Transcript
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
© 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
© 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
© 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%
© 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.
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
© 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
© 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
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCOC-2236 14
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCOC-2236 15
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCOC-2236 16
© 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
© 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
top related