Conference Presentation

Taking the Plunge

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Under Joe Pinto’s leadership, Cisco’s Technical Services organization has consistently delivered high-quality service to customers and industry-leading margins to Cisco. This firm conviction in doing what’s right for the customer AND what’s right for the business is fueling Technical Services’ next wave of innovation. As the market shifts toward consumption-based business models, some see risk to the relevance and economics of traditional technical support. This can lead to a “wait and see” approach. But Cisco is doing the opposite—they’re taking the plunge and evolving the organization to drive customer adoption and deliver customers’ business outcomes. In this keynote address, Joe will describe how Technical Services is implementing the B4B framework by simultaneously optimizing the Level 1 and Level 2 operating models AND building the capabilities, the offers, and business models to deliver on Levels 3 and 4. He’ll describe tangible elements of their approach, such as pivoting on the customer experience, learning through experimentation, and building internal alignment. Joe will share learnings, debunk a few myths, and describe why he believes services is more essential than ever to customer success and profitable growth.


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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