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Computacenter Shares Insights and Finest Practices on the Platform that Gives an Distinctive Buyer Expertise
After a lot anticipation, we have now launched Cisco’s Associate Expertise (PX) Cloud in Normal Availability (GA) worldwide! Beginning this week, Cisco companions that resell Success Tracks will now get automated 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 information 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’ information and faucet into a set of APIs for predictive telemetry insights and way more, multi functional place.
However what do all these options and capabilities do for companions, their organizations, and prospects? Study 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 now, I’m thrilled to speak with Julie Greene, Cisco Enterprise Growth Director at Computacenter. A powerful buyer success advocate, Julie is an skilled 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 your entire viewers was enthralled by its potential. My workforce and I at Computacenter couldn’t be extra excited to see all this potential turning into a actuality now that PX Cloud is mostly obtainable.
Denzil: Sure, and at Associate Summit 2022 we mentioned PX Cloud can be GA in March 2023 and we delivered on that dedication! We’re tremendous happy with that. Earlier than we get into your expertise with PX Cloud, what has motivated you to construct a CX observe 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 trip!
Probably the most notable modifications I’ve seen at Cisco was its service portfolio’s evolution over the previous few years. From amassing {hardware} information for break-fix functions to totally embracing the facility of APIs, digital platforms, and insights into the purchasers’ IT setting, we have now come an extended approach to ship our prospects the proactive and predictive help they want. Let me let you know once we began our journey in CX and why.
Seven years in the past, my workforce and I at Computacenter created a CX observe within the US referred to as Guarantee. We had two most 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 client all through their lifecycle. It was a rare cultural shift for us.
Second, we needed to allow our groups to simply entry well timed and correct account intelligence information. And that’s the place Cisco is available in with the APIs, telemetry information, insights, and analytics via PX Cloud.
Denzil: Inform us extra concerning the function of Guarantee within the Computacenter’s buyer success observe and the way Cisco CX matches on this mannequin.
Julie: We have now a mature buyer success observe 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 observe to Europe early this yr, which could be very thrilling for all of us.
In a nutshell, ASSURE focuses on 5 most important touchpoints of the lifecycle: Adoption, Providers, Software program, Utilization, Renewal, and Evolvement. We work onerous to precisely establish and monitor our put in base information all through this course of.
As soon as we mapped this information, discovering out how one can ship and make it easy for our inside groups to devour and make the most of was a giant problem. To grow to be agile, we needed to lower down on the executive burden of capturing and analyzing the information from a number of sources and instruments.
We solved this ache level by simplifying the entry to information and insights via a single platform, the Computacenter’s Lifecycle Providers & Asset Intelligence Portal. Right now, we have now 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 information, nevertheless it additionally accelerated the decision-making of our workforce to interact the purchasers with the precise provide on the proper time.
Denzil: That’s phenomenal, Julie. I agree that information have to 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 client lifecycle?
Julie: In addition to the APIs, the PX Cloud permits us to create and publish our branded affords to our prospects into their CX Cloud. We have now 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 phases of the lifecycle, from adoption to renewal. As prospects look to upskill and study new insights and greatest practices, that includes our skilled providers on CX Cloud has been an enormous game-changer.
Denzil: What can be the important thing outcomes your workforce has achieved via the CX observe? And may you inform us how the purchasers profit from this method?
Julie: The principle optimistic modifications to our CX observe entail three issues. One: how our groups collaborate, innovate, assume, and act extra strategically and deliberately with the purchasers’ lifecycle in thoughts.
Two, we’re getting higher at enhancing information accuracy and timeliness daily. With the assistance of superior APIs, AI, and machine studying, we are able to ship true proactive and predictive resolution help spanning the purchasers’ whole 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 observe, we help our prospects to save lots of prices, cut back downtime, and speed up time to worth, amongst different outcomes. Extra importantly, we need to allow our prospects to supply a wonderful buyer expertise themselves – for instance, a hospital enhancing affected person care or a monetary financial institution securing its operations for its purchasers.
Denzil: I just like the use circumstances 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 incredible transformation journey for us and your entire IT channel ecosystem. Change is difficult, however for those who persist via – and study from – the failures and challenges alongside the best way, I guarantee you (no pun meant!) that your efforts will repay.
I additionally need 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 facility of telemetry, insights, and analytics and use them to their benefit. Be sure you benefit 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 robotically be onboarded to PX Cloud
- Entry PX Cloud
- Request buyer’s approval to entry their CX Cloud information
Go to Cisco’s PX Cloud SuccessHub for extra info and as all the time, try SuccessHub
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