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In this blog, I share systems view of Cisco CX (Customer Experience) partner model that allows them to unleash Cisco’s cutting edge automation and insights and transform their services business . So lets jump in. The Network Incident and telemetry data from customer’s infrastructure is ingested into Cisco’s cloud where deep analytics and automation processes are triggered. The data is churned inside Cisco cloud, combined with Cisco’s Intellectual property and machine learning models to derive insights on assets, software , lifecycle , security and made available to our partners through API’s (Application Programming Interface). Network incident data is analysed via highly automated root cause analysis and if necessitated an automated RMA (Return Material Authorization) process is triggered as well.

For CX partners, all the above processes for their customer’s data happens in the hindsight, within Cisco CX Cloud. This is unprecedented in a sense that partners are able to unleash these capabilities right off the bat and transform their service business with new offerings. By leveraging APIs backed by insights and automation tools, partners can augment with their own capabilities and create new offers for their customers. Offers that are centered around proactive and predictive services, lifecycle success , data analytics reporting , service accelerators are some of the possibilities.

The above model describes this cyclical flow of data and engagement between the partner , customer and Cisco . The elements of the new partner service factory revolves around data, insights and automation which forms the underpinning for new services that will be created in the future. Innovation sits at the center among all other things to build the next generation partner service factory .

“Better Together” was the theme at Cisco Partner Summit that was concluded this week in Miami, Florida. The above model is a real example of how Cisco and partners can work together to deliver joint customer outcomes.