cisco it’s journey

Cisco IT’s JourneyArti PatelLuke CliffordMwiza Munyandamutsa

April 2021

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public#CiscoLive

Cisco IT Collaboration Environments

2BRKCOC-2005

2008 2020

© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public

Organizations don’t change. People Do.

3BRKCOC-2236


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


Continued Change Management

Execute the Campaign

5BRKCOC-2236

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© 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%

© 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%


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.

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

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


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


Plan a Campaign

13BRKCOC-2236

EDUCATION

MARKETING & AWARENESS

SUPPORT &FEEDBACK

METRICS

1

2

3

4


Continued Change Management

Execute the Campaign

17BRKCOC-2236

Mes

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Sch

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How an Employee Experiences ChangeThe ADKAR Model

18BRKCOC-2005

DA K A R

Awareness

Desire

ReinforcementKnowledge

Ability

cisco it’s journey

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