This week marks a significant announcement from Cisco CX (Customer Experience) organisation that further reiterates Cisco’s strengthened commitment to deliver a digital-first proactive and predictive services to its customer’s base directly and via its partner ecosystem. Having worked for more than 15 years in CX business function, early back then I never imagined we would get this this point where most of delivery modes, be it advisory, optimisation, support or training will shift away from reactive approach to proactive and predictive mode. Thanks to Cisco Success Tracks powered by Cisco CX (Customer Experience) and PX (Partner Experience) Cloud platforms that now cover 74% of Cisco’s customer install base. This is huge !
Cisco Success Track is a common thread that weaves through discrete product lines giving customers a common fabric for managing and operating their infrastructure lifecycle, leveraging digital-first approach
The Announcement
As part of wave-1 announcement for 2024, three new Success Tracks WAN/SDWAN, Cloud Network (non-controller) and Collaboration Devices, associated use cases and digital Insights has been added into the CX cloud platform that brings the total number of Success Tracks support to six (Campus, DC Compute, Cloud Network, WAN, Collaboration, Integrated Secure Operations).
WAN/SDWAN Success Tracks supports integration of SD-WAN Manager or the CX Cloud agent that relays the telemetry data to the CX Cloud. 3 use cases and Insights are supported in the first release.
Cloud Network Success Track now supports non-controller option that do not require APIC or Intersight Controller and tether NX-OS devices directly CX Cloud Agent. 20,000 Cisco Cloud Network customers are now eligible for Success Tracks coverage.
Collaboration Success Tracks supports hardware end points and links the Webex Control Hub directly to the CX Cloud.
Below is the summary of the new announcements for the Success Tracks, Use Cases and Insights for CX and PX Cloud.
How does this announcement play out for Cisco Partners ?
Partner Value Added Services
In order to monetise lifecycle practice, many Cisco partners are already engaged in value creation activities on top of Success Tracks with Service Creation and API’s to increase adoption and expansion opportunities with their customers. Differentiated service catalogues are being built by partners as we speak, that allows them to monetise these assets through expert services with their customers. Leveraging insights through PX Cloud API’s, many partners are improving productivity by being proactive and also building digital tools creating digital service offers. Enhanced PX Cloud API portfolio can be found here. So new Success Tracks, use cases and Insights means, expansion of service catalogue and digital offers that drives additional opportunities for monetisation for partners.
Increased TAM and iACV
From the sales standpoint, the addition of new Success Tracks, Use Cases and Insights expands the TAM (Total Addressable Market) providing new revenue opportunities for Cisco Partners. SDWAN or Collaboration customers who had to purchase legacy services like SNTC (SmartNet Total Care) will now have the opportunity to benefit from Success Track capabilities. Partners who are focused on transitioning their customers from SNTC support model into Cisco Success Tracks can benefit from increased iACV (Incremental Annual Contract Value) upto 30% as per Cisco research team., adding to their profitability. To this end, Success Tracks will come with a higher price tag for customers due to its cutting edge digital capabilities, however the benefits outweighs its cost with a stronger ROI (Return on Investment) for customers.
Forward Looking
Success Tracks is one of the foundational ways for Cisco Partners to monetise their lifecycle practice. For the rest of 2024 and beyond we can expect to see more and more products, use cases and Insights that gets folded into the Success Tracks portfolio. Partner Branded Success Tracks is also on the roadmap and its a matter of time it will be released for Partners. With the advancement’s in AI, we can expect to see increased feature velocity for the CX and PX Cloud platforms.
Resources
Official Announcement from Cisco Execs at Cisco Live 2024 Amsterdam
Cisco PX Cloud Release Notes – Jan 2024
Cisco Customer Experience (CX) Cloud
fivelayers.net 
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