Customer Interaction Networks

At the heart of the new thinking and leadership in call centers is customer intimacy, collective intelligence and value networks. Among the leaders is Cisco Systems. Below is a link to an example of this transformation. Value networks and VNA were highly instrumental in achieving fundamental advancements in Cisco’s Global Call Center Strategy known internally as Customer Interaction Networks. Among the most important capabilities is network visualization and optimization of intangible assets.

Global Contact Center Strategies, Cisco

LaVeta Gibbs, Former Director of Global Contact Center Strategies for Cisco introduced value network analysis into the Customer Interaction Network leadership group. In her view, "Value Network Mapping of an organization, or even better, multiple organizatoins is the most unbiased and necessary view into what really goes on in business interactions. If done successfully, it changes the way job roles and the value of interactions are perceived and measured."

She is a strong proponent and evangelist for value networks, carrying the message in her speaking engagements at Customer Support conference around the world. "Value Networks has been helpful in business realignments in the past," she says,   "But it's real strength is for the future.  Value Network Mapping  of web 2.0 collaboration and social network interactions including social networking will be a key driver in what is measured and defining value. It ultimately serves as a management tool to assure that networking and collaboration meet business objectives - while still allowing the freedom of innovation that bursts forth in this new way of interacting."