Tips on Building Customer Service DNA

Feb. 20, 2012 - PRLog -- Interview by Helen Winsor, Customer Management Exchange

Curtis Hill, Vice-President of Technical Support for Customer Assurance at Cisco, joins Customer Management Exchange ahead of the Executive Customer Contact Exchange to discuss building customer service DNA. He outlines  the initiatives set in place at Cisco to resolve customer problems, reflects on the evolution of the market over the past 5 years through social and mobile touch points, projects future advances, and finally comments on what the solution provider market could do to help drive proactive customer value creation.

Customer Management Exchange: Hello, and welcome to this Customer Management Exchange podcast presented in conjunction with the Executive Customer Contact Exchange. I’m your host, Helen Winsor, and today I’m delighted to be joined by Curtis Hill. Curtis is Vice President of Technical Support for Customer Assurance at Cisco. Welcome to the show, Curtis. How are you today?

C Hill: Very well. Thank you for having me.

Customer Management Exchange: Great of you to join us ahead of the event. Now, Curtis, first of all I should introduce you. You’ve been touted the customer’s ultimate advocate at Cisco so that’s a great title and accolade. Moving onto the first question, you’re speaking about building customer services DNA at the Executive Customer Contact Exchange next April but what does having customer service DNA look like in real terms and why do you think it’s such a challenge for enterprises today?


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