Transforming Service at Scale: Cisco’s Journey to First-Touch Resolution
When rising service costs, frustrated customers, and siloed systems began impacting Cisco’s global logistics experience, we partnered with their Service & Logistics team to uncover the root causes and reimagine support delivery. In just four weeks, we designed a future-ready strategy grounded in data, journey mapping, and human-centered design — empowering agents, streamlining processes, and building a roadmap for scalable, proactive service.
This initiative wasn’t just about fixing a broken system. It was about building a smarter, more human approach to service. By aligning tools, people, and processes around the customer experience, we helped Cisco lay the foundation for scalable, proactive support. It's a model any enterprise can follow: reduce friction, empower your team, and deliver better outcomes from the very first touch.