Cisco has been taken over by bean counters who don’t really understand what we do, how we do it and why customers buy from us. A great example of this is Cisco CX operating in its own bubble as a standalone profit centre with leadership obsessively focused on increasing margin which in the absence of sufficient growth has finance dictating head count reductions without consideration as to how we meet obligations / maintain service levels. As a result customer experience when using Cisco solutions / tech is not what it was - TAC going from industry leading to ordinary along with a myriad of changes to customer facing and internal functions has made Cisco progressively harder to work with. Far too often customer service or technical support cases are managed from a perspective of hitting SLA’s as opposed to solving the customers problem. This impacts customer loyalty which in turn opens Cisco up to increased competitive threat in whilst exerting a significant downward pressure on product & subscription price expectations. Hopefully the back to basics approach promised recognises Cisco’s CX organisation exists because of the hardware and software we sell not vice versa
@1hqd+1tWaAN92 said it perfectly.