May 20, 2024

Digital transformation means transforming customer outcomes

10 min read


A digital transformation turning data into a butterfly.
Image: Shutter2U/Adobe Inventory

Cisco Systems is on a roll. The San Jose, California-based conglomerate with $51 billion in income significantly outpaced expectations for expansion in the fourth quarter of 2022, with predictions of even far more growth lifting shares 3% on Wednesday.

Among the company’s quite a few focuses driving consumer knowledge are stability, web zero and industrial IoT, such as cloud services in its Operations Dashboard, which lets operational technologies groups deal with property remotely. It also not long ago introduced technological know-how all over OpenTelemetry, connecting cloud intelligence for checking and IT platforms, as properly as new integration technological innovation for Cisco SD-WAN.

Thimaya Subaiya, chief buyer expertise officer at Cisco, who previously worked at Salesforce and Oracle, speaks with TechRepublic about how these and other electronic transformation initiatives renovate consumer results.

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Digital transformation: Customers 1st

Karl Greenberg: How do you describe shopper experience inside of the context of performance and safety?

Headshot of Thimaya Subaiya.
Thimaya Subaiya, main client expertise officer at Cisco.

Thimaya Subaiya: Client knowledge is a lot more about providing the results customers have to have by breaking down a customer’s requires, regardless of whether they are hoping to realize operational effectiveness or transformation. What gets a lot more fascinating is when you commence to converse a lot more deeply to your purchaser about what transformation suggests to them.

Karl Greenberg: In which are you observing momentum in electronic transformation?

Thimaya Subaiya: Electronic transformation is not about using just just one established of systems — it’s about how the established of systems one particular is utilizing arrive collectively. Clearly, stability is a must do for anyone, but I’m psyched to see a ton of momentum around enabling systems, 5G for illustration.

We are at a pivotal time for the reason that this new technology of wireless is poised to give a massive raise to connectivity close to gadgets and protection.

5G and lower-power chips empowering IoT stability requirements to keep pace

Karl Greenberg: When I consider of 5G, I feel of enormous data throughput with in close proximity to-zero latency, which empowers a great deal of points.

Thimaya Subaiya: It lets us blanket just about every one device out there, not only from an industrial viewpoint but also incredibly soon we’ll see an explosion in the industrial sector with related IoT.

From a customer standpoint, for case in point, the shoes you are donning these days really don’t have IoT. What if they did, and you could review how you had been operating? What if it had sensors that can inform you in which your kids are? We are on the cusp of 5G, because we are viewing everything occur together, but most critically, from an IoT perspective, we will need to get safety appropriate to start with.

Karl Greenberg: Is this empowerment of IoT a hardware or computer software concern?

Thimaya Subaiya: If you search at low-electric power chip tech, we have gone from a entire world of x86 to ARM to RISC-V open architecture for chips. The issue is that x86 — what personal computers were being created with — would run every little thing from equipment finding out plans to Excel mainly because it’s a higher-electric power intake chip.

Then came ARM, a proprietary chip used in cellular phones. Apple has accomplished a excellent task of transferring to laptops with M1 chips, which is why you get 18-24 several hours of battery life with computers currently. Now RISC-V is attaining momentum since it is an open, exceptionally small-electrical power architecture that can allow very unique tasks necessitating incredibly minor electricity. For the reason that it is open architecture, it can be dependent on what you outline it to do.

Karl Greenberg: And that signifies you are not throwing a lot of electricity at each individual job anymore?

Thimaya Subaiya: It signifies you are not dependent on the sorts of energy sources you are applied to to push any kind of IoT unit. For case in point, you could now use a small solar panel to push a product.

With RISC-V, 5G and other systems, a great deal of things are coming with each other on open up platforms for human-level apps: Your car or truck will be equipped to talk to the street, and sneakers will be ready to inform you about how you are walking or managing. The future time you go to a store, the experience could be absolutely different dependent on the know-how made use of there.

SEE: Cisco announces new improvements to accelerate hybrid cloud adoption (TechRepublic)

Buyer encounter means implementing for results

Karl Greenberg: What are the crucial elements of client encounter at Cisco? What matters most? Is it principally about earning positive systems participate in effectively with each other?

Thimaya Subaiya: We concentrate on client outcomes. You purchased a specified established of tools and want to get to your endpoint. The CX organization’s job — its only mission, definitely — is to make positive you get that consequence. It is about defining, implementing but also making positive that you’re all over and offered to consumers at any supplied instant, no matter whether it’s to arrive back again in and reconfigure insurance policies, or determine out what is heading on with customer networks and transfer on from there. Your roadmap may change, but the consequence continue to stays the exact.

Karl Greenberg: What role does security enjoy in this?

Thimaya Subaiya: We are not just going to go in and build anything for the use situation — we also construct security into the equipment into implementation levels. That is something of a mystery sauce that will arrive with just one of our advisory offerings together with incident response.

Karl Greenberg: But in phrases of safety, does Cisco have distinctive issues due to the fact it is utilizing equally hardware and software program? Doesn’t it demand a additional expansive sense of what incorporating protection means?

Thimaya Subaiya: Properly, it’s broader. Suppose you have an HVAC system functioning an whole info centre. If the two of those people are on the identical network, it’s incredibly uncomplicated for foreign get-togethers to get into the HVAC and in transform get into the information centre. You need segmentation. An individual has to think via what this suggests from a coverage and implementation standpoint an individual needs to map it out, outline it and watch it.

In an office atmosphere, you could enter with a firm cell in one hand and a particular mobile in the other. Now you have two products that have entered the very same creating — a single trusted and the other unfamiliar. How do you make positive one has entry to specific factors even though the other does not? It receives complicated very quickly in phrases of what constitutes reliable and untrusted, and that receives back to zero have faith in: safeguarding your tech, information and enterprise assets.

Concentrating on internet zero with software package, hardware

Karl Greenberg: Speak about how Cisco is performing on knowledge middle effectiveness to accomplish internet zero.

Thimaya Subaiya: We have been working with multiple businesses, and one of the items I’m passionate about is pinpointing means of creating guaranteed we get more and additional performance towards internet zero emissions. We are accomplishing this on several fronts, seeking at how you fork out for vitality and approaches of consuming fewer of it. Our CX cloud offers information middle operators accessibility both for stability capabilities, but also for monitoring down which assets are consuming way extra vitality than they ought to be.

Karl Greenberg: There’s a UX for this? A dashboard?

Thimaya Subaiya: Yes, the user interface will be a dashboard that can exhibit you, for instance, if a provided switch is consuming 5 moments extra electrical power than any other swap toward its highest allowed threshold.

What do you do in that condition? You can acquire that swap down, you can repatch the full issue, up grade application on it, deliver it again on the net, observe energy on it. If it’s typical, you’re good, but if it’s continue to consuming at 5x, we can established up an automated procedure on the backend and send out you new equipment.

Karl Greenberg: What are potential will cause of use towards most threshold?

Thimaya Subaiya: It could be software trapped in a loop that is employing multiple IO cycles, a fault in the tools or limited circuit in the electricity module — it could be a number of reasons, but we isolate just about every: Upgrading the computer software, bringing it back again on-line and checking performance, all of which can be automated.

Furthermore, we have about 30 years of Cisco IP data in phrases of each and every one root induce of community outages and why shoppers went down. What we have done is taken this knowledge and established insights and analytics letting us to map that information versus your environment and tell you at what factors in time your community could go down since of challenges like upgrading, or patches or mainly because your in general use constantly boosts to the threshold at which it can destruction the entire process.

Securing items and services throughout the portfolio

Karl Greenberg: Cisco life in an interesting put in the tech solutions ecosystem, with the two hardware and cloud providers. How does that have an affect on how you supply security together with goods?

Thimaya Subaiya: Yes, we are a hardware, application and web companies firm with Webex. Nowadays in excess of 40% of our earnings comes from software program.

One particular distinctive gain is that we have protection embedded amongst network layers. If you glance at the security market place today, it’s incredibly fragmented. You could purchase protection for your info middle in 1 position, for edge cloud services someplace else, for gadget security in nevertheless yet another position. What we have been carrying out is focusing on how to carry this alongside one another. We are in a exclusive scenario of being able to arrive in and protected your entire community for you.

Karl Greenberg: Do customers want that, or do they want to be in a position to place their personal suite of products and services jointly simply because it may possibly be significantly less highly-priced on paper?

Thimaya Subaiya: When I talk to quite a few buyers, even if they are not working with Cisco know-how, one particular of the matters I have heard them say various situations is they want to actually simplify. They want the planet to simplify engineering in terms of how it is sent and applied. Just lately, a CIO advised me his organization has 1,400 suppliers, and his stage of look at was that none of them work with each other. “I want integration,” he reported.

Corporations speak about APIs and bi-directional APIs, but my belief is that it finally will come down to just one issue, and that is implementation. Get implementation appropriate. If you can do that for any customer, and it’s accomplished correct, and it’s a eco-friendly checkmark, everything else is a breeze for that buyer going forward.

Karl Greenberg: What do resilience and zero believe in as paradigms for safety imply for you?

Thimaya Subaiya: From a business viewpoint, it is not only the engineering but also the assets and process: How do you convey zero have faith in environments into infrastructure and workplaces? It also constitutes a intellect change in how people build merchandise. It just cannot be an afterthought it has to be crafted into the basis in terms of how you create code and applications.

What shoppers want at the stop of the day

Karl Greenberg: How does this point of view affect how you discuss to customers and supply them products and solutions and products and services?

Thimaya Subaiya: One particular of the matters I often tell our product sales organization is to prevent concentrating on several different merchandise, technologies and services. Be incredibly targeted on what customers want — what they in fact want carried out. Get that carried out initial, and get it carried out the correct way, which usually means building positive it’s safe and making certain it is correctly constructed.

From there, let’s discuss to the customer about what else they require, simply because a lot of occasions we conclude up in a condition where by we are dealing with 20 different requirements. We have to have to ask ourselves what they want and what they want accomplished initial. Let us focus on purchaser priorities 1st and foremost.


Source connection Digital transformation is one of the most significant changes happening in today’s business landscape. It is a process of using digital technology to create new, or modify existing, business processes, culture, and customer experiences to meet the ever-evolving demands of customers. In short, it means transforming customer outcomes.

The ultimate goal of digital transformation is to improve customers’ experience with a business or organization and deliver them superior value. It is not just about improving the efficiency of an organization’s internal processes – it is about finding ways to make the customer journey better, faster, and more enjoyable. This could include introducing automated customer service bots, creating innovative platforms for customer collaboration, or utilizing data analysis to identify customer preferences.

When companies focus on digital transformation, they are often surprised at the value that can be created. By transforming customer outcomes and offering innovative solutions, companies can increase customer satisfaction, lower customer’s cost, and even differentiate their brand in the market.

Through digital transformation, businesses have the opportunity to better understand their customer’s needs and preferences. This is possible by examining customer data, such as surveys, complaints, and customer feedback. Companies can use this data to develop tailored customer experiences and create products, services, and processes that meet the customer’s unique demands.

Digital transformation has become increasingly important as consumers and businesses become more tech-savvy. Companies must be able to constantly innovate and improve their customer offerings to keep up with the ever-evolving demands of their customers. This is critical in ensuring the long-term success of any business.

By focusing on digital transformation, companies can improve customer satisfaction, provide innovative solutions, and drive long-term success. It is key to remember that digital transformation means transforming customer outcomes – not just technology.