Joe Pinto

Senior Vice President Technical Services
Cisco

Joe Pinto is the Senior Vice President of Cisco’s Technical Services group. Through a team of more than 5300 employees, Pinto is responsible for directing programs that improve our customers’ experience through product and service quality, including technical assistance, onsite and spare part logistics, CCIE certification, and a wealth of web- and community-based technical support resources.

Since joining Cisco in 1991, Pinto has guided the services organization to anticipate and address the changing business needs of Cisco customers and partners. He and his team have created and implemented Cisco smart services, enabling Cisco and Cisco partners to help customers predictably manage the health and stability of their networks, reduce costs, mitigate risk and promote innovation.

Smart services also support Cisco’s overall services strategy by bringing Cisco industry knowledge, expertise, and tools to more customers and partners. With Cisco’s foundational support capabilities and smart interactions strategy, Pinto’s team works to tailor service delivery to the needs of distinct customer segments and regions around the globe. Today the overwhelming majority of Cisco customer and partner technical support issues are solved online, where knowledge transfer and sharing of best practices have resulted in faster issue resolution, and continuous customer and partner feedback improves services, products, and business processes across Cisco.

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

Download The Latest Agenda

Service Model Innovation

Sunday, September 4th, 2016

08:20 Capturing Value Creation With Customer Outcome-Based Services

Shifting Support Services from reactive to proactive. Elevating the strategic role of Services, while improving the customer experience. These ideas have been discussed for years and have often been overhyped or remained abstract. Yet behind the hype is a powerful and important concept: With shifts in technology and customer expectations come new opportunities to innovate the Services business model along two dimensions: VALUE CREATION and VALUE CAPTURE. In this session, Joe Pinto will share a few tangible examples of Cisco’s experiments and innovations along both dimensions. He’ll share learnings from what’s worked and what hasn’t, debunk a few myths, and outline his vision for the future of Services.

11:25 Panel Discussion: A Cross-Functional Perspective On Effective Service Offerings

Effective service offerings can increase synergy with customers and improve your value proposition. How can Service create offerings that drive revenue and create engaged customers? Our panel of experts will debate this as they highlight the importance of:

• Gathering input from different areas of the organization including sales, marketing, new product development, IT
• Shedding the traditional mindset and starting with “what does that mean from go-to-market standpoint?”
• Continuously refreshing the product to improve synergy with client