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Wednesday, July 27, 11:00am

The Frictionless Support Chain: Cisco’s Low-Touch Customer Experience

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Overview

A frictionless customer experience begins with the integration of People, Processes, and Technology throughout the “support chain”. People and digital processes must communicate efficiently, in real-time; anticipate and respond to customer requirements, all while minimizing interruptions.

Cisco has taken the frictionless customer experience into the second digital wave. Join us at 11AM ET (4PM BST) on Wednesday, July 27th, to hear from Cisco’s Chris Dexter, VP of Customer Experience, and Linda McDougall, Director of Supply Chain Services and Logistics, Global Customer Delivery. Together, they will share insights into The Cisco Frictionless Customer Experience and how the combination of intellectual capital (IC) between Cisco Technical Assistance Center (TAC) and a highly efficient Supply Chain plays an integral part in their continued success of happy customers. You will hear:

  • How Cisco streamlined people and processes across the support chain
  • Innovations that catapulted Cisco’s CSAT scores
  • How does recovering high-valued field assets positively impact CX
  • Why frictionless is critical to business success

In the second half of our webinar Chris Dexter will be joined by CEO, John Carroll of Service Council, and former Cisco Senior Director of CX, Mawgan Wilkins now SVP of Strategic Transformation at OnProcess in a Frictionless roundtable discussion focused on:

  • How does AI help Cisco’s customer experiences
  • What are Cisco and other leading companies doing that others can implement now
  • Service Council Research
  • Innovations, the future, lessons learned, and open Q&A


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Service Supply Chain

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