Article Cisco CX Blog Issue One
Cisco CX Blog:
Issue One
By Insight UK / 25 Mar 2024 / Topics: Software
Welcome to Insight UK's first Cisco CX blog, where we unveil our vision and top strategies for crafting exceptional customer experiences.
In this article, we introduce you to our team, demonstrate how we are driving CX best practices and explore how our customer-centric approach accelerates time to value for our Cisco software customers.
By the end, we hope you will gain more understanding of our commitment to customer-first partnerships and our dedication to delivering exceptional experiences to our customers.
So, let’s dive in!
Meet the team
Together, our team boasts over 45 years of collective experience in customer success, primarily in IT, assisting customers in achieving their business goals and specialising in Cisco technologies.
Linsey Ross
Senior CX Lead
Our Cisco Customer Experience Lead, Linsey, brings over 15 years of diverse experience in the IT industry. Linsey began at Cisco, then transitioned to Provista/PCM in 2017 as a Service Delivery Manager before joining Insight through an acquisition. Over the past 4 years, Linsey excelled in the UK Service Delivery Team, managing large strategic accounts, before assuming the Lead CX Role in March 2023.
Nikki Brown
CX Specialist
With over 15 years of experience serving diverse customers across industries ranging from start-ups to large strategic accounts, Nikki is a seasoned Cisco Customer Experience Specialist. Nikki's career journey began in marketing agencies before transitioning to a SaaS company, where her dedication to Customer Success was sparked. By shaping and expanding the CS function, Nikki has fostered a customer-centric approach and consistently delivered value to customers.
Rhona Fairlie
CX Specialist
With over 15 years in the IT industry, Rhona, a seasoned Cisco Customer Experience Specialist, has worked with Public Sector, Commercial, and Enterprise customers. While Rhona's background lies in Sales, she also possesses experience in Customer Service, Service Delivery, Project Management, Team Management, and has recently transitioned to a role in Customer Success. In her previous position, Rhona played a key role in establishing the CX practice, defining disciplines, roles, responsibilities, processes, evaluating tools, facilitating CX enablement, managing CX rebates, and overseeing subscription renewals.
Building on strong foundations
Our Cisco CX vision of supporting customers through their lifecycle journey:
"Keeping our customers at the heart of what we do, providing an exceptional experience and supporting them as they move through the Cisco Lifecycle Journey. Building strong and long-lasting relationships with our customers to ensure Insight become your Solutions Integrator of choice”.
At Insight, our Cisco CX vision is centred on guiding you through your journey with us: We prioritise our customers, offering an exceptional experience and continuous support as you navigate the Cisco Lifecycle Journey. By fostering strong, enduring relationships, we aim to become your trusted Solutions Integrator of choice.
Our dedicated team, streamlined processes, and advanced tools are all geared towards providing you with top-notch support at every stage of your journey with Cisco software. Educating our wider sales organisation on the importance of CX has enhanced our collective understanding, emphasising how delivering exceptional customer experiences is crucial in helping you achieve your business goals and maximize the value of your Cisco technologies.
Through a customer-centric approach, we continuously refine our processes to enhance every interaction you have with us, from Presales to ongoing support to contract renewals. Our commitment to CX is unwavering. We are proactive in leveraging tools to measure your success, offering data-driven insights and expert guidance to drive your achievements.
At Insight, we are dedicated to your success every step of the way.
Customer obsessed
In today's digital age, our customers have more options than ever before. They can find and purchase products from a wide range of vendors and service partners.
As a Cisco Gold Partner, Insight stands out from the crowd and builds customer loyalty through our optimisation and governance services, with a plan, build and managed approach, all underpinned with CX lifecycle services.
Insight is a global leader in technology, partnering with Cisco to provide a wide range of software products to organisations. These products are designed to help streamline operations, improve productivity and enhance overall performance, securely.
To fully optimise the value of these solutions, here are some key advantages of partnering with Insight CX:
Increased Satisfaction: Great customer experiences make you feel valued and appreciated. This can lead to increased satisfaction with the solutions and services you receive from Insight.
Improved Communication: At Insight as we prioritise customer experience, we communicate effectively and transparently. Resulting in a smoother working relationship and a closer partnership with our customers.
Faster Issue Resolution: We will work quickly and efficiently to resolve issues that arise. Overall, this can save you time and money.
Better Product Fit: We take the time to understand your business needs to recommend products and services that are a good fit for your organisation. This can lead to better outcomes and increased return on investment.
Competitive Advantage: We can enable you in gaining an industry competitive advantage, by going above and beyond to meet your needs, helping you stand out from the crowd enabling you to attract more customers.
In conclusion, exceptional customer experience delivered by Insight can have a significant impact on your organisation. From increased satisfaction to improved communication and faster issue resolution, the benefits are clear. So, if you are not already working with a partner who prioritises customer experience, it’s time to make the switch.
Stay tuned for our next blog post, where we will explore more exciting CX topics, such as CX industry drivers and why customers who engage with Insight CX win!
For further information on how we can help, please reach out to the Insight Customer Experience Team at UKCiscoCX@insight.com
