Laura McCarty

Senior Director, Technical Services
Cisco

Laura leads a large, technical services delivery organization focused on Solutions and Incubation technologies. Her teams drive customer intimacy in key areas of Cisco’s business. They are responsible for support of premium solutions support offers in the areas of Data Center/Cloud, Security, IoE, Software and others. Her team is also responsible for the technical support of Cisco’s new acquisitions.

In her 20 years at Cisco, Laura has held key roles in strategy and operations, Data Center and Partner Support of Cloud Infrastructure, training and leadership development, and program management. Throughout her career she has enjoyed innovating, building new teams and capabilities, and then moving to the next new technology or challenge.

Laura has her Bachelor of Arts degree from University of California, San Diego. She enjoys spending time with her two teenage boys, playing tennis, participating in Zumba, and reading.

Check out the incredible speaker line-up to see who will be joining Laura.

Download The Latest Agenda

Main Conference Day Three: Building Blocks For The Future Of Optimized Service - Friday, April 21, 2017

Monday, March 4th, 2019

9:25 AM Improving The Customer Experience By Moving From Reactive To Proactive And Preemptive Support

The market is changing rapidly from product to solutions, software and cloud. As customers make the transition, services plays a critical role in maintaining market share and accelerating growth. Customer experience is a key factor in maintaining customer loyalty. This session focuses on how to add services value through capabilities, using automation to improve engineer and customer interactions, and how innovation and experimentation can accelerate success. In this session Laura will share insights on where Cisco is on this journey, what has worked and what has failed, and provide some tips on what might work for you.

•Focusing on adding value through capabilities to improve the customer experience

•Using automation to improve engineer and customer interactions

•Using innovation and experimentation to test new delivery models