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

1. Intranet Case Study
Cisco
October 2014

2. Todd West
Senior Manager, IT
Global Marketing and Corporate Communications
14 years at Cisco
towest@cisco.com
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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
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4. Where We Have Been
Where We Are Today
Where We Are Going
How We Are Getting There
Q&A
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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
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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
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7. Where We Have Been
Where We Are Today
Where We Are Going
How We Are Getting There
Q&A
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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
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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.
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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
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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
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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
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13. Cisco Maps My Approvals CiscoTV
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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
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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
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16. Where We Have Been
Where We Are Today
Where We Are Going
How We Are Getting There
Q&A
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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
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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
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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
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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
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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
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22. Where We Have Been
Where We Are Today
Where We Are Going
How We Are Getting There
Q&A
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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
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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
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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. 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
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27. Where We Have Been
Where We Are Today
Where We Are Going
How We Are Getting There
Q&A
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28. Thank you.