easy-accordion-free domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/mother99/jacksonholdingcompany.com/wp-includes/functions.php on line 6114zoho-flow domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/mother99/jacksonholdingcompany.com/wp-includes/functions.php on line 6114wordpress-seo domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/mother99/jacksonholdingcompany.com/wp-includes/functions.php on line 6114Although I work on the Digital Experience team at Cisco, one core piece of our orchestration capabilities includes a human escalation path within our digital journeys known as \u201cRecommended A\u2026 Read more on Cisco Blogs<\/a><\/strong><\/p>\n \u200b<\/p>\n Although I work on the Digital Experience team at Cisco, one core piece of our orchestration capabilities includes a human escalation path within our digital journeys known as \u201cRecommended Actions<\/strong>.\u201d<\/p>\n We can\u2019t ignore that the full breadth of a customer\u2019s experience at Cisco is not just digital \u2013 it\u2019s a human-to-digital hybrid experience. By empowering our agents and partners with the context they need to help our customers be successful in their adoption or renewal journeys, we are improving that experience for everyone.<\/p>\n But we are a digital first team. That\u2019s why our Recommended Action strategy starts with the customer\u2014providing them with automated, digital self-serve experiences such as:<\/p>\n email adoption journeys and renewal notifications And even if the customer doesn\u2019t explicitly reach out, we can pass along helpful data to our account teams or partners to let them know if a customer appears stalled, is using outdated software, hasn\u2019t logged into a product in a while or connected telemetry, is at risk of not renewing, and more.<\/p>\n Sample Recommended Actions in Cisco Lifecycle Advantage<\/p>\n For Cisco, when we talk about a Recommended Action (RA), we\u2019re talking about a proactive strategy to guide a user \u2013 whether that is a customer, customer success representative, or a partner \u2013 to complete the right activity at the right time to drive successful adoption or renewal of a specific product.<\/p>\n For example, we can trigger an RA to a Cisco customer representative in SalesForce and a partner in our Lifecycle Advantage<\/a> platform when a customer is struggling with an adoption barrier for more than a defined number of days in our onboarding journeys. We can also alert our support representatives if we do not have a contact at a company who has purchased a product or if a contact\u2019s email has recently bounced and allow them to provide us with updated information.<\/p>\n These are just a few examples of when and why we would want to create a human escalation path from a digital journey.<\/p>\n Through a combination of our Recommended Action architecture (more on that below) along with our web personalization framework, we can also alert that same customer with a notification on Cisco.com or our Support Community. These alerts provide the customer direct access to specific help they need to overcome their adoption barrier. Consider this a digital assist to the self-guided experience.<\/p>\n Sample Customer Recommended Action on Cisco CommunitiesCustomer stalled in stage<\/strong> \u2013 customer stalled in adoption lifecycle stage beyond a certain number of days. When sending to a customer directly, we\u2019ll suggest they visit a Guided Resources page on our Support Community to help them overcome adoption barriers. This page consolidates the best resources for each stage of the customer\u2019s implementation workflow. For our partners or customer success representatives we\u2019ll suggest they reach out to a customer to see how they can assist and provide a play card to help the rep guide the customer towards success. The Recommended Action Architecture<\/p>\n GCP serves our as our processing layer. We\u2019ve split out the processing and logs into branches specific to the end user groups so that each group can have their own workflow, logs, and filters. So now if one group needs to pause or modify their RA flow or filters, it won\u2019t disrupt any of the other RA recipients.<\/p>\n Through MuleSoft, we\u2019ve streamlined and simplified API connectivity and integrations, making it easier for us to connect to more end channels and enabling multichannel RAs. The goal here is to enable program scale as we won\u2019t be limited to what channels we can show the RAs on or who we can deliver RAs to. Where we previously only delivered RAs to channels like our SFDC applications and Lifecycle Advantage, we\u2019re now delivering RAs through Cisco.com, Cisco Communities, Webex teams, SFMC (our email automation platform), and are currently expanding into in-product support tools like WalkMe.<\/p>\n We\u2019re currently working through a POC to incorporate our content management system (CMS) into the RA architecture, which will enable our business teams to not only make their own content edits without relying on developers, but also to push those content updates to all downstream channels simultaneously.<\/p>\n Another final piece of the future state RA architecture I\u2019ll highlight is the feedback loop mechanism. The mechanism is actually quite simple to take data from an end channel and put it into our RA logs in Snowflake for redistribution to other end channels\u2014ensuring all teams are working off the same information and enabling collaborative account management.<\/p>\n Recommended Actions are just one of our orchestration team\u2019s larger initiatives for taking our customer and partner experience at Cisco to the next level. Stay tuned for the next few chapters of our series where we\u2019ll share insights on:<\/p>\n Real-Time Audience Management initiative Thanks for reading and feel free to reach out with questions or similar challenges your team has faced. I\u2019m always looking for our next orchestration use case.<\/p>\n \u00a0\u00a0The full breadth of customer experience is not just digital \u2013 it\u2019s a human-to-digital hybrid experience. By empowering our agents and partners with the context they need to help our customers be successful in their adoption or renewal journeys, we are improving that experience for everyone.\u00a0\u00a0Read More<\/a>\u00a0Cisco Blogs\u00a0<\/p>","protected":false},"excerpt":{"rendered":" <\/p>\n Although I work on the Digital Experience team at Cisco, one core piece of our orchestration capabilities includes a human escalation path within our digital journeys known as \u201cRecommended A\u2026 Read more on Cisco Blogs<\/a><\/strong><\/p>\n \u200b<\/p>\n Although I work on the Digital Experience team at Cisco, one core piece of our orchestration capabilities includes a human escalation path within our digital journeys known as \u201cRecommended Actions<\/strong>.\u201d<\/p>\n We can\u2019t ignore that the full breadth of a customer\u2019s experience at Cisco is not just digital \u2013 it\u2019s a human-to-digital hybrid experience. By empowering our agents and partners with the context they need to help our customers be successful in their adoption or renewal journeys, we are improving that experience for everyone.<\/p>\n But we are a digital first team. That\u2019s why our Recommended Action strategy starts with the customer\u2014providing them with automated, digital self-serve experiences such as:<\/p>\n email adoption journeys and renewal notifications And even if the customer doesn\u2019t explicitly reach out, we can pass along helpful data to our account teams or partners to let them know if a customer appears stalled, is using outdated software, hasn\u2019t logged into a product in a while or connected telemetry, is at risk of not renewing, and more.<\/p>\n Sample Recommended Actions in Cisco Lifecycle Advantage<\/p>\n For Cisco, when we talk about a Recommended Action (RA), we\u2019re talking about a proactive strategy to guide a user \u2013 whether that is a customer, customer success representative, or a partner \u2013 to complete the right activity at the right time to drive successful adoption or renewal of a specific product.<\/p>\n For example, we can trigger an RA to a Cisco customer representative in SalesForce and a partner in our Lifecycle Advantage<\/a> platform when a customer is struggling with an adoption barrier for more than a defined number of days in our onboarding journeys. We can also alert our support representatives if we do not have a contact at a company who has purchased a product or if a contact\u2019s email has recently bounced and allow them to provide us with updated information.<\/p>\n These are just a few examples of when and why we would want to create a human escalation path from a digital journey.<\/p>\n Through a combination of our Recommended Action architecture (more on that below) along with our web personalization framework, we can also alert that same customer with a notification on Cisco.com or our Support Community. These alerts provide the customer direct access to specific help they need to overcome their adoption barrier. Consider this a digital assist to the self-guided experience.<\/p>\n Sample Customer Recommended Action on Cisco CommunitiesCustomer stalled in stage<\/strong> \u2013 customer stalled in adoption lifecycle stage beyond a certain number of days. When sending to a customer directly, we\u2019ll suggest they visit a Guided Resources page on our Support Community to help them overcome adoption barriers. This page consolidates the best resources for each stage of the customer\u2019s implementation workflow. For our partners or customer success representatives we\u2019ll suggest they reach out to a customer to see how they can assist and provide a play card to help the rep guide the customer towards success. The Recommended Action Architecture<\/p>\n GCP serves our as our processing layer. We\u2019ve split out the processing and logs into branches specific to the end user groups so that each group can have their own workflow, logs, and filters. So now if one group needs to pause or modify their RA flow or filters, it won\u2019t disrupt any of the other RA recipients.<\/p>\n Through MuleSoft, we\u2019ve streamlined and simplified API connectivity and integrations, making it easier for us to connect to more end channels and enabling multichannel RAs. The goal here is to enable program scale as we won\u2019t be limited to what channels we can show the RAs on or who we can deliver RAs to. Where we previously only delivered RAs to channels like our SFDC applications and Lifecycle Advantage, we\u2019re now delivering RAs through Cisco.com, Cisco Communities, Webex teams, SFMC (our email automation platform), and are currently expanding into in-product support tools like WalkMe.<\/p>\n We\u2019re currently working through a POC to incorporate our content management system (CMS) into the RA architecture, which will enable our business teams to not only make their own content edits without relying on developers, but also to push those content updates to all downstream channels simultaneously.<\/p>\n Another final piece of the future state RA architecture I\u2019ll highlight is the feedback loop mechanism. The mechanism is actually quite simple to take data from an end channel and put it into our RA logs in Snowflake for redistribution to other end channels\u2014ensuring all teams are working off the same information and enabling collaborative account management.<\/p>\n Recommended Actions are just one of our orchestration team\u2019s larger initiatives for taking our customer and partner experience at Cisco to the next level. Stay tuned for the next few chapters of our series where we\u2019ll share insights on:<\/p>\n Real-Time Audience Management initiative Thanks for reading and feel free to reach out with questions or similar challenges your team has faced. I\u2019m always looking for our next orchestration use case.<\/p>\n
\npersonalized Cisco.com and Cisco Communities messaging and guided resources
\nbots
\nhelp request forms routed to the appropriate partner or Cisco representative should they need help along the way.<\/p>\nRecommended Action \u2013 Our Definition\u00a0<\/strong><\/h2>\n
When We Trigger Recommended Actions (Examples)<\/h2>\n
\nNot enrolled in digital adoption journey<\/strong> \u2013 This notification is triggered to our partners who are supporting customer adoption. It notifies a partner that a customer is not receiving our digital adoption journey (missing contact, account or use case is excluded by the partner, telemetry is not enabled, etc.). Then, the partner can choose to add a customer contact to enroll them on the digital journey. This recommended action alone was responsible for a 114% quarter over quarter increase in the number of partner provided contacts for our digital adoption journeys!
\nHelp Request form submitted<\/strong> \u2013 a customer has submitted a request for help, which is routed through our system to a Cisco support team to triage and engage the customer.
\nRenewal risk<\/strong> \u2013 through a data science model, we\u2019ve identified the customer as at risk of not renewing. This context helps Cisco and partner teams alike better handle conversations with customers around renewals, upsells, and overcoming adoption barriers.
\nWebinar follow-up<\/strong> \u2013\u00a0a customer attended a webinar related to a product upgrade, so follow up from a Cisco representative or partner is recommended.
\nConnect telemetry<\/strong> \u2013 letting the customer know they have yet to connect telemetry, what the benefits are from doing so, and how to do it.<\/p>\nHow We Trigger Recommended Actions \u2013 the RA Architecture<\/strong><\/h2>\n
Processing<\/strong><\/h3>\n
API Integration for Omnichannel RAs<\/strong><\/h3>\n
CMS for Scaling Content Updates<\/strong><\/h3>\n
Collaborative Account Management<\/strong><\/h3>\n
What\u2019s Next?\u202f\u202f\u00a0<\/strong><\/h2>\n
\nCustomer lifecycle journeys
\nCisco.com and Cisco Community evolution
\nCustomer preferences and notifications experience\u202f<\/a>
\nHow Cisco orchestrates with partners
\nAnd more<\/p>\n
\npersonalized Cisco.com and Cisco Communities messaging and guided resources
\nbots
\nhelp request forms routed to the appropriate partner or Cisco representative should they need help along the way.<\/p>\nRecommended Action \u2013 Our Definition\u00a0<\/strong><\/h2>\n
When We Trigger Recommended Actions (Examples)<\/h2>\n
\nNot enrolled in digital adoption journey<\/strong> \u2013 This notification is triggered to our partners who are supporting customer adoption. It notifies a partner that a customer is not receiving our digital adoption journey (missing contact, account or use case is excluded by the partner, telemetry is not enabled, etc.). Then, the partner can choose to add a customer contact to enroll them on the digital journey. This recommended action alone was responsible for a 114% quarter over quarter increase in the number of partner provided contacts for our digital adoption journeys!
\nHelp Request form submitted<\/strong> \u2013 a customer has submitted a request for help, which is routed through our system to a Cisco support team to triage and engage the customer.
\nRenewal risk<\/strong> \u2013 through a data science model, we\u2019ve identified the customer as at risk of not renewing. This context helps Cisco and partner teams alike better handle conversations with customers around renewals, upsells, and overcoming adoption barriers.
\nWebinar follow-up<\/strong> \u2013\u00a0a customer attended a webinar related to a product upgrade, so follow up from a Cisco representative or partner is recommended.
\nConnect telemetry<\/strong> \u2013 letting the customer know they have yet to connect telemetry, what the benefits are from doing so, and how to do it.<\/p>\nHow We Trigger Recommended Actions \u2013 the RA Architecture<\/strong><\/h2>\n
Processing<\/strong><\/h3>\n
API Integration for Omnichannel RAs<\/strong><\/h3>\n
CMS for Scaling Content Updates<\/strong><\/h3>\n
Collaborative Account Management<\/strong><\/h3>\n
What\u2019s Next?\u202f\u202f\u00a0<\/strong><\/h2>\n
\nCustomer lifecycle journeys
\nCisco.com and Cisco Community evolution
\nCustomer preferences and notifications experience\u202f<\/a>
\nHow Cisco orchestrates with partners
\nAnd more<\/p>\n