Now that you understand what's included in your License agreement, it's time to get your employees excited to turn on the features and start reaping the benefits of your investment. The session will continue our discussion around adoption planning with best practices for employee training & engagement of your collaboration investment. This is a great opportunity to tap into your employees' creativity and empowering them to build new functionalities and applications leveraging devices they already are comfortable with. We will also review how to track utilization and consumption rates so you can reconcile your investment against the productivity gains you will see.

1. Robert Bouchard, Sr. Collaboration CSE
John Maniscalco, Engagement Manager
May 2016
Collaboration
Adoption Series
Part 2 of 2
Building an
Adoption Plan:
Turning it On

2. • Welcome
• Collaboration Tools: An Industry Perspective
• What Happens When We Get it Wrong?
• Understanding the Adoption Lifecycle
Methodology
• Case Study: Cisco on Cisco
• Adoption Metrics: A Fresh Perspective
• Getting Started with Adoption Services
• Key Takeaways
Agenda

3. Collaboration Tools: An
Industry Perspective

4. “I don’t believe you can build a
digitization strategy without
collaboration technologies.”
— Chuck Robbins, CEO

5. “The return on investment from
collaboration tools is complicated
by the fact that, even if a company
deploys the world’s greatest
collaboration tool, it does not
necessarily mean that adoption will
follow. A successful deployment
almost always depends on effective
user education and fundamentally
changing user behaviors.”

6. “By 2017, 25% of organizations will
lose their market positions due to
“digital business incompetence.”
Leveraging tools and technologies
alone will not suffice. What’s
needed is a strategic rethinking of
how people engage and how tools
help employees get their work
done.”

7. Users need business results from Collaboration Technology and are asking for Adoption Services
“Technical training is not changing
behaviors at my company”
“I am not getting the expected ROI on
my collaboration technology investment”
Listening To Users Like You

8. How To Drive Collaboration Adoption?
Not technical training, business outcomes…
IDENTIFY
1. Identify high impact business use
cases for collaboration technology
2. Deploy use case & measure ROI
with effective training and change
management
Focus first on finding WHY business users should be using collaboration
technologies, before training them on the HOW
ADOPTION STRATEGY
Deploy
Deploy
Deploy

9. What Happens When
We Get it Wrong?

10. Lost in Translation
Initial Request:
“I need a better
way to interact
with my team!”
Engage with IT:
Translate Business
request to technical
requirements
Evaluation & Procurement:
Work with Partners &
Vendors to Design,
Validate, & Procure a
Solution
Deployment:
Install, Configure,
Test, Pilot, and Push
to End Users
End Users:
“Why do I need this
tool & how does it
help me do my job?”
End User Training:
Provide Training/
Workshops to the
End Users

11. What do all of these apps have in common?

12. What do all of these apps have in common?
These are the consumer apps
where your users turn when their
corporate solutions can’t get the
job done…

13. Understanding the Adoption
Lifecycle Methodology

14. Adoption Defined
We help customers
drive business
outcomes
of cross-architecture
technologies and
measure key
indicators to ensure
a high value return
on their investment.
 Behaviors
 Processes
 Policies
 Leadership
 Standards
 Culture
 Performance
Goals

15. Map Use Case to High Priority Business Imperatives
WebEx /
CMR
Business
Video
Sales
Effectiveness
Productivity
Cost Control
Cultural
Evolution
Innovation
Revenue
Growth
Sales Training
Specialist Expertise
Product Development Time
Customer Risk Consultation
New Product Development
Time To
Market
Talent
Acquisition
Retention
Quality
Business
Scaling and
Growth
Customer
Loyalty

16. Ensuring the Success of Workplace Transformation
Any change in an end-users processes likely requires a change management initiative. Why? Because employees
will innately fight changes to the status quo. Unfortunately, LOB and IT teams are inept at the necessary change
management and engagement protocols necessary to make such cultural shifts successful.
Do employees know…
• the room is available?
• how many people they can book in the meeting?
• how participants can join via audio?
• how to schedule the room?
• how to start a meeting?
• best practices for audio and video quality in a
meeting?
• how to share content in a meeting?
• how to record a meeting?
• if meeting rooms are available in other office
locations?
• if the video room has unique functionality based on
set-up (speakertrack, intelligent proximity)?
• what to do when they need support?

17. Case Study: Cisco on Cisco

18. Refresh and upgrade to our newest video
collaboration technology in the form of:
1. Field Sales Office video CR refresh:
1100+ rooms globally
2. In 70 Countries
3. Total of 243 Buildings
4. Personal endpoint enablement for
Sales: 15,800+ DXs globally
The largest pervasive video
collaboration deployment in the
world!
About
GameChanger

19. 171
Immersive Rooms
IX 5000
IX 5200

20. SX80 & Wall-Mounted MX800 based
127 Integrated Training Rooms

21. 791
Multipurpose
Rooms
MX 200G2/300G2
MX 700/800/800D

22. Single Web
Portal for Sales
Ordering
Training
Shipping
Activation

23. • Sales Project Management (4)
• Initial Planning, Review and
Coordination with local teams
• IT Deployment Team (~10) -
Deployment Planning & Management
of Partners
• WPR (~5) - Review & Room
remediation
• Partners - Immersive and Integrated
Room Installation
• Local SE’s and CSE’s (~250) -
Multipurpose room Installation
Deployment Team

24. • Initial Plan based on seats and
existing units
• Reviewed with local teams
• Released for ordering
• Reviewed by IT and WPR
• Ordered
• Installed
Room System
Process

25. • Single web site for sign-up,
info and provisioning
• Shipping directly to users
• Reduced bandwidth
consumption vs. older units
Desktop Systems:
What Worked Well

26.  Automated device provisioning
must be “user-proofed”
 Think ahead on accessories
(headsets, handsets, HDMI
cable for DX70s)
 Android “how-to’s” for iOS
users
 “Best practices” and etiquette
for video calls
Desktop Systems:
Challenges

27. • Aggressive schedule
• More user training needed
• Getting additional partners up
to speed
• Room remediation (when
needed)
• Cable Management in self-
installed rooms
• When equipment arrives, local
teams change their minds on
room
Room Systems:
Challenges

28. Adoption Metrics:
A Fresh Perspective

29. Productivity Increase is the new ROI
Reach
Adoption
Internal Team
Communication
External
Communication
Interpersonal
Communication
Engagement

30. Getting Started with
Adoption Services

31. Adoption Services Available
Cisco Adoption
Services (AS)
Partner Adoption
Services

32. Cisco Adoption Services

33. Communications
Awareness
Promotion
Desire
Training
Knowledge
Generic Cisco Marketing
WebEx Audio is Coming
Branding/Tag Line
Click.Connect.Collaborate
Cisco User
Manuals
“How Do I”
Customized
Client Branded
Managing your Audio
Options
Virtual Demo
WebEx for Admins
Client Focused
Mastery Program
Segmented User Focused
Private Banker Journey
On-Site Activities
Collaboration Fair
Business Focused
“How Should I”
Drive Behavior Change

34. Awareness and Training Materials
Technology Journey
Educates employees on current and
future state of collaboration technology
Use Case Journey
Identifies use case within organization
and describes scenario of how tech
could be utilized more effectively
Business Benefits Poster
Highlights business benefit for using new technology
to increase adoption
Interactive Quick Reference Guide
Addresses frequently asked questions by user
group in format easy to understand and
reference
Open House Events
Encourages employees
to come ask the experts
questions on how to use
the new technology
Instructor-Led Training
Enables quicker understanding
and use of various features and
functionalities of the tech – can be
conducted virtually or in-person

35. Collaborator of the Month
Features and rewards individuals who use
video / collaboration technology
Unique and Customized Programs
Quiz: What Type of Collaborator Are You?
Excites employees about the new technology
and helps to uncover use cases
Intranet Site
Reference portal for training guides, support
information and more

36. • Adoption Services is a key part of the
technology adoption lifecycle
• Getting it wrong can force Users
towards consumer grade tools
• An Adoption Strategy must address
the People side of the equation
• ROI for Collaboration needs to include
increases to Employee Productivity
• Talk to your Cisco Account Team
about getting started with Adoption
Services!
Key Takeaways

37. Questions?

38. Thank you.