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The Cisco Intranet Case Study by Todd West

The Cisco Intranet Case Study by Todd West at the 2014 Intranet Global Forum Conference in NYC.

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The Cisco Intranet Case Study by Todd West

  1. 1. Intranet Case Study Cisco October 2014
  2. 2. Todd West Senior Manager, IT Global Marketing and Corporate Communications 14 years at Cisco towest@cisco.com ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
  3. 3. Cisco’s Vision and Strategy Strategy Solve our customers’ most important business challenges by delivering intelligent networks and technology architectures built on integrated products, services, and software platforms Vision Change the way the world works, lives, plays, and learns Founded in 1984 $44B Annual Revenues 75,000+ Global Employees ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
  4. 4. Where We Have Been Where We Are Today Where We Are Going How We Are Getting There Q&A ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
  5. 5. Cisco’s Intranet Evolution 2002-2006 2006-2008 2008-2014 2014+ Web 2.0 Integrated Workforce Experience Integrated Digital Experience Unified Intranet Connected to the Whole § Consistent UI § Unified navigation § Robust enterprise news integration § Streamlined development § Findability, informed workforce § Empowered corporate communicators Voice of the People § Collaboration tools § Democratization of publishing § Multiple communication vehicles § Communication and collaboration enablement Social Intranet § Personalization/ Customization § Connected/Relational § Contextual § Device neutral § Ecosystem integration § Productivity acceleration § Foster cross-functional collaboration Empowered Workforce § Internal/External Convergence § From capability to policy driven management § Rapid development § Lower TCO § Flexibility § Adaptability § Mobility ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
  6. 6. Cisco Intranet Acclaim 2012 IABC Gold Quill Award of Excellence & LACP Inspire Award: We are Cisco Snapshots 2013 Computerworld Honors Laureate Award: WebEx Social Mobility Services Community 2005, 2007 Nielsen Norman Group Intranet Information Architecture ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
  7. 7. Where We Have Been Where We Are Today Where We Are Going How We Are Getting There Q&A ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
  8. 8. Driving Relevant Digital Experiences Web: Information, revenue, service and support Mobile: Real-time engagement anywhere Social/ Communities: Expanding awareness; stronger ties Video: Rich, immersive, high impact ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
  9. 9. Web – Vehicle for Information and Support Offers information, tools and connections with global access. Users visit with a specific task in mind and want to get their task done quickly and efficiently Capabilities provided for both “official” and casual content Some tools have already migrated to the cloud including payroll information Next phase of evolution is convergence with Cisco.com The Corporate Directory is the number one tool on the Intranet. ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
  10. 10. Find and Connect to People Using Cisco Directory Over 6.5 million profile views a month Click to connect real-time via Instant Message and Phone ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
  11. 11. Mobile – Anywhere, Anytime, Any Device BYOD, CYOD: Any Trusted Industry standard Device Corporate and Personal Paid Plans, Strong terms of Use Global Service Provider Partnerships -1.4% Growth -0.1% Growth 1.4% Growth 78,733 8,627 43,262 -0.1% Growth -1.7% Growth 1.2% Growth -11.3% Growth 0.3% Growth 6.0% Growth Other 14,726 35,908 17,273 632 53 130,622 Corporate Provided Laptops (CYOD) 69,544 Personally Owned Mobile Devices (BYOD) 952 ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
  12. 12. Business Apps & Store – Transact from the Intranet Cisco currently has 50+ internal apps delivered through a consolidated internal eStore. Best of breed Native Apps & Responsive Design Robust App Lifecycle, selection of enterprise and Line of Business apps Cisco eStore as a catalog of all Apps & services ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
  13. 13. Cisco Maps My Approvals CiscoTV ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
  14. 14. Social – Collaborating in Real time Enables employees to solve issues collaboratively and proactively. Social and collaboration capabilities Share information, store documents Collaborate in a community; co-create information Click to Chat, Call, WebEx Meeting in real time Embed social in business process ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
  15. 15. Video – Interactive, High Impact Internal “YouTube-like” capabilities via Cisco Show and Share The majority of employees attend major events via video Cisco has over 80 internal live broadcasts per month! Over 300 videos uploaded every month 12 broadcast quality studios around the world and over 1,000 TelePresence units Video conferencing is pervasive throughout the organization ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
  16. 16. Where We Have Been Where We Are Today Where We Are Going How We Are Getting There Q&A ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
  17. 17. Cisco’s Digital Evolution Web 2.0 Mobile Workforce INTERNAL Unified Intranet Video Integrated Digital Experience Experience 2002 2004 2006 2008 2010 2012 2014 2015+ EXTERNAL Cisco.com Social Media Revenue Video Mobile Enablement ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
  18. 18. Cisco’s Digital Evolution Our Vision Web 2.0 Mobile Workforce • Create INTERNAL an integrated digital ecosystem • Innovate through agility and efficiency • Lead transformations in technology and Unified Intranet Video Integrated Digital Experience Experience 2002 2004 2006 2008 2010 2012 2014 2015+ EXTERNAL Cisco.com Social Media Revenue Video Mobile Enablement emerging trends ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
  19. 19. Emerging Trend: Convergence Employee User Behavior Leads Future Architecture Design Find Product Information Find People Intranet Cisco.com View News / Updates Complete Tasks (Tools/Apps) Publish Content Most Frequent Tasks 1. Find Information 2. Find and Connect with People 3. Use Tools / Apps 4. Consume News / Announcements 5. Obtain Help/Support Most Frequent Tasks 1. Find Product Info 2. Consume News / Announcements 3. Use Tools / Apps 4. Find Event Info 5. Find and Connect with People Source: Cisco Intranet Employee Survey May 2014 ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
  20. 20. Emerging Trend: Convergence Cisco.com CEC - Intranet Leverage a common platform to deliver an integrated experience across employees, customers, partners and prospects of Cisco ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
  21. 21. Emerging Trend: Convergence Why put your Intranet on your external website? Enable employee advocacy Improve employee productivity and customer service Reduce duplication of content Drive operational efficiencies ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
  22. 22. Where We Have Been Where We Are Today Where We Are Going How We Are Getting There Q&A ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
  23. 23. Guiding Principles for Intranet Transformation User Experience Centered Design & Architecture Capability-centric approach In-context collaboration experience Mobile first Leverage IT platforms for employees, partners and customers Simple Audience Focus Relevant Excellent Connected ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
  24. 24. Agile Design and Development Milestone 1 Early Integration Milestone 2 Extend Sandbox Milestone 3 Go Live Milestone 4 Extend Production Milestone 5 Complete Content Transition & Publishing Capabilities / Architecture Change Management Success Metrics Readiness Demonstrate Iterative User Testing ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
  25. 25. Internal Digital Advisory Forum Vanguard of change champions across the company • Over 200 influencers and champions • All theatres, business organizations • Input and feedback on strategic digital initiatives
  26. 26. Key Takeaways Recommendations for Success Management Consistency Governance Structure Establish both formal and organic committees for accountability and real-time business input User Experience Prioritize user experience over technology religion Agility Change Leverage current, relevant trends in mobile responsive design, cloud and agile development Understand change impact; invest in change management plans and execution Be patient and consistent in direction; more of this is needed as the company grows ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
  27. 27. Where We Have Been Where We Are Today Where We Are Going How We Are Getting There Q&A ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
  28. 28. Thank you.

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