Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Customer Growth and Renewal
Service Offer Management
XaaS Channel Optimization
XaaS Product Management
XaaS Speaking Engagements
Become a Member
If you believe you are seeing this message in error,
please let us know.
Ask about TSIA membership to access.
Already a TSIA Member? Sign In.
Cisco Systems Technical Services organization is transforming support operations through social media listening programs. The power of big data is used to analyze unsolicited customer feedback through social channels regarding Cisco products and customer support tools and procedures. This session describes how Cisco Services achieves results using social sentiment listening, analysis, and reporting to transform the support experience to ensure customer success. The availability of social media listening and analysis tools helps Cisco Services determine how well their customer support organizations are performing from a social sentiment standpoint. Social media listening is not only a customer-facing activity, but also a critical internal initiative that drives action and improvements by listening to what customers truly want from their service experience.
Project Manager, Cisco Systems
Publish Date: October 21, 2014
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
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.