Company: Cisco Systems, Inc.
Company background: Cisco proves that amazing things can happen when you connect the unconnected. By creating long-lasting customer partnerships, Cisco works to provide solutions that fuel their success. In 1984, Len Bosack and wife Sandy Lerner, wanted to email each other from their offices at Stanford University, but the technology didn’t exist. This is how the multiprotocol router was born. Since then Cisco has shaped the future of the Internet by creating unprecedented value and opportunity for our customers, employees, investors and ecosystem partners and has become the worldwide leader in networking - transforming how people connect, communicate and collaborate.
Contact: Monica Lluis
Title: Global Community Manager Lead
Related URLs: Cisco Community (external): https://community.cisco.com and Cisco TechZone (internal community): https://techzone.cisco.com
Kudos Category: Keep Calm and Carry On
1. How did your team shift your existing strategy to better engage customers during a crisis?
The COVID-19 crisis forced a major change in the way people and businesses work and stay connected. The reach of Cisco communities on the Khoros platform combined with Cisco’s decision to provide free Webex licenses and security products provided a truly powerful set of tools that allowed government leaders, business, and professionals to work remotely and teachers and students to learn virtually.
A multi-pronged COVID-19 business continuity strategy was developed that included:
Webex Community – Launched May 4th.
Comments from the Webex Community users:
TechZone Webex Warriors – Employee Community
Events to support our users during COVID-19
Comments from Community Live Webinars and Ask me Anything Events Participants:
Business Continuity Blog:
2. What operational processes did you create or change to respond in a time of crisis?
3. What success metrics did you use to determine if your shifts in strategy and process had the desired outcomes? What were those quantifiable outcomes?
Webex Community: We accelerated the launch of the end-user community to support our customers in this pandemic.
TechZone Webex Warriors:
Events to support our users during COVID-19:
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