Case Study: Cisco Quad Gives Employees CARS Experiences

October 13th, 2011

Moira Dorsey

With contributors:

Vidya Drego , Jennifer Peterson , Richard Gans

Summary

Forrester believes that next-generation digital experiences will be customized, aggregated, relevant, and social (CARS). Cisco Systems' Quad collaboration tool illustrates how CARS can be equally transformative for even business-to-employee (B2E) experiences. Quad, originally developed for Cisco employees, is now available to Cisco customers. It allows employees to create customized dashboards of content and functionality aggregated from disparate internal systems, which they can access via PC, iPhone, or iPad. Quad also helps users create their own customized social network to help them tap into the enterprise's collective intelligence. To create the right approach for their business, customer experience professionals should determine their digital customer experience strategy, conduct ethnographic research with their customers, and identify which elements of the CARS framework add the most value.

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