Computacenter Shares Insights and Finest Practices on the Platform that Offers an Distinctive Buyer Expertise
After a lot anticipation, we’ve got launched Cisco’s Associate Expertise (PX) Cloud in Basic Availability (GA) worldwide! Beginning this week, Cisco companions that resell Success Tracks will now get computerized entry to the PX Cloud platform, the Cisco CX single pane of glass, to handle prospects’ lifecycles.
The accomplice’s version of the purchasers’ CX Cloud, the PX Cloud, is companions’ digital gateway to real-time knowledge and analytics, service creation, monetization alternatives, and insights for best-in-class proactive help. Now, companions get 360-degree visibility of their Success Tracks prospects’ knowledge and faucet into a set of APIs for predictive telemetry insights and far more, multi functional place.
However what do all these options and capabilities do for companions, their organizations, and prospects? Be taught firsthand from Cisco’s accomplice Computacenter, an early adopter of the PX Cloud, who used its APIs and analytics to reinforce correct account intelligence and enhance buyer engagements all through the lifecycle.
Right this moment, I’m thrilled to speak with Julie Greene, Cisco Enterprise Improvement Director at Computacenter. A powerful buyer success advocate, Julie is an knowledgeable IT trade veteran who has been on the forefront of Computacenter’s CX transformation journey to share greatest practices, classes, and recommendation:
[Denzil] Julie, let’s get began – how did you hear about PX Cloud?
[Julie] I bear in mind when Cisco first introduced the PX Cloud at Associate Summit in 2020 and the way the whole viewers was enthralled by its potential. My workforce and I at Computacenter couldn’t be extra excited to see all this potential changing into a actuality now that PX Cloud is mostly obtainable.
[Denzil] Sure, and at Associate Summit 2022 we stated PX Cloud can be GA in March 2023 and we delivered on that dedication! We’re tremendous pleased with that. Earlier than we get into your expertise with PX Cloud, what has motivated you to construct a CX apply at Computacenter?
[Julie] Cisco has been a part of my skilled journey for the previous 20 years. I began my profession at a Cisco accomplice firm and continued this path whereas experimenting with completely different roles and areas of the enterprise. It’s been fairly a journey!
One of the vital notable adjustments I’ve seen at Cisco was its service portfolio’s evolution over the previous few years. From amassing {hardware} knowledge for break-fix functions to totally embracing the ability of APIs, digital platforms, and insights into the purchasers’ IT setting, we’ve got come a protracted strategy to ship our prospects the proactive and predictive help they want. Let me inform you after we began our journey in CX and why.
Seven years in the past, my workforce and I at Computacenter created a CX apply within the US referred to as Guarantee. We had two important aims with Guarantee: first, implement a gross sales movement the place our buyer success managers, gross sales, and options architect labored collectively to help the shopper all through their lifecycle. It was a rare cultural shift for us.
Second, we wished to allow our groups to simply entry well timed and correct account intelligence knowledge. And that’s the place Cisco is available in with the APIs, telemetry knowledge, insights, and analytics by means of PX Cloud.
[Denzil] Inform us extra in regards to the function of Guarantee within the Computacenter’s buyer success apply and the way Cisco CX matches on this mannequin.
[Julie] We’ve got a mature buyer success apply at Computacenter US. Our groups and prospects have welcomed and positively adopted the Guarantee program’s methodology and premise, a lot in order that we moved our apply to Europe early this yr, which may be very thrilling for all of us.
In a nutshell, ASSURE focuses on 5 important touchpoints of the lifecycle: Adoption, Companies, Software program, Utilization, Renewal, and Evolvement. We work exhausting to precisely establish and observe our put in base knowledge all through this course of.
As soon as we mapped this knowledge, discovering out how you can ship and make it easy for our inner groups to eat and make the most of was an enormous problem. To grow to be agile, we needed to lower down on the executive burden of capturing and analyzing the info from a number of sources and instruments.
We solved this ache level by simplifying the entry to knowledge and insights by means of a single platform, the Computacenter’s Lifecycle Companies & Asset Intelligence Portal. Right this moment, we’ve got over 35 Cisco APIs in that portal together with Meraki APIs and consolidated 6 Cisco platforms into one. Not solely did it streamline the consumption of the info, but it surely additionally accelerated the decision-making of our workforce to interact the purchasers with the proper provide on the proper time.
[Denzil] That’s phenomenal, Julie. I agree that knowledge should be well timed, correct, and, extra importantly, actionable. How are you utilizing the PX Cloud’s insights and analytics to drive motion within the context of the shopper lifecycle?
[Julie] Apart from the APIs, the PX Cloud permits us to create and publish our branded presents to our prospects into their CX Cloud. We’ve got developed technical workshops, assessments, and providers that showcase our Associate Lifecycle Accelerators in a number of architectures. These distinctive options are positioned within the completely different levels of the lifecycle, from adoption to renewal. As prospects look to upskill and be taught new insights and greatest practices, that includes our knowledgeable providers on CX Cloud has been an enormous game-changer.
[Denzil] What can be the important thing outcomes your workforce has achieved by means of the CX apply? And may you inform us how the purchasers profit from this strategy?
[Julie] The principle constructive adjustments to our CX apply entail three issues. One: how our groups collaborate, innovate, suppose, and act extra strategically and deliberately with the purchasers’ lifecycle in thoughts.
Two, we’re getting higher at enhancing knowledge accuracy and timeliness each day. With the assistance of superior APIs, AI, and machine studying, we will ship true proactive and predictive answer help spanning the purchasers’ complete IT setting in a programmatic and scalable method.
Three, and it’s a wonderful segue to answering your second query, it’s about deepening our prospects’ relationships, constructing loyalty and belief, and serving to them obtain their outcomes.
Inside the CX apply, we help our prospects to avoid wasting prices, cut back downtime, and speed up time to worth, amongst different outcomes. Extra importantly, we wish to allow our prospects to offer a wonderful buyer expertise themselves – for instance, a hospital bettering affected person care or a monetary financial institution securing its operations for its purchasers.
[Denzil] I just like the use instances you talked about there, Julie. To wrap up, are you able to share the highest takeaways?
[Julie] Adopting a CX mindset and methodology is an amazing transformation journey for us and the whole IT channel ecosystem. Change is difficult, however in case you persist by means of – and be taught from – the failures and challenges alongside the way in which, I guarantee you (no pun supposed!) that your efforts will repay.
I additionally wish to plug your fabulous new CX Associate Views Podcast I used to be lucky to be a visitor on and share extra insights on Episode 2 – “Computacenter Drives Buyer Outcomes with Cisco CX. Lastly, I extremely encourage companions to leverage the ability of telemetry, insights, and analytics and use them to their benefit. Be sure you profit from platforms like PX Cloud to ship an distinctive buyer expertise!
Prepare for PX Cloud:
- Companions who resell a Success Tracks contract to prospects will mechanically be onboarded to PX Cloud
- Entry PX Cloud
- Request buyer’s approval to entry their CX Cloud knowledge
Go to Cisco’s PX Cloud SuccessHub for extra info and as all the time, try SuccessHub
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