MM and the funky bunch are just destroying CX services, and Cisco from the inside out. Resource Profiles encourage the mile wide, superficial inch deep approach. What happen to actual experts in CX?
19 replies (most recent on top)
The frustrating part of the CX transition is that delivery excellence has again been minimized. All I hear about is renewals and such. There isn't a single "services" senior exec left in the whole CX organization. All of them left the company. It is embarrassing to have any of the execs join a CAP call or customer escalation. They just appear ignorant and arrogant. This will hurt a great service business in the long term.
ONEx anyone?
It was our ex-CFO that ki---d the research and development. Look at Webex. It was stuck with a 10-year old GUI. What a difference one year and a few dollars make. I’ve had solid feature requests in the roadmap for years and they never get done. Instead we do non-standard one-off features for well connected customers (such as one large Indian SP) that nobody else will ever use.
Chuck is a son of a Preacher. What did you expect?
For a company that supposedly began the transition to software several years ago, the financials are inadequate for the level of investment. Robbins has not delivered and the investment bankers are questioning his leadership and Cisco's long term viability. The inability to innovate technology and continuing to rely on acquiring companies was the Nortel model long ago but what they did not have was the annuity that services would bring in. It is time for Robbins and each of his reports to be removed and get back to hiring the best talent. I don't buy in with the reference that JC would have done things differently as in his last several years, JC made disastrous decisions. I am focused on the value, or lack of, of the current leadership which is lacking.
MM and the Funky Bunch:
Bad Vibrations.
https://www.youtube.com/watch?v=AO9909uexu8
"JC would have never let development and innovation fall so much."
- Cisco has NEVER built innovative products internally, we acquire companies and sell/market their products
"Chuck is more focused on other non relevant things that are not important to shareholders and employees these days."
- Chuck is desperately trying to get the attention away from our product offerings. The IT landscape has dramatically changed and we are still selling legacy network equipment. Promoting social justice initiatives is a management consulting method to divide & distract investors and employees.
CX is the most dysfunctional group at Cisco and Chuck has let it happen. When you have 5x the number of people in CX they claim working on DCN/EN than you have SW engineers working on DCN/EN development, your business is in trouble.
True, JC and the board hired Chuck but he was a different guy back then, straight shooter common sense business guy. JC would have never let development and innovation fall so much. Can JC get a refund?
Chuck is more focused on other non relevant things that are not important to shareholders and employees these days. It’s probably time for him to go and work on his activist activities full time and let somebody from the outside come in with a focus on innovation and actually growing the company for the long-term and fix the major problems with the business model.
let me remind you that a conservative JC with a conservative Board chose Chuck
Yes, this is beyond stup1d. You are saying that because JC or whomever is “conservative” then everything they do is wonderful? I suppose you also claim that the current US Prez can do no wrong because he’s a liberal Democrat, when in fact he’s about as capable as a house plant?
Oh yeah, it’s all the old people’s fault - I love these nonsensical “it would have been”, a stupid way to look at things. Imagine for a second if WW-I had been won by the Germans they say, no Hilter and world peace! Well, yes, but if that did happen, then people like you would never have predicted what did happen if they had lost.
This company has become far too woke, politics is now everywhere. We are re-segregating and re-racializing our workforce, ba----g on about slavery to people (world-wide) who have no clue about any of this. We are hiring diversity directors all over to keep “race as part of every conversation”.
Anybody with an ounce of intelligence just knows this is not going to end well.
For the same old whiners who claim that the problem is that the company is "woke", let me remind you that a conservative JC with a conservative Board chose Chuck and he brought MM. And things may be bad today, but if Cisco stayed on course with JC, it would be broke or sold by now. He was just lucky to cash on a good market with no strong competitors.
as shareholder I am happy.
What, you're happy because the company is making decisions based on short-term profits at the cost of long-term profits/success?
Almost every year, we announce a mass layoff at the year-end earnings call stating that we are "doing a _limited_ restructuring to focus on the company's primary goals". A company's primary goals should NOT change from year to year, so why do we need to restructure to meet the goals so often? Is the executive leadership so stupid they can't figure out what their goals are?
No, they just get rid of expensive, experienced employees in favor of re-hiring younger, less experienced people for lower wages and deal with the mistakes and lower quality code they make while they get up to speed. Meanwhile, all the people with "tribal" knowledge of the existing backend automation that "makes things just work" are gone and suddenly sh-t breaks when someone changes something because they didn't know about some backend process and now they spend hundreds of man hours figuring it out and fixing it.
Meanwhile, the company is slowly dying and can't attract or retain top talent, so eventually the company will die and it will be the shareholders who've lost all their money when the stock tanks to next to nothing.
Cisco CEO on CNBC says that we are one of the best companies to work for. He also states that we took good care of our employees during covid and the results are out. Are you kidding me ? What about the few thousands of employees laid off ?
stocks down 6% today. are you happy as a shareholder? or just can't read earnings guidance?
I do not agree with the comment based on the earning call that just ended. Earnings are great. Across the board positive forecast except DCN & Servers. I think Chuck and his team is doing fantastic job. Including CX. Comments on this board seems to be more emotional than objective. as shareholder I am happy.
I gave you a thumbs up for the clever title
CX will be spun-off as a separate company just like IBM has done. MM will be the CEO of that new co.
Couldn’t agree more. I’m still scratching my head as to what the CSS roles are supposed to bring to the table. TTG is a good idea, but hasn’t translated well to anything beneficial (lots of people from there have moved on, due to to it not being very engaging). CX centres - 90% of my interactions with them I wish I’d never bothered, ends up costing me more time to coach and remedy mistakes, but we’re pushed that way as a management strategy, the other 10% to be fair is normally of good quality.
MM hasn't finished destroying CX yet. The egotistical narcisist has even bigger things in mind to destroy. She is just biding time for the woke board to push her into chuckie boy's place. She'll bring that buffoon Alvio with her too since she loves yes men. Say no or offer a differing opinion and she cans you. The ELT under her don't say a word now so bad becomes even worse with no end in sight. If she moves up more then cisco as a company is done for. The place is a lib funding source at this point.