Congratulations to the 2024 Americas CX Buyer Hero Award Winners

For the Buyer Expertise workforce, a spotlight of Cisco Reside is at all times celebrating our clients’ improvements. At present, we’re thrilled to announce our eight most up-to-date Cisco CX Buyer Hero Award winners.

These clients have demonstrated excellence of their respective classes. They had been chosen from nominations obtained from throughout industries and the Americas area and we’re honored to showcase them today- congratulations to all our winners!

World Class Cybersecurity: Protection Intelligence Company

The World Class Cybersecurity award is introduced to a buyer who has partnered with Cisco Companies to efficiently strengthen safety and proactively function, shield, and defend its IT infrastructure. The winner is Protection Intelligence Company, a Division of Protection fight assist company. Dr. Jay Phipps and his workforce collaborated with Cisco Companies to reinforce safety measures and operational efficiencies which contributed to a strengthened cybersecurity posture, guaranteeing their skill to keep up safe and dependable community operations within the face of evolving cyber threats. Additionally they achieved the excellence of being the primary authorities company to move the brand new compliance and enhanced safety framework, showcasing the effectiveness of the collaborative efforts and modernization initiatives.

Please be a part of us in congratulating the Protection Intelligence Company!

Distinctive Innovation: Michigan Drugs

The Distinctive Innovation award acknowledges a buyer that has achieved wonderful improvements by way of collaboration with Cisco CX.  The winner is Michigan Drugs, a number one medical facility that has been on a quest to remodel the way forward for well being care by way of modern medical training, groundbreaking discoveries, and extraordinary care since 1848. Ben Crissman and his workforce labored with Cisco CX to revolutionize the connectivity panorama in a number of services with Open Roaming know-how. Now, gadgets really join “seamlessly” with out consumer intervention. Because of the implementation, 400,000 gadgets at the moment are linked, enabling mobile service for all customers, vastly enhancing the affected person and worker expertise, and enhancing operational effectivity. Clinicians and workers members not have to fret about establishing connections in the midst of essential duties or procedures. Care stays uninterrupted and clinicians can concentrate on what issues most. The change has additionally enhanced ROI of present infrastructure, improved scalability with Wifi 6E, and strengthened safety measures.

Please be a part of us in congratulating Michigan Drugs!

Excellent Automation: Dish Wi-fi

The Excellent Automation Award is introduced to a buyer who partnered with Cisco CX and dramatically reworked operations by utilizing automation. The winner is Dish Wi-fi. Mike (Mac) McNamara, VP Head of Community Engineering, and his workforce partnered with Cisco CX to implement automation options corresponding to Clever Take a look at Automation Framework (CXTAF), ensuing within the fast deployment of a greenfield, cloud-native, 5G community, connecting 70% of america inhabitants. Utilizing CX automation options and CXTAF, Dish can now generate check circumstances in simply minutes as a substitute of what beforehand took days to perform. The Dish Community Operations workforce can now carry out well being checks and troubleshooting throughout tens of 1000’s of gadgets in simply minutes, utilizing automation to cut back truck rolls and fixed use of discipline technicians. Now, upkeep home windows have been considerably decreased, typically by as much as 50 %. Moreover, CXTAF intelligently identifies patterns of failure, serving to to shortly pinpoint the foundation trigger.

Please be a part of us in congratulating Mac and the Dish Wi-fi workforce!

Digital Transformation Luminary: Gilead

The Digital Transformation Luminary award highlights a buyer that has efficiently completed a formidable digital transformation by way of a partnership with Cisco CX. The winner of this award is Gilead, a world biopharmaceutical chief. The corporate goals to be the biotech employer of selection as they work towards their imaginative and prescient of a more healthy world for all individuals. Transformation for Gilead centered on shifting to a Community-as-a-Service (NaaS) mannequin to offer a world-class finish consumer expertise by way of a wireless-first technique. By means of collaboration with Cisco CX, Jim Prass, Senior Director Worldwide Infrastructure & Operations, and his workforce at Gilead are in a position to decide to a Service Degree Settlement of 99.99% uptime at essential websites. The safer, extra sustainable community surroundings has streamlined IT operations and optimized efficiencies. As well as, they’ve enabled safe hybrid work for 18,000 workers throughout 130 areas in 34 international locations. Because of the transformation initiative, they’re additionally projecting energy consumption financial savings of roughly 20% in assist of Gilead’s sustainability objectives.

Please be a part of us in congratulating Gilead!

Operational Excellence: BlackRock

This award acknowledges a buyer that’s realizing tangible and compelling outcomes by way of Success Tracks and CX Cloud. BlackRock is likely one of the world’s main suppliers of funding, advisory, and danger administration options. This fast-growing firm strives to encourage innovation and problem the norm. A safe and steady community and dependable community operations are essential for BlackRock’s success. Visibility into the community helps present that stability and keep away from downtime. When BlackRock was opening a brand new headquarters in New York, Harpreet Chadha, International Community Operations Supervisor at BlackRock, and his workforce collaborated with Cisco CX to develop a complete adoption plan to onboard CX Cloud and join telemetry for rapid insights and danger visibility. Now, 85% of their community gadgets are seen in CX Cloud, enhancing visibility and optimizing operations with out incurring further prices. Additionally they aligned with Cisco product administration to offer essential suggestions requests and secured their early entry to new options, enabling them to repeatedly enhance community visibility and speed up ROI.

Please be a part of us in congratulating BlackRock!

AI Trailblazer: Mass Common Brigham

The AI Trailblazer award goes to a buyer that has demonstrated success in making ready its infrastructure to be an trade chief in AI, in collaboration with Cisco CX. Mass Common Brigham is a world-renowned built-in healthcare system, constructed on the legacy of two main tutorial medical facilities. The group has launched into an initiative utilizing Cisco CX with objectives to modernize their community, develop sustainable digital operations that meet the present and future wants of sufferers, and assist optimize effectivity and efficacy for researchers who eat and use giant quantities of scientific and different knowledge. The specified outcomes of this initiative might be to drive operational efficiencies, optimize system connectivity, and reimagine the digital consumer expertise. By means of the usage of AI-powered instruments like ambient documentation, Mass Common Brigham is enabling medical doctors to reinforce the affected person expertise end-to-end and can be supporting researchers who conduct deep analysis with AI to higher diagnose and deal with ailments. Mass Common Brigham’s management within the AI house will proceed to assist the supply of a superior affected person, care workforce, worker, and researcher expertise total.

Please be a part of us in congratulating Mass Common Brigham!

Sustainability Chief Award: T-Cell

This award acknowledges a buyer that’s reaching their sustainability objectives by way of collaboration with Cisco CX. T-Cell is the primary & largest nationwide 5G community. They’ve the aim of net-zero emissions by 2040 by boosting operational effectivity by way of discount in upkeep, energy, and house prices whereas assembly the rising want for 5G and residential web to reinforce buyer expertise. Lori Ames, Vice President of Cloud, IP and Transport Growth, and her workforce partnered with Cisco CX to speed up the deployment and refresh of the community. The CX engagement accelerated the deployment for T-Cell, serving to accomplish the refresh in half the unique predicted time. This migration time financial savings accelerated the achievement of their Web-Zero emissions aim, by way of a big discount in energy consumption and house, leading to vital price financial savings. For his or her clients, this improved 5G expertise with no service disruptions offers the extra advantage of an enhanced buyer expertise enhancing buyer acquisition and loyalty.

Please be a part of us in congratulating T-Cell!

Americas CX Buyer Hero of the 12 months: Lowe’s

The CX Buyer Hero of the 12 months award is our pinnacle award, for the shopper with the strongest total outcomes by way of collaborating with Cisco CX.

Lowe’s is likely one of the largest dwelling enchancment retailers on this planet. Shad Aul, Senior Supervisor of Community Engineering, and his workforce at Lowe’s try to place the shopper on the forefront of the whole lot they do by supporting the foundational Infrastructure to handle the wants of the enterprise and meet clients’ expectations. Towards that finish, Lowe’s has leveraged Cisco CX and collaboration providers to modernize its know-how to enhance buyer satisfaction with a seamless omnichannel expertise, enhance on-line gross sales, and to draw high tech expertise. The revamp focuses on the contact heart, lowering expensive downtime and reducing upkeep prices. Lowe’s seamlessly moved 25 enterprise models and eight,781 brokers from a legacy on-prem resolution to 1 consolidated SaaS platform, Cisco Webex Contact Middle Enterprise, with none interruption. This transfer is saving Lowe’s thousands and thousands in legacy license charges and reducing IT assist prices. The brand new system has dealt with 1 million calls in Q1 2024, enhancing scalability, reliability, and integration with present Cisco infrastructure, setting the stage for expanded buyer engagement, and future enhancements utilizing AI. Now, post-migration, Cisco Lifecycle Companies is accelerating time-to-value focusing on AI use circumstances and their corresponding outcomes, whereas delivering providers centered round these outcomes.

Please be a part of us in congratulating Lowe’s!

Discover our Cisco CX Superheroes At present

To study extra about our buyer heroes and their tales, go to our Buyer Tales Index – a catalog of tales highlighting how Cisco providers clients are reworking and innovating to drive affect of their organizations and internationally.

See a few of our most up-to-date tales right here:

• ANZ Financial institution- Enhancing worker and buyer expertise with community availability at one among Australia’s largest banks
• Deutsche Financial institution– Enhancing the shopper expertise by way of automation at Germany’s main monetary providers supplier
• Telecom Egypt– Efficiently serving to to make sure a steady, proactive, and sustainable community surroundings

In case you are enthusiastic about sharing your individual buyer story, join with us at cxcustomerstories@cisco.com. We’d love to listen to from you! Keep tuned for extra CX updates!

Don’t have a narrative to inform simply but? We may help you construct it, proper alongside along with your community!

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