, journey developers, data scientists and platform architects with a mission to design and deliver fully-connected interactions across the entire customer and partner relationship lifecycle. Recognized for her results-oriented leadership, she has been tasked with building a massive data-driven infrastructure to proactively engage with customers and partners and ensure that the digital experience they receive is unparalleled in the industry. In 2017, Monica was named one of DMN’s 40Under40 leaders. She has earned a number of industry honors including the SiriusDecisions ROI Award along with multiple Oracle Markie Awards. She is a featured speaker at conferences and panels, including at the TSIA Technology Services World 2021. Monica is a contributing member of the Forbes Communications Council.