In response to many requests to feature more business-to-business (B2B) content at our events, next month’s Outside In: A Forum For Customer Experience Professionals will feature several B2B keynote presenters, including Randy Pond, EVP of operations, processes, and systems at Cisco Systems. In preparation for the event, I caught up with Randy to talk about his keynote and the importance of championing the voice of the customer at Cisco. Check out a preview of Randy’s session in the below Q&A, or join me in Los Angeles, November 14th to 15th, to hear Cisco’s full story.
Q: What gets in the way of delivering the right experience to your customers?
First, in some areas, I believe we lack consistent policy and practices in the business that we can inspect, enforce, and govern. It’s a combination of the legacy of our entrepreneurial spirit, drive to market, and speed to market. The second is related to the fact that we have a regular influx of acquired companies that we have to embed into our offering, scale into the marketplace, and turn loose to our customers. This can get us into trouble when we may not have the same sense of urgency when we release products. As well, there is a big push on the sales team to get new products moving and out to customers and a big pull from our customer base to get these new offerings in the marketplace. And that stretches our ability to make them as effective and easy to use as we would like.
First, our final lineup of external speakers is confirmed. All of our main-stage speakers are from companies featured in our new book, Outside In — some of them are even the subjects of case studies in the book.
Many of you have asked us to feature more business-to-business content in our events, so in response, we have both Randy Pond, EVP of operations, processes, and systems at Cisco Systems, and John Taschek, VP Mof market strategy at salesforce.com. Both companies are in the book, and Randy is the executive sponsor of the program that won one of our 2012 Voice Of The Customer Awards.
In addition to Randy and John, we have Dr. Jim Merlino, the chief experience officer for Cleveland Clinic, a world-famous, $6 billion healthcare provider. The work he is doing is as applicable to organizations outside of healthcare as it is relevant to all of us who have ever been (or will ever be) patients.
We’re also excited about our main-stage panel on building a customer-centric culture with Nancy Fratzke of US Cellular and Kelly Harper of BMO Financial Group. Transforming a culture is one of the hardest things any of us will do, and both of these panelists have successfully done it.