cisco it’s journey
TRANSCRIPT
![Page 1: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/1.jpg)
Cisco IT’s JourneyArti PatelLuke CliffordMwiza Munyandamutsa
April 2021
![Page 2: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/2.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public#CiscoLive
Cisco IT Collaboration Environments
2BRKCOC-2005
2008 2020
![Page 3: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/3.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public
Organizations don’t change. People Do.
3BRKCOC-2236
![Page 4: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/4.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public#CiscoLive
How an Employee Experiences Change
4
Why is this change happening?
What kind of training do I need?
Am I able to do what the training
taught?
DA K A R
What does it meanfor me? How will I do my
job tomorrow?
Am I better off?
Openness to Change Education of Change Change the new normal
BRKCOC-2005
![Page 5: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/5.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public#CiscoLive
Continued Change Management
Execute the Campaign
5BRKCOC-2236
Mes
sage
Sch
edu
le
Join
Shar
e
Trai
nin
g
Trai
nin
g
Trai
nin
g
Trai
nin
g
Mar
keti
ng
#2
Mar
keti
ng
#2
Pre
Cam
pai
gn S
urv
ey
Post
Cam
pai
gn S
urv
ey
![Page 6: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/6.jpg)
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
WxT Calls
74%
WxT IMs
100%
WxT Active Users
9%
Jabber Calls
17%
Jabber IMs
14%
Jabber Active Users
15%
#teamup Campaign Metrics Snapshot
January CEC article views
19,782
Weekly wallpapers to 5200 endpoints
15,600
Surveys sentw/ 785 responses
10,000
Weekly emails to 115,205 employees
345,615
Trainings taken
15,024
Engagements at 5 site over 12 locations
1550
Baseline for all % change metrics is Oct 2019
12-week Change Management campaign. From January to March 2020
WxT Files
65%
WxT Meetings
92%
![Page 7: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/7.jpg)
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
#teamup
-
20,000
40,000
60,000
80,000
100,000
120,000
140,000
Active Users
Teams Jabber
#teamup
#teamup
-
20,000,000
40,000,000
60,000,000
80,000,000
100,000,000
120,000,000
140,000,000
160,000,000
IMs Sent
Teams Jabber
#teamup
-
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
1,800,000
2,000,000
Calls
Teams Jabber
Adoption: Jabber to Webex Teams Migration
-
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
Files
Teams
9%
15%
Baseline for all % change metrics is Oct 2019
6%
45%
COVID-19 COVID-19
COVID-19 COVID-19
100%
14%
151%
69%
74%
17%
102%
50%
65% 86%
![Page 8: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/8.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public#CiscoLive
Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Apr-20
NaturalAdoption
ChangeManagement
WorkspaceTransition
WxT Calls
WxT IMs
WxT Files
WxT Meeting Joins
Transitioning Collaboration with Change Management
8BRKCOC-2005
Data scaled to showcase directional adoption.Numerical parity and order not applicable.
![Page 9: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/9.jpg)
XMPP Federation
Contact Center
New Hire Provisioning
ACE
Comms
Q4FY2020 Q1FY2021 Q2FY2021 Other
May June July August September October November Dec Jan No Date
CUCM Calling Phase 1Opt in
Phase 2
Al l Non-Hybrid Emp
Phase 3Al l Hybrid Emp (+ ELT)
Teams XMPP Federation Enablement
XMPP Federation Switch
PilotCUCM Cal l ing
Migrate UCCE
Remove Jabbfrom a l l new PC images
Jabber Decomm
BU Dependencies
Al l Employees Emai l – XMPP Enabled, Opt-In
Multi l ine Support
Visual Impairment Usability Support
Bui l t-in Bridge
Personal mode Cal l ing Solution
1
Auto UC Profi le Ass ign
New Hire CUCM Cal l Provis ion
Targeted Employee Comms
Deactivate
Jabber Login
Jabber-WxT Contact Migr
Tool
Jabber Decomm
CEC &
SharePoint Site
2
3
1, 3,
6
2, 4
5 64
SCHEDULE
5
DESIGN PHASE BUILD PHASE
Remaining ACE Preview to UCM
cal l ing
ACE General AMY to UCM
ca l l ing; IM&P demo offering
ACE Gen APAC & EMEAR to UCM
Cal l ing
New ca l l ing eStore order process
1 7
7
NEED BY NOV 9TH
NO DATE
NOV 9THSEP 4TH JAN 15TH
AUG 21ST End of NOV
AUG 18TH NOV 3rd & 9th
Targeted Employee Comms
SEP 30thSEP 30th Oct 29th
SEP 30th
Nov End
JUL 31 AUG 8, late AUG IM&P SEP 1 SEP 15
ACE General AMZ to UCM Cal l ing
Beg OCTNOV Mid
OCT 2?
AUG 19TH
You have Opted-In, UCM Cal l Enabled Emai ls
SEP 1ST & 6TH
NOV End NOV 25th
FrontgateDecomm
NOV End
JAN 11TH
![Page 10: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/10.jpg)
Change Mgmt is the key to success
• Metrics pave the way
Good Stakeholder Mgmt prevents failure
• Communicate early and often
Pilot to work out the kinks in your rollout
• It also allows your support team to learn and be ready for larger rollout.
Identify downstream dependencies
• Work with those teams to ensure Jabber integrations are migrated over
Give your employees and outlet to provide feedback.
• It will help you identify potential showstoppers
5 Lessons Learned
![Page 11: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/11.jpg)
![Page 12: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/12.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public
INCREASED ADOPTION
Set a Vision for Change
12BRKCOC-2236
Work Intuitively. Work Continuously.Everyone on the same platform.
Meet users where they work.
Seamless Collaboration.
AWARENESS EDUCATION
![Page 13: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/13.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public
Plan a Campaign
13BRKCOC-2236
EDUCATION
MARKETING & AWARENESS
SUPPORT &FEEDBACK
METRICS
1
2
3
4
![Page 14: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/14.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCOC-2236 14
![Page 15: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/15.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCOC-2236 15
![Page 16: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/16.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCOC-2236 16
![Page 17: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/17.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public
Continued Change Management
Execute the Campaign
17BRKCOC-2236
Mes
sage
Sch
edu
le
Join
Shar
e
Trai
nin
g
Trai
nin
g
Trai
nin
g
Trai
nin
g
Mar
keti
ng
#2
Mar
keti
ng
#2
Pre
Cam
pai
gn S
urv
ey
Post
Cam
pai
gn S
urv
ey
![Page 18: Cisco IT’s Journey](https://reader033.vdocuments.us/reader033/viewer/2022042702/626589020f149f172270bcf2/html5/thumbnails/18.jpg)
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public#CiscoLive
How an Employee Experiences ChangeThe ADKAR Model
18BRKCOC-2005
DA K A R
Awareness
Desire
ReinforcementKnowledge
Ability