In addition the horrendous top level leadership is the fantastically broken Services model in which Cisco handcuffs customers into enormous service contracts that customers actually don't understand. They have hoodwinked them into buying combined services to subsidize advanced services resources that they never staff and never get the value from.
The internal model is so broken because of the millions of annual costs recently incurred as part of the useless CSE/CSS roles created that literally no one understands what they actually due but because its V2Mommy's plan it has to exists at all costs. Meanwhile meaningful roles that work with customers, deliver actual results and value like consulting engineers are are cut, work transitioned to center incapable of delivering, and we spin cycles chasing bug after bug in every product.
Not a single director or vp wants to address this because its the 3rd rail of politics within CX. Simply mentioning these issue is met with admonishment. Its literally a manifestation of the Emperor has no clothes.
The company is woke, but woke in the wrong areas. Chuck and Fran will have us singing Kumbaya as the business literally implodes. They can't keep taking money from some customers and not delivering what was promised to customer A only to subsidize customer B,C,D and other where they agreed to hair brained deals that s—ing all the resources from other accounts and literally hemorrhaging money.
Remember a few years ago when there was a huge deal for a household name customer that was held up as the model to replicate a few years ago? And now after several leadership changes and hundreds of layoffs they are still bleeding money on that account? Actually, there are a few that are like this. While other accounts have people doing 2 jobs because they aren't allowed to staff up to the right level.
We are LR'ing the wrong people.
Anyone in CX have an opinion on this?