Today, organizations are met with demands to deliver more to their customers both quickly and at scale. To sustain competitive advantages, these agencies must invest in cutting-edge technology and processes. One way to boost what organizations can bring to their customers is through lifecycle innovation. This is a way to help customers maximize IT investments and create end-to-end value with a lifecycle delivery approach. During one of this year’s Cisco Live sessions, Harry Caldwell, SVP & GM, CX Americas, Cisco, Buffy Random, SVP, CX Centers, Cisco, Jesse Reed, VP, CX Automation, Cisco, and Ali Alsaadawi, Lead IT Architect, Network Access, Honeywell, discussed how organizations can scale through automating processes and drive innovation in service design with AI/ML insights. These improvements can help agencies anticipate needs and execute with confidence.
The purpose of lifecycle innovation is to connect the unconnected to foster inclusion within organizations and their consumers. Organizations can do this by building relationships to establish a culture of customer obsession that translates into a customer-centric approach that delivers value. Caldwell focused on the importance of collaborating to solve customer needs through understanding the technology goals of their consumers.
By leveraging AI and ML for time-saving insights, automation for enhanced efficiency, and expertise to ensure successful technology adoption, agencies can collaborate with partners to lay the foundation for integrating their lifecycle innovation approach and understanding their customers during their digital transformation journeys. Ransom emphasizes how automation and digital insights can empower consumers by digitizing knowledge into intellectual capital. Customer experience solutions provide valuable information to deliver proactive recommendations, drive self-service capabilities, and enhance issue resolution. By adopting automation and AI/ML capabilities, organizations are not only able to save time but also improve scalability.
Alsaadawi provided real-world context of how his team struggled with outsourcing their processes, dealing with manual tasks, inaccuracies, knowledge dependencies, and limited insights. By shifting from outsourcing to insourcing and embracing automation, however, the team was able to become more efficient with increased cost savings and scalability. He commented that they were able to streamline processes, reduce errors, and gain significant time savings in device upgrades due to combining human talent with advanced technology. Automation played a critical role in the organization successfully passing internal audits for the first time in years.
Integrating lifecycle innovation is at the forefront of digital transformation for agencies. Organizations can remain competitive with their speed of delivery and scale to customer expectations. By embracing innovation and automation, organizations can overcome challenges, achieve operational excellence, and deliver superior experiences to their customers.
To learn more about lifecycle innovation, watch the on-demand session here.
