Cisco CIO Summit 2013Hosted by John Chambers and Rebecca Jacoby, Cisco CIO Summit is an exclusive...

1 Cisco CIO Summit 2013 | October, 22 – 24 2013 | Dana Point, CA

Event Overview

Key Takeaways

CIO Takeaways

Executive Summary

Need for Speed

Envisioning the Future

External Factors

The Internet of Everything

IT as a Service

Security Challenge

Creating a Customer- Centric Organization

Presentations

John Chamber’s Keynote

Rebecca Jacoby’s Keynote Attendees

Hosts & Special Speakers

Participants by Company

Cisco Participants Agenda

Resources & Videos

CIO Summit 2014

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Cisco CIO Summit 2013TOmORROw STARTS HERE The Ritz-Carlton, Laguna Niguel – Dana Point, CA

October 22 - 24, 2013


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Event OverviewCIO Summit 2013 October 22 – 24, 2013 — The Ritz-Carlton, Laguna Niguel — Dana Point, CA

Theme: Tomorrow Starts Here

Hosted by John Chambers and Rebecca Jacoby, Cisco CIO Summit is an exclusive gathering of 100 global CIOs from $5 billion and larger companies and public sector equivalent organizations. This 2 1/2 day event places an emphasis on the customer who helps to drive the discussions and agenda. The CIOs are joined by select members of the Cisco senior leadership team in intimate peer group discussions around time-relevant topics covering business issues CIOs are facing today.

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A business strategy discussion with a focus

on IT. That’s exactly what my company needs help with.

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Best CIO Summit I’ve been to in a long time. Well done. Impressed that John stayed fully present and listened intently for two days.

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Event Success

Sometimes as customers we forget to say thank you for the great partnership Cisco has shown most of us for more than two decades. Seize the moment to say thanks to the great team that helps all of us sleep at night and the leaders that help move from overwhelming days to successful outcomes.

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CIO Key TakeawaysBudgets Budgets aren’t going up, so CIOs have to pull money from elsewhere in the IT organization to invest in other areas. They also need to show where they can create savings.

Cloud There is a ton of concern about moving the business to public clouds. Business partners are going there for speed. IT needs to deliver the same capabilities internally.

Talent IT needs people to understand business and technology architectures. Business process and what levers technology can pull. Future proofing IT is not just about technology, its about talent.

Rapid Pace of Change / Need for Speed Business transitions that use to take three years, now take 18 months. Delivery on strategic initiatives must match business transition times. Four- to five-year delivery on IT projects is no longer acceptable. Three-quarters of Fortune 500 companies won’t be on the list within 25 years.

New technologies arrive too quickly to permit the luxury of long planning cycles, but transitioning to a services-based IT delivery model provides significant cost savings and speeds time-to-market. It also creates a level playing field for evaluating real costs of services and comparing them to third-party service providers.

Fast IT The only way to flexibly adapt to new technologies without major infrastructure overhauls is to move intelligence into the network.

Self-learning network nodes will be able to track the activities of individual shoppers in a retail store to present customized promotions or displays to a shopper depending on the choices previously made.

Security New technologies create new security vulnerabilities. Mobile devices have introduced a whole new suite of security concerns in part because the operating environments are different than any devices that came before them. The biggest security threats continue to be internal. The new twist is that unintentional disclosure of proprietary information by well- intentioned mobile phone users is an exploding problem. BYOD exacerbates this problem by making it nearly impossible for IT to control or even monitor devices being used for business purposes.

About 75% of the top Android and iOS apps fail at least one high-risk test, according to viaForensics.

The Internet of Everything The Internet of Everything is a term for the growing number of non-traditional nodes such as people, process, data and things that are the fastest-growing part of the Internet. Many forecasters expect 50 billion devices to be online by 2015; these devices will unlock new applications in nearly every field. IoE promises to not only speed up business decision making but also reduces costly failures.


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Executive SummaryThe theme of the 2013 Cisco CIO Summit was “Tomorrow Starts Here.” Judging by the conversations among the 96 CIOs who attended, it appears that tomorrow is already well along.Speed, change and adaptability were on everyone’s mind as speakers told of unprecedented waves of new technology that are poised to add 50 billion new devices to the Internet over the next three years.

Mobility, social media and cloud computing “are not a wave but three tsunamis converging,” said venture capitalist John Doerr. His forward-looking address envisioned industries from transportation to healthcare being rapidly transformed by new devices and intelligence in the network.

The velocity of new technology adoption is dramatized by sales of mobile devices. The Apple iPad sold three times as many units as the iPhone during each product’s first 10 quarters on the market, and the iPhone outsold the iPod three-to-one during the same period. Doerr estimated that 77 billion apps will be downloaded to mobile devices next year. “Consider the fact that seven years ago, the iPhone didn’t exist,” he said.

This change presents unprecedented opportunities and challenges to CIOs and to Cisco. IT is at the nexus point of multiple technology revolutions that will change how businesses operate. Technology is now crucial not only to operations but also to the customer experience. Companies that take advantage of cloud and big data will move faster and more efficiently than ever, and will reap greater profits.

However, IT must step up its game to compete. Traditional three-year development cycles need to collapse by half to keep up with the speed of business. New devices introduce new security vulnerabilities. Big data analytics and the Internet of Everything will upend traditional markets and threaten even well-established players who fail to move quickly enough.

In addition to the speed with which technology is evolving, companies are also experiencing more frequent shifts in leadership. “Transitions that used to occur every three to five years now happen in 18 months,” said Cisco CEO John Chambers during an opening keynote. “When you tell your CEO it will take you four or five years to deliver on an initiative, remember that most of them won’t even be there at that time.”

With several big competitors struggling to adapt to a market that seems less interested than ever in buying big new servers, the time is right for Cisco to lead, Chambers said. The company’s strong balance sheet and track record of market leadership in all its core businesses make it an ideal strategic partner, he told CIOs in an opening keynote. Equally important is Cisco’s expertise in networks, which is where much of the intelligence of tomorrow’s applications will live.

Former President George W. Bush spoke of the importance of vision in a fireside chat with Chambers. “If you don’t have vision and a set of principles, then your decisions are haphazard and confusing,” he said. This year’s CIO Summit was all about Cisco’s vision and the architecture that will define the next wave of computing.


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Executive SummaryNeed for SpeedChambers kicked off CIO Summit with a message of change. Pointing to a chart that showed that the longevity of market- leading companies is steadily declining, he said the alarming pace of turnover is about to quicken. “Only 24% of the companies that were on the Fortune 500 list 25 years ago are there today,” he said. “But you’re seeing this pace double or triple.” Referencing a recent meeting of the Business Council, which includes executives from 150 of America’s largest companies, Chambers said, “Only a third of the companies that were in that meeting will be meaningful companies in 25 years, and the CEOs know it.”

IT is so critical to business success today that traditional deployment tactics just won’t work anymore, Chambers said. CIOs need to re-imagine infrastructure around flexible architectures that are based on services. That’s why Cisco is taking an application-centric direction in its strategy. “We have to make the transition from loosely federated boxes to programmable, flexible devices,” he said.

Cisco’s evolving architecture is built on infrastructure, platforms and applications surrounded by a services shell. The assumption is that in the future, all components of the IT stack can be delivered as services if desired. Those services may be provisioned by the internal IT organization, external suppliers or some combination of the two. The point is to make it as quick and easy as possible to get new applications up and running.

Cisco’s own approach to IT is to make technology decisions based upon outcomes rather than inputs. Instead of box sellers, CIOs are increasingly looking for suppliers with an architectural vision. “The next year will be the year of architecture for Cisco,” Chambers promised.

Much of the cost-of-ownership savings that Cisco hopes to help customers achieve will come from aggressive investments in silicon. Cisco intends to embed programmable application- specific integrated circuits (ASICs) into all of its products. High-end devices will have four billion transistors, 11 million lines of code and the ability to download the entire Netflix library in one second, he said. This kind of power enables networks to be smart enough to “learn” about connected devices and to detect anomalies that indicate security breaches.

According to Chambers, “Security is the number one issue for most CEOs, even though they won’t say it.” Cisco’s policy- based approach is the only way to cope with the proliferation of attacks, he says. Policies can be applied to users, applications and individual devices to detect aberrations that indicate suspicious activity.

In his closing remarks at the CIO Summit, Chambers reinforced the message that security is a top priority at Cisco. The security market has been historically too fragmented to attract Cisco’s investment, he told attendees, but the Internet of Everything requires that the company lead in this area.

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“None of you considers your security vendor a key partner,” he said. “I’d like to move forward with you, understand your operations and begin to fill in the roadmap. If not Cisco, then who?”

Chambers was joined by Chief Demonstration Officer Jim Grubb for a look at the retail store of the future. The demo highlighted the potential of intelligent devices, analytics and flexible networks to provision resources dynamically in response to an individual customer’s needs. Grubb showed how resources within an electronics retail store could be changed to accommodate a customer arriving for a scheduled appointment. Devices could be programmed to stream helpful videos, and sales representatives could be redirected to a designated meeting space to minimize customer wait times.

The demo also showed sensors monitoring traffic through the retail store and presenting heat-map analyses of which displays were attracting attention and which were being ignored. With the customer’s agreement, wearable devices could be employed to guide a customer through product selection, with virtual assistants providing guidance. “Instead of looking for a clerk, we’re going to be able to choose a headset that answers your questions as you’re looking at the shelves,” Grubb said. On the back end, the customer’s eye movements could be downloaded and used to assess the effectiveness of store displays.

This was demonstrated with the use of a prototype by Plantronics, called the Voyager Legend Headset. “This will allow us not only to know who you are and where you are, but potentially what you’re looking at. So now we could actually help a customer, we could guide the customer to the location in the store, to the product that they’re trying to find,” noted Grubb.

“So all of a sudden, instead of waiting for somebody, a clerk to find you – or you find one – and ask about something they may not know anything about, you’re going to, with the customer’s agreement, be able to watch exactly what they’re looking at, and be able to – based upon their behavior – know they’ve got a problem or not, or ask is there something I can help you with,” Chambers added.

Security was also in the spotlight. Grubb showed how an individual employee might be permitted to download a customer’s records prior to a meeting with that customer, but downloads by the same employee that took place remotely would be flagged as suspicious. Download streams could be re-routed through a virtual server to monitor for misuse.

Executive SummaryNeed for Speed Continued

Security is the number one issue for most

CEOs, even though they won’t say it.

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The speed at which the Internet of Everything is sweeping through industries was the subject of a look ahead by John Doerr, the Kleiner Perkins Caufield & Byers venture capitalist whose company has invested in more than 700 startups, including Facebook, Google, Electronic Arts and Intel.

Noting the multiplicative effect that occurs when multiple new technologies come together, Doerr focused on areas where cloud computing, social media and the Internet of Everything have tremendous potential:

• Advances in energy storage will impact everything from handheld devices to automobiles. One startup that Kleiner Perkins is funding is developing “quantum dots” that can store three times as much power as today’s batteries while using the same amount of physical space. This technology has the potential to make electrically powered vehicles less costly than those powered by internal combustion engines. “Batteries will cost one-third as much, take up one-third the space and reduce the energy expended moving the battery,” he said. Transportation could experience a “transforma-tion that will be as fundamental as the development of the internal combustion engine.” Entrepreneurs are also at work on batteries for mobile devices that can deliver 1,000-fold improvements over current technology, as well as devices that are powered by body heat and motion.

• The $2.6 trillion U.S. healthcare system stands to benefit from electronic health records and big data. Lives and dollars are lost today because of information silos that separate payers from healthcare providers. “We’re going to a system where the providers and the payers will be much less distinguishable,” Doerr said. Instead of delivering only the procedures that insurance companies will pay for, healthcare providers will be able to make more intelligent and cost-effective decisions that improve the quality of care and increase their profits at the same time.

Portable devices and sensors will reduce the need for doctor visits and improve diagnoses by making it possible for experts in remote locations to analyze data collected by patients.

• Massive open online courses (MOOCs) are erasing the barriers to higher education, making it possible for millions of people to tap into courses from top academicians at little or no cost. For example, Coursera has signed up 85,000 people for its free university-level courses. Revenue comes from the minority of students who pay for a certificate of accomplishment.

As exciting as these markets are, they pale next to the anticipated growth in markets for local services, Doerr said. Internet innovators will compete to make shopping for local goods and services as easy as one-click ordering on Amazon and to automate fulfillment and restocking for local merchants. “I think the mother of all battles will be local, same-day grocery delivery,” Doerr said. “The ability to deliver products and services locally will change our lives significantly.”

Remarks from Doerr and other speakers about the transformative power of new technologies hit home with attendees. An interactive “Innovation Ideation” session broke CIOs into small teams to imagine ways in which their companies could work together.

“BASF and Rockwell will put sensors out on a farm. This will give us real-time information on how the crop is doing,” concluded one group. “Nationwide will write a policy that rewrites itself in real time, taking premiums down if the crop is good and hedging the farmer if the crop is bad.” Not bad for 10 minutes of brainstorming

Executive SummaryEnvisioning the Future


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Executive Summary

The accelerated technology change that many speakers referenced is taking place in a climate of economic uncertainty. On the second day of CIO Summit, economist Laura Tyson took the stage to present a cautiously optimistic view of the economy but noted that recovery remains stubbornly stuck in low gear.

The world economy flirted is with a second Great Depression in 2007 and 2008, Tyson said. “Three-quarters of the world was contracting; we got out of that with massive amounts of intervention by government.” Although growth has returned, U.S. industrial production has only just struggled back to 2007 levels, and many countries are further behind. What’s more, U.S. household income is at 1995 levels.

Weak demand and low tolerance for risk are holding back a stronger recovery, Tyson said. The good news is that debt levels have come down substantially. The bad news is that bankruptcies and foreclosures have had a lot to do with that.

Tyson pointed to several “headwinds” that have combined to put the brakes on recovery. They include weak infrastructure investment by state and local governments, consumers’ reluctance to borrow and weak capital investment by businesses. The failure of local governments to carry forward the momentum of the Economic Recovery Act is especially vexing. “Public spending on things like utilities and roads as a share of GDP is at levels not seen since 1970s,” she said.

In Tyson’s view, the political squabbling that led to the sequester and the October 2013 government shutdown held back recovery for the year. The popular consensus that government spending needs to be reined right now in is simply wrong, she said. “We haven’t seen a bigger fiscal drag caused by [a decline in] gov-ernment spending since the end of World War II. It’s taken down GDP by 1.5% to 1.7%, which translates into as many as two million jobs,” she said. Government spending cuts are “clearly the wrong thing. Almost every economist of any political persuasion would agree on that.” Yet the stalemates in Washington over spending go on.

Despite the weakness of the ongoing recovery, Tyson remains optimistic. She cited five areas of investment that McKinsey Global Institute has said could yield significant GDP growth by 2020:

1. Shale energy (3.7%)

2. Trade (3.1%)

3. Big data analytics (1.7%)

4. Infrastructure (1.7%)

5. Talent development (1.4%)

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Tyson spotlighted two as examples of how technology can help the recovery build momentum: shale gas development and big data. The development of technology that extracts natural gas from shale has the potential to transform the U.S. economy. The U.S. government’s Energy Information Administration has predicted that shale gas could comprise 46% of the country’s natural gas supply by 2035, up from just 1% in 2000.

“By 2020 it’s reasonable to expect North America to be energy-independent,” Tyson declared. That could translate into U.S. GDP growth of between $380 billion and $690 billion and could create up to 1.7 million jobs. Shale recovery has already reduced natural gas prices by two-thirds, and the benefits of sustained lower energy prices should ripple through the economy for a long time.

Big data’s payoff is less tangible but it’s still formidable, translating into potential GDP growth of up to $325 billion per year in the U.S. retail and manufacturing industries alone. Big data can potentially bring new efficiencies to everything from assembly lines to insurance fraud investigation. The potential of being able to remove so much inefficiency from the economy is so great that the payoff is hard to estimate, Tyson said.

Several CIOs in attendance validated the benefits they’re already seeing from big data analytics. One attendee who has one of the largest chemical sites on earth, with more than 3,000 trucks coming and going every day, has used big data to optimize routes and timing while applying it to the manufacturing process to reduce material usage by about five percent.

Another attendee mentioned that his company is using machines to help doctors with cancer diagnoses by recommending clinical trials and drugs. The company is analyzing massive amounts of network data to detect hacker attacks, and it is still in the early stages of understanding what’s possible.

Asserting that “the headwinds have dissipated,” Tyson said she’s optimistic that 2014 will see some quickening of the pace of recovery, as well as marked improvement in Japan. One important new reality is that China has throttled back its rampant growth in favor of more manageable expansion. That will affect every one of China’s trading partners, particularly those that have been feeding China’s insatiable energy appetite over the past few years. The U.S. will be less affected because it is a net importer from China. Ultimately, more managed growth in China is good for the world economy, she said, but the process of putting on the brakes will take a toll.

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An underlying theme of nearly every discussion at the CIO Summit was the Internet of Everything, a term for the growing number of non-traditional nodes such as people, process, data and things that are the fastest-growing part of the Internet. Many forecasters expect 50 billion devices to be online by 2015; these devices will unlock new applications in nearly every field.

The Internet of Everything will multiply by orders of magnitude the volume of data that flows and is collected across the network. Much of this data will come from sensors in everything from oil drilling rigs to the human body. New devices will introduce new security vulnerabilities and challenge IT organizations to adapt to the frequent introduction of unfamiliar technology, but they also have the potential to make businesses much more aware of operational flows and dependencies in ways that will uncover unprecedented new efficiencies.

The Internet of Everything is inextricably linked to the emerging discipline of big data analytics because sophisticated processing technology will be needed to make sense of the flood of information that will be streaming from connected devices. This promises to not only speed up business decision making but also reduce costly failures. For example, energy companies will be able to monitor oil well performance in real time to adjust capacities and delivery schedules accordingly. They’ll also be able to get advance notice of aberrations that point to a malfunction or failure, and fix devices in the field before they fail.

The same dynamic applies to the human body, where sensors stand to revolutionize healthcare. Kleiner Perkins’ John Doerr told the audience that connected devices will revolutionize healthcare by making it possible for providers to monitor patient health by tapping into wearable and even injectable sensors. This will save lives while reducing office visits and insurance and processing costs. For example, new wearable technology is close to market that can tip off doctors to a patient’s impending heart attack by looking for changes in body chemistry and heartbeat that signal danger.

And during an interactive workshop on the Internet of Everything, Thornton May, the conference moderator, and technology fashion designer Alison Lewis reminded the audience of how wearable technology is an emerging technology that defines the Internet of Everything. Part of their session was to remind the CIOs that if you are going to ask you customers, employees and or partners to wear technology, it needs to look good. “And if you’re making anything wearable hire a fashion designer,” commented Lewis.

Driverless automobiles outfitted with sensors are already legal in three states, and Doerr believes it’s only a matter of time before prices fall to the level that such vehicles become commonplace. The number of U.S. highway fatalities – which currently stand at nearly 36,000 each year – could be reduced dramatically. The 10.8 million annual traffic accidents in the U.S. could also be reduced, saving lives and money. Then there’s the total financial cost of traffic congestion, which the Texas A&M Transportation Institute estimated at $121 billion in 2011. Americans spent 5.5 billion hours stuck in traffic that year.

Executive SummaryExecutive SummaryThe Internet of Everything

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The Internet of Everything has the potential to increase business profits by $14 trillion over the next 10 years and save $4.6 trillion in government expenses, Chambers estimated. “We think the Internet of Things will grow the average company’s profits by a minimum of two to three percent per year,” he said in his opening address. “Think what can do for your company’s profitability.”

Chambers and Chief Demonstration Officer Jim Grubb took the audience through a simulated retail store of the future in which sensors, smartphones and wearable devices combine to deliver information on the spot, ranging from nutritional values to coupons. Sensors embedded in shopping carts or voluntarily worn by shoppers can be used to optimize store layout and promotions. Tracking devices can even monitor a shopper’s eye movements to deliver augmented reality-type experiences and help retailers understand buying behavior.

Chambers said the Internet of Everything will even help restore U.S. competitiveness in manufacturing. “The connectivity of 40,000 IP devices in a single manufacturing floor means that, over this next decade, manufacturing will not only return to countries like the U.S. and western Europe, but you will see factory floors become automated much like data centers.”

Several speakers commented upon how the Internet of Everything is already making itself evident in day-to-day life. Both Doerr and Andrew Hoag of viaForensics spoke of Nest, the programmable thermostat that learns to adjust itself based upon user behavior and whether the house is occupied or empty. Hoag said Netflix is now smart enough to present video promotions for upcoming programs based upon individual viewing habits.

Hoag sounded a cautionary note, however, pointing out that new devices create new vulnerabilities. “We’re looking at trillions of devices that will be embedded and connected to your networks,” he said. “When you think of the challenge of

managing smartphones and tablets, there’s a much bigger problem coming.”

Chambers sees both challenge and opportunity in the profusion of devices. The only way to provide universal control and security in such an environment is through the network. “Nobody but Cisco has the infrastructure or the network expertise to deliver on what will be needed when applications live in the network,” he said. “Moving to an application-centric strategy is going to allow us not only to make the infrastructure work more effectively, but also to use the net-work to manage our applications and data.”

Chambers continued to discuss how Cisco is going to put technology all the way to the edge of the network. We think that’s the only way you can defend it. “Otherwise five bad guys can keep 10 good guys busy. And it’s a never-ending spiral,” he said. “So I think it has to be an architectural approach. We’re going to lead with consultants until we understand it and be able to say what’s the issues, and the how do you pull the architecture through—It’s the only way I know how to solve it.” He said.

Cisco CIO Rebecca Jacoby is already working to make that happen within the company. Cisco’s move to a service-based IT infrastructure is giving the company the ability to customize user experiences in different parts of the world by putting adaptable business rules in place that can be tuned by location and customer type. “This construct is a stepping stone to where technology is going so that we can apply the massive ability to collect data from sensors and everything on the network,” she said.

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Much discussion at the CIO Summit focused on Cisco’s initiatives to transform its own IT organization into one focused on services, as outlined in Chambers’ opening keynote. In her seven years as CIO, Rebecca Jacoby has led a campaign to transition the company’s traditional application focus to an architecture built on services and reuse.

In a time of such dramatic change, there simply is no other option, Jacoby said. “When I first came to Cisco in the mid-90s, there was one major technology transition going on. Now multiple transitions are happening simultaneously.”

Traditional development practices resulted in applications taking too long to deliver and required too much duplication of effort. As cloud services came online, users began adopting them without central control or accountability. At one point the company discovered it had 52 instances of Salesforce.com in use.

“Forty of them were opportunity management systems,” said Guillermo Diaz, Cisco’s senior vice president of connected IT services, during a drill-down session on IT as a service. “Almost everyone had an ISV or integrator involved and were three to four revisions behind where they needed to be. We discovered that we were spending $150 million on CRM each year and our sales weren’t seamless.”

Under the new program, IT-driven projects have been re-imagined as layered services with strategic, business, infrastructure and platform components. These layers were set against 14 application “bundles” that address critical business operations, such as employee experience, communications and collaboration, supply chain, finance and customer care. Language changed, too. Instead of applications, employees began referring to services. There was no room for the “not invented here” syndrome. Commercial cloud services may be combined with Cisco services if the application merits it.

“We aren’t just developers. We need to figure out how to source components that fulfill a business need,” Jacoby said. “Everything today is essentially a build or buy decision. Our architecture strategy has to have the art of the possible in mind.”

Reusability was paramount. “During this journey it became a joke of how often you could use the word ‘reuse’ in a sentence,” Jacoby laughed. But the savings have been no joke. Cisco has been able to retire 40% of its applications portfolio and virtualize 90% of the remaining applications.

Executive SummaryExecutive SummaryIT as a Service

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At Cisco, each service is assigned an owner who is responsible for ensuring that their service delivers on the bigger roadmap and that reliability and security is up to snuff. Jacoby recommends resisting the temptation to assign multiple stakeholders for each service. “It’s important that service owners have constant dialogue with each other, but cross-and co-ownership is an invitation to confusion,” she asserted.

Transitioning to a services-based IT delivery model provides significant cost savings and speeds time to market, said Jacoby. It also creates a level playing field for evaluating the real costs of services and comparing them to third-party service providers.

However, major change doesn’t come without difficulty. “The biggest part of driving the transformation is refreshing the people who work for us with new skills,” she said. “Make sure everyone buys into the strategy or move them. It took a couple of years for us to get the right chemistry.”

IT organizations must think of themselves as service providers whose objectives are defined by applications rather than infrastructure and platforms, Jacoby said. They also need to put the business first, which may mean using existing code instead of inventing something new. It also may mean contracting with cloud service providers who have superior capabilities in a particular area.

“If someone else has a core value proposition that you can’t match, then go in that direction,” she said. “Today, IT is a supply chain. We need to figure out how to source components that fulfill a business need. Everything is essentially a build or buy decision.”

An important element of a restructuring of this kind is to explain thoroughly to business users what the objectives are and why the changes are being made. Resistance will emerge from people who have a stake in the old way of doing things or who don’t want to be retrained. You must be ready to move those people out.

“There’s a cultural transition to get people to think like a service owner,” Diaz said. “Part of that is to assimilate new minds who have social/mobile/analytics/cloud (SMAC) integrated into their DNA.” Cisco found that some of the most innovative ideas for service delivery have come from employees who had been with the company for less than two years.

Diaz cautioned attendees to be aware of volatility in a fast-changing market, however. Many startup cloud providers get into the business without thinking about the complexity of compliance and security audits. Diaz told of one cloud provider that gave Cisco 30 days’ notice that it was ceasing operations. Negotiation was futile because the company had nothing to bargain. Fortunately, Cisco was able to recover the 50 TB of data that were stored on the provider’s servers.

Executive SummaryExecutive SummaryIT as a Service Continued

...major change doesn’t come without difficulty.

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Today, IT is a supply chain. We need to figure out how to source components that

fulfill a business need. Everything is essentially a build or buy decision.

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“Security is the number one issue for most CEOs, even though they won’t say it,” John Chambers said in his opening keynote. That makes it the number one issue for CIOs, too, so it’s no surprise that security was a hot topic of discussion at the CIO Summit.

The addition of 50 billion new devices to the Internet over the next three years will introduce an unprecedented wave of new security threats. Unlike PCs and Macs, whose architectures and vulnerabilities are mostly understood, many of these new devices use proprietary code created for special applications. That creates new potential vulnerabilities that attackers will rush to exploit and defenders will scramble to fix.

CIOs got an unsettling demonstration of the security gaps that mobility has already introduced to their own businesses. Representatives from viaForensics, a 40-person company that provides software and services for mobile device protection, showed how an attacker could compromise an off-the-shelf Android phone and gain root access in less than a minute.

Beginning with a phishing email that appeared to come from John Chambers, the white hat team demonstrated how a single tap of a smartphone user’s finger on a malicious link could trigger a sequence that enables an attacker to copy files, access email and contacts and even hijack the owner’s email account. Smartphones introduce some unprecedented new security problems because they double as cameras and audio recorders. Attackers can access call records, Wi-Fi passwords and location information. They can even turn on the phone’s camera and microphone without the owner’s knowledge, permitting attackers to spy on confidential meetings.

“Mobile devices are really challenging to security,” said Andrew Hoag, CEO of viaForensics. “There are attack vectors at the device, network and data center level. These are possibly the most connected devices we’ve ever owned.”

To dramatize the ease with which smartphones can be compromised, Hoag displayed a slide that showed 10 lines of code that can crack any Android device. Android is actually considered more secure than Apple’s iOS, he said, because its open-source model has permitted more scrutiny by the security community. On the other hand, it has also gotten more attention from the black hats.

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ViaForensics examined the top 81 apps on iOS and Android and found that three-quarters of them failed at least one high-risk test. “We came across vulnerabilities by the truckload,” Hoag said. The “sandbox” design of the two major tablet/smartphone platforms separates the operating system from the apps. While that might appear to be a good idea for security purposes, it also means that security apps can only guard against threats at the app level. “You cannot look inside the kernel of your device,” Hoag said. “Unfortunately, your adversary can.”

The viaForensics demonstration triggered a heated discussion among the CIOs in the room about the best options to defend against new security threats. Experts agreed that the only viable strategy in an age of proliferating access points is to protect at the network level.

“Why can’t Cisco, Apple and Google make this problem go away?” asked one of the CIOs. Chambers responded, “Several of the companies you just mentioned said you can only defend with an architecture and the network, and they put the ball back in our court. I think they’re right. This is why you have to have intelligence all the way through your environment.”

“What about mobile device managers?” asked another CIO. “More often than not, they introduce new security risks,” Hoag responded. He added that MDMs are worthwhile, but recommended waiting until prices come down.

How about application whitelisting? “It’s fairly ineffective,” Hoag said. “ They’re going to change one little thing and you’re in a non-stop game.”

Speakers agreed that the most effective and scalable approach to security is to monitor network activity to find anomalies that indicate a compromise. If data starts flowing to an unknown location, IT can flag that activity and investigate it, cutting off attacks before they can do much damage.

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It’s been 10 years since Nicholas Carr proposed that IT Doesn’t Matter in the Harvard Business Review, but as customer interactions increasingly go digital, the evidence is mounting that IT is, if anything, more critical to the customer experience than ever.

CIOs who participated in a workshop entitled “Creating a Customer-Centric Organization” said marketing partnerships and big data analytics present boundless new opportunities to delight customers and deliver competitive advantage.

One transportation company gathered data about passenger preferences to offer new services like onboard Wi-Fi and Netflix programming to increase passenger satisfaction and grow ridership. “Buses typically run at 50% capacity. If we can add 25 or 30 people, that’s pure profit, said the CIO of the parent company. Analytics also enable the transportation company to optimize routes and sell sponsorships to local businesses that want to reach riders. “We may conceivably make more money from data in the future than we do from operating buses,” he said.

At a large grocery store chain, one CIO is “joined at the hip” with the supermarket chain’s head of marketing, who is a veteran of Procter & Gamble. The company generates nine million coupons each day and targets them according to customer buying behavior. If you bought ice cream 10 weeks in a row and then you don’t buy ice cream for two weeks, we assume you’re getting it from a competitor,” said the CIO. “We’ll send you a very aggressive offer to buy ice cream in our store.”

The ability to apply data analytics in new ways will give customer-facing organizations the ability to provide more meaningful experiences for their customers. That leads to higher retention rates, more repeat sales and better word-of-mouth marketing.

The supermarket chain tracks traffic flow in the store to open and close checkout lines and minimize wait times, which are the number one source of customer dissatisfaction. Now it’s adding Wi-Fi to all 1,800 of its stores in response to customer demand.

A large amusement park also uses technology to address an entrenched issue that all theme parks face: long lines at the attractions. The average visitor spends seven hours in the park, said the CIO, and five of those are spent waiting.

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The theme parks have deployed audio and video entertainment in the queues to keep visitors engaged while generating some advertising revenue. Season pass holders get attractive dis-counts and offers based on their preferences and frequency of attendance, and customized coupon books can be activated when the visitor enters the park.

The company has also addressed customer complaints about lines at park entrances with a speedy new biometric authentication system. Online ticketing has been a huge success and has reduced both personnel costs and wait times. About 80% of the park’s visitors now buy their tickets on the Internet.

The amusement park is obsessive about customer experience. Employees are encouraged to visit other theme parks regularly for competitive intelligence and to generate new ideas.

Several CIOs said their organizations are also taking a lead role in social media listening. With customers increasingly taking their dissatisfaction to public forums like Twitter, companies need to monitor conversations to head off problems before they become crises.

A large retail bank responds directly to customers who voice issues in public, said its CTO, and more than 80% of the comments voiced in social media are positive. Compliments that are streamed across the company’s intranet page remind employees of the importance of customer satisfaction. The listening program has helped stoke the bank’s industry-leading customer retention rates.

With online banking now a fixture in the U.S., the quality of the customer experience has become a differentiator. The IT organization at the bank played an essential role in delivering a highly functional mobile app that replicates most of the functions of the company’s web-based service.

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John Chambers Chairman and CEO

Presentation continued >

Future of IT and Networking...


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Future of IT and Networking...John Chambers Chairman and CEO


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Rebecca Jacoby Chief Information Officer and Senior Vice President


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Powering The Adaptive EnterpriseRebecca Jacoby Chief Information Officer and Senior Vice President


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CIO Summit Attendee Overview

2012 2013

Total Attending 78 96

GET 4 3

Total market Cap $3.3T $3.4T

Sales Pipeline $3.9T $4.1B

Regions 2012 2013

Americas 93% 82%

EmEAR 4% 12%

APJC 3% 6%


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Hosts & Special SpeakersHOSTSJohn Chambers Chairman and CEO Cisco USA

Rebecca Jacoby Chief Information Officer and Senior Vice President Cisco USA

SPECIAL SPEAKERSPresident George w. Bush 43rd President of the United States (2001-2009) USA

Ryan Coonerty Co-founder and Chief Strategist NextSpace

John Doerr Partner Kleiner Perkins Caufield & Byers USA

Andrew Hoog CEO and Co-Founder viaForensics USA

Alison Lewis Chief Executive Officer of Agent of Presence and Fashion Technologist USA

Conference moderator: Thornton may Futurist, Educator, and Author USA

Prof. Laura D’Andrea Tyson Professor of Business Administration and Economics, Haas School of Business University of California, Berkeley USA

Attendees continued >


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Ernest Park Vice President and CIO, Information Technology 3M Company USA

Andrew wilson Chief Information Officer Accenture USA

Bernard Hirth Head of Global IT Services Actelion Pharmaceuticals Limited Switzerland

Gerri martin-Flickinger Senior Vice President and CIO Adobe Systems Incorporated USA

Nancy wolk Chief Information Officer Alcoa, Inc. USA

Sue-Jean Lin Senior Vice President and CIO Allergan, Inc. USA

Suren Gupta Executive Vice President, Technology and Operations The Allstate Corporation USA

mario Coll Senior Vice President and CIO Anadarko Petroleum Corporation USA

marina Bellini Global Vice President, Information and Business Services Anheuser-Busch InBev USA

Vincent melvin Vice President and CIO Arrow Electronics, Inc. USA

Steve Phillips Senior Vice President and CIO Avnet, Inc. USA

wiebe van der Horst Senior Vice President and CTO, Information Services and Supply Chain Operations BASF IT Services Holding GmbH Germany

David Reilly Technology Infrastructure Executive for Global Technology and Operations Bank of America Corporation USA

Raymond Pawlicki Senior Vice President and CIO Biogen Idec, Inc. USA

Scott Condron Chief Technology Officer BlackRock, Inc. USA

Doug Porter Senior Vice President and CIO Blue Cross and Blue Shield Association USA

Phil Colman Chief Information Officer British-American Tobacco Holdings Limited United Kingdom

william H. miller, Jr. Senior Vice President and CIO Broadcom Corporation USA

Jonathan Stevens Senior Vice President, Operations and CIO CDW LLC USA

Hector Calva Chief Information Officer Coca-Cola FEMSA, S.A.B. de C.V. Mexico

Paul moulton Executive Vice President and CIO Costco Wholesale Corporation USA




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michael Keithley Chief Information Officer Creative Artists Agency (CAA) USA

John winborn Chief Information Officer Dallas Cowboys Football Club USA

Rob Blaskowsky Chief Information Officer Danaher Corporation USA

Peter Vanderslice Principal Deloitte USA

Thomas wong Vice President of Enterprise IT Operations and CISO Delta Dental of California USA

Chris williams Senior Vice President of IT DHL GBS (UK) Ltd. United Kingdom

Glenn Schneider Senior Vice President and CIO Discover Financial Services USA

Christopher Coye Senior Vice President and CIO Disney ABC Television Group USA

Donald Jaycox Chief Information Officer DLA Piper US LLP USA

Tracy Futhey Vice President for Information Technology and CIO Duke University USA

mike meadows Vice President and CTO Eli Lilly and Company USA

Vic Bhagat Executive Vice President, Corporate Services and CIO EMC Corporation USA

Denise Clark Senior Vice President and CIO Estée Lauder Companies USA

Daniel mosher Manager, Global Infrastructure ExxonMobil USA

Craig wallace Group Chief Information Officer FirstGroup America, Inc. USA

Ray Barnard Senior Vice President, Group Executive, Information Technology and Project Execution Services Fluor Corporation USA

Bertrand Odinet Vice President and CIO Freeport-McMoRan Copper & Gold USA

Jeff Donaldson Senior Vice President and CIO GameStop Corp. USA

Randal Robison Chief information Officer and SVP Georgia-Pacific Corporation USA

Steven Zoltick Chief information Officer and SVP Hasbro, Inc. USA

Addison mcGuffin Vice President, Business Technology Innovation Health Care Service Corporation USA




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mark Brooks Chief Technology Officer Health Net, Inc. USA

werner Lutz Chief Technical Officer, Head of IT Centers HILTI, Inc. Switzerland

ZeJin wu Vice Director of IT Department Industrial Bank Co., Ltd People’s Republic of China

K. murali Krishna Senior Vice President, Computers andCommunications Division Infosys Ltd. India

Nimesh Dave Executive Vice President, Global Business Process and Cloud Computing Ingram Micro, Inc. USA

michael Guggemos Chief Information Officer Insight Enterprises, Inc. USA

Gary Cantrell Senior Vice President and CIO Jabil Circuit, Inc. USA

Hisayuki Hikichi Vice President, Information Technology Division and CIO Japan Tobacco, Inc. Japan

Kris Lappala Chief Technology Officer Kiewit Corporation USA

Jennifer Sepull Vice President and CIO Kimberly-Clark Corporation USA

Harold moseley Chief Information Officer KPMG LLP USA

Tony Taylor Senior Director, Infrastructure and Technology Land O’Lakes, Inc. USA

Leoncio Casusol Chief Information Officer Liquidity Services Inc. USA

Peter Hambling Chief Information Officer Lloyd’s United Kingdom

John King Vice President, Information Solutions and Business Processes The Lubrizol Corporation USA

Christopher Ross Chief Information Officer Mayo Clinic USA

Enrique Yamuni Chief Information Officer Megacable Holdings, S.A.B. de C.V. Mexico

Tery Howard Senior Vice President and CTO Miami Dolphins-Sun Life Stadium USA

Jim DuBois Chief Information Officer Microsoft Corporation USA

Rick Hopfer Chief Information Officer Molina Healthcare USA

Bradley Peterson Executive Vice President and CIO The NASDAQ OMX Group, Inc. USA




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michael Gliedman Senior Vice President and CIO National Basketball Association USA

Greg moran Senior Vice President and CIO, Infrastructure and Operations Nationwide Mutual Insurance Company USA

Celso Guiotoko Corporate Vice President and CIO Nissan Motor Co, Ltd. Japan

Geoff Odell Vice President, Global Head Operations, Global Infrastructure Services Novartis AG USA

Erik Degn Vice President Novo Nordisk USA

mark Sunday Chief Information Officer and SVP Oracle USA, Inc. USA

Terry west Senior Vice President and CIO Performance Food Group USA

Daniel Concepcion IT Managing Director Produban Spain

Gerry mcCartney Vice President of IT and CIO Purdue University USA

Norm Fjeldheim Senior Vice President and CIO QUALCOMM, Incorporated USA

Tim waire Interim CIO Quest Diagnostics Incorporated USA

Chris Truesdell Chief Information Officer QuikTrip Corporation USA

Jerry Fox Vice President and CIO Rockwell Automation, Inc. USA

Barry Libenson Senior Vice President and CIO Safeway Inc. USA

Peter Kehler Director, Information Systems SAIT Polytechnic (Southern Alberta Institute of Technology) Canada

Terry Vahey Chief Information Officer and AVP San Jose State University USA

Kim mcKenzie Executive Vice President, Information Technology and Solutions Scotiabank (Bank of Nova Scotia) Canada

Alejandro Irigoyen Rios Chief Operations Officer Servicios Alestra, S.A. de C.V. Mexico

Jay Crotts Vice President and CIO, IT Services and Operations Shell Oil Company USA

Dr. Amarit Laorakpong Executive Vice President and CIO Siam Commercial Bank Public Company Limited Thailand

michael Israel Senior Vice President and CIO Six Flags, Inc. USA

mansour Zadeh Global Chief Information Officer Smithfield Foods, Inc. USA




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Conor whelan Chief Operating Officer TNT Express ICS Limited United Kingdom

David Barnes Senior Vice President and CIO United Parcel Service, Inc. USA

Klara Jelinkova Associate Vice President and CITO The University of Chicago USA

Robert Erickson Executive Vice President and CTO U.S. Bank USA

Terry Halvorsen Chief Information Officer U.S. Department of the Navy USA

Scott Blanchette Senior Vice President and CIO Vanguard Health Systems USA

Darryl Lemecha Chief Technology Officer Vision Service Plan Global USA

Tim Theriault Senior Vice President, Chief Information, Innovation and Improvement Officer Walgreen Company USA

mike Brown Senior Vice President, Enterprise Information Technology West Corporation USA

David Thompson Executive Vice President and CIO The Western Union Company USA

michael Taylor Vice President, Information Technology World Wide Technology, Inc. USA




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Cisco Participants Nick Adamo Senior Vice President, Global Segments and Architectures USA

Jordi Botifoll President, LATAM USA

Blair Christie Senior Vice President and CMO USA

Guillermo Diaz Senior Vice President of Connected IT Services USA

Nick Earle Senior Vice President, Worldwide Services Sales United Kingdom

Laura Fay Vice President, Integrated Marketing Communications USA

Jim Grubb Vice President, Emerging Technologies and Chief Demonstration Officer USA

Sheila Jordan Senior Vice President, Communication and Collaboration IT USA

Robert Lloyd President, Development and Sales USA

John manville Senior Vice President, IT – Global Infrastructure Services USA

Brian marlier Senior Vice President, US Enterprise USA

martin mcPhee Senior Vice President Consulting Services United Kingdom

Gary moore President and Chief Operating Officer USA

Edzard Overbeek Senior Vice President Cisco Services USA

Bryan Palma Senior Vice President, Security Services USA

Pankaj Patel Executive Vice President and CDO USA

Lance Perry Vice President, IT Customer Strategy and Success USA

Chuck Robbins Senior Vice President, Worldwide Field Operations USA

woody Sessoms Senior Vice President USA

Karen walker Senior Vice President, Go To Market USA

Padmasree warrior Chief Technology and Strategy Officer USA

KC wu Vice President, Cisco Value Chain IT USA


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Tuesday, October 22 Ritz-Carlton Laguna Niguel

Time Topic Location8:00AM Golf Pelican Hill Golf Course

10:00AM Registration Begins Ritz-Carlton Ballroom Foyer

3:30 – 4:30PM Keynote and Demo: John Chambers, Chairman and CEO, Cisco

Ritz-Carlton Ballroom

4:30 – 5:00PM Break

5:00 – 6:00PM Fireside Chat: The Honorable George w. Bush, 43rd President of the United States of America and Founder, George w. Bush Foundation


6:00 – 6:40PM Evening Reception Terrace Balcony

6:45 – 8:15PM Dinner Terrace Salon

8:15 – 9:00PM Coffee and Cordials Terrace Salon Balcony

Agenda continued >


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Wednesday, October 23 Ritz-Carlton Laguna Niguel

Time Topic Location7:30 - 8:00AM Breakfast Monacrh Bay Sunset

Terrace

8:30 - 9:30AM Keynote: Rebecca Jacoby, Chief Information Officer and Senior Vice President, Cisco


9:30 – 10:30AM The Economic Viewpoint: Laura D’Andrea Tyson, Professor of Business Administration and Economics, Haas School of Business, University of California, Berkeley


10:30 – 11:00AM Break

11:00AM – 12:00PM Breakout Sessions

How Space Fosters Innovation It is not about where you work; it is about how you work. And today’s CIOs must supercharge their organization and empower employees to be productive by providing the right workspace. It is not just handing out the technology of choice that fosters innovation; it is about how people and devices interact in a workspace. In this session you will see some cutting-edge trends that help you create the most innovative place to work.

Session Facilitators: • Sheila Jordan, Senior Vice President, Communications and Collaboration,

Cisco• Ryan Coonerty, Co-author, The Rise of the Naked Economy

Plaza

Agenda continued >


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Time Topic Location11:00AM – 12:00PM Breakout Sessions Continued

Embracing the Disruption Era Today, organizations must adapt and embrace disruptions in order to grab new opportunities. Market, customer, and technology disruptions are enabling companies to redefine themselves. In this session, we look at organizations that are prime examples of how to use the power of disruptive innovation to become more competitive and grow in this exciting time.

Session Facilitator: martin mcPhee, Senior Vice President, Consulting Services, Cisco

Pavilion 1

IT as a Service Organization For a CIO, the five primary transitions happening in how the IT department serves the organization are:

• Infrastructure as a service• Applications as a service• Data as a service• Mobility as an experience• Communications/collaboration as an experience

These five trends will lead IT to increasingly become a service organization. They are not the only trends occurring, but they are going to create a fundamentally different model and experience for people. Will this also lead to a new way of measuring and accounting for IT services? Can IT ever become a true profit center?

Session Facilitator: Guillermo Diaz, Senior Vice President IT, Cisco

Pavilion 2

Agenda continued >



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Time Topic Location11:00AM – Noon Breakout Sessions Continued

who will Stock the IT Talent Pool? Although college enrollments in computer science programs are showing some signs of bouncing back, the long-term outlook for IT talent remains troubling. Educational institutions are struggling to keep up with rapid changes in technology enabled by virtualization, mobility, and the Internet of Things. Top students are lured away by a raft of new dot-com startups. Even if you can find good people, you must constantly update their skills to keep pace with technology that is changing faster than ever. What skills will be most precious over the next five years, and how can IT organizations make sure that their people are prepared?

Session Facilitator: John Manville, Senior Vice President IT Infrastructure, Cisco

Pavilion 3

Noon – 1:30PM Lunch Terrace

1:30 – 2:30PM Conquering Today’s mobile Security Threats: Detect, Analyze, and Protect Today’s mobile landscape brings innovation that is almost unimaginable, and it can be difficult for technology to keep up with that speed of innovation. As organizations continue to migrate toward cloud-based models and further embrace mobility, the need to keep up with innovation while balancing the risk of today’s security threats is an enormous challenge. We have invited a security-threat expert to this session to show you some of today’s mobile threats and how you can detect, analyze, and protect your organization’s most important assets throughout your mobile infrastructure.

Speaker: Andrew Hoog, Computer Scientist; Author, Mobile Hacker and Security Geek; Cofounder, viaForensics


Agenda continued >



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Time Topic Location2:30 – 3:30PM Keynote: John Doerr, Partner, Kleiner Perkins Caufield Byers

We will put you to work in this very energized and thought-provoking session. What will happen when we wake up the world and start connecting the 99 percent of everything that is not connected to the Internet? What innovations can we create? What will the culture of innovation look like? How can you as a collective group of CIOs imagine what the outcome could be? What is the future effect of this immense amount of connectedness?


3:30 – 4:00PM Break

4:00 – 5:15PM Innovation Ideation: what Can we make Possible with the Internet of Everything? (Interactive Session) We will put you to work in this very energized and thought-provoking session. What will happen when we wake up the world and start connecting the 99 percent of everything that is not connected to the Internet? What innovations can we create? What will the culture of innovation look like? How can you as a collective group of CIOs imagine what the outcome could be? What is the future effect of this immense amount of connectedness?

Speakers: • Thornton may, Futurist, Educator, and Author• Alison Lewis, CEO, Agent of Presence, and Fashion Technologist


5:15 – 6:15PM Break

6:15 – 7:00PM Reception Monarch Bay Sunset Terrace

7:00 – 8:30PM Dinner Monarch Bay Courtyard

8:30 – 9:00PM Coffee and Cordials Monarch Bay Courtyard

Agenda continued >



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113

Thursday, October 24 Ritz-Carlton Laguna Niguel

Time Topic Location8:00 - 9:00AM Breakfast Monarch Bay

Sunset Terrace

9:00 - 10:00AM Breakout Sessions

Harnessing the Power of Data The ability to intelligently and automatically search vast quantities of rich media to gain insights, search for patterns or events, or identify areas for more detailed analysis opens up a range of interesting new business opportunities. CIOs tend to think about analytics when referring to “big data.” But it is much, much more. Strategies must evolve to deal with increased data volume, unstructured data, velocity, variety, and complexity. How can you get the right data to the right place at the right time, and how does IT add value to get ahead of the data challenge?

Session Facilitators: • Sheila Jordan, Senior Vice President, Communications

and Collaboration, Cisco• KC wu, Vice President, Information Technology, Cisco

Pavilion 1

Creating a Customer-Centric Organization What role does the CIO play in creating superior customer experiences? Most CIOs understand how important customer service is to attaining customers and ultimately bringing profitability to their organizations. But many do not have a formal customer experience strategy in place. Turning an organization into a customer in entity can be daunting, but those that connect people, process, data, and things will deliver amazing customer experiences. Which internal business partners do you bring in? How do you change the corporate culture? What IT systems do you use? And what are the best models and processes to follow?

Session Facilitator: Lance Perry, Vice President IT, Cisco

Pavilion 2

Agenda continued >


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Time Topic Location9:00 - 10:00AM Breakout Sessions Continued

How Are You Going to Pay for That? Budgeting in a world of New Options New consumption models are the predominant force behind today’s business models. We know this is changing the way companies buy IT and traditional IT commercial arrangements (procurement processes). How your business consumes technologies changes the selling and buying experience, the consumption experience, and the service experience. You need to look at how these new commercial arrangements mitigate risk while maximizing financial and operational performance. It used to be that decisions about licensing agreements and buying or purchasing were the dilemmas. Today, the CIO deals with fixed costs, depreciation over time, and “buy by the drink” models. If you get it right, you can:

• Promote recurring revenues instead of project-based initial payment• Focus on business outcomes instead of technology• Find the right sources of capital to support this business model

Session Facilitators: • Rebecca Jacoby, CIO and Senior Vice President, Cisco • woody Sessoms, Senior Vice President, Global Enterprise, Cisco

Pavilion 3

Agenda continued >



Event Overview

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Time Topic Location9:00 - 10:00AM Breakout Sessions Continued

Future-Proofing IT Users expect to access data, whenever, and wherever they want from any device. To achieve this type of flexibility is through ‘adaptive technology.’ Systems must become self-provisioning, networks must allocate bandwidth on the fly and user interfaces must fluidly adapt to any device accessing the data. To do this, IT requires a new unified model that brings infrastructure together, increases visibility across systems, and converges technologies to realize the potential of the Internet of Everything. IT can capture that potential and address:

• The complexity brought on by silos and the demands of existing systems.• An infrastructure that must evolve to support business demands for innovation

and agility• Increased vulnerability to security threat

Session Facilitators: • Pankaj Patel, Executive Vice President and Chief Development Officer, Cisco• Edzard Overbeek, Senior Vice President, Cisco Services

Pavilion 4

10:00 – 10:10AM Transition Break

10:10– 11:10AM Breakout SessionsPopular breakout session repeated

Embracing the Disruption Era Today, organizations must adapt and embrace disruptions in order to grab new opportunities. Market, customer, and technology disruptions are enabling com-panies to redefine themselves. In this session, we look at organizations that are prime examples of how to use the power of disruptive innovation to become more competitive and grow in this exciting time.

Session Facilitator: martin mcPhee, Senior Vice President, Consulting Services, Cisco

Pavilion1

Agenda continued >



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IT as a Service

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116

Time Topic Location10:10 – 11:10AM Breakout Sessions Continued

Creating a Customer-Centric Organization What role does the CIO play in creating superior customer experiences? Most CIOs understand how important customer service is to attaining customers and ultimately bringing profitability to their organizations. But many do not have a formal customer experience strategy in place. Turning an organization into a customer centric entity can be daunting, but those that connect people, process, data, and things will deliver amazing customer experiences. Which internal business partners do you bring in? How do you change the corporate culture? What IT systems do you use? And what are the best models and processes to follow?

Session Facilitator: Lance Perry, Vice President IT, Cisco

Pavilion 2

IT as a Service Organization For a CIO, the five primary transitions happening in how the IT department serves the organization are:

• Infrastructure as a service• Applications as a service• Data as a service• Mobility as an experience• Communications/collaboration as an experience

These five trends will lead IT to increasingly become a service organization. They are not the only trends occurring, but they are going to create a fundamentally different model and experience for people. Will this also lead to a new way of measuring and accounting for IT services? Can IT ever become a true profit center?

Session Facilitator: Guillermo Diaz, Senior Vice President IT, Cisco

Pavilion 3

Agenda continued >



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Time Topic Location11:10– 11:30AM Break

11:30AM– 12:15PM Tomorrow Starts Here John Chambers and Rebecca Jacoby wrap up Cisco CIO Summit with important takeaways and actionable next steps. They will invite CIOs from the floor to join in this active discussion.


12:15PM Lunch Plaza



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Resources & Videos from CIO Summit and Beyond

wrap Up VideoJohn Chambers and Rebecca Jacoby share what our customers want from Cisco, and what they heard during the time with 96 of our key Global CIO customers. Click here to view.

John Chambers CIO Summit Keynote and Demo - October 22, 2013At Cisco’s annual CIO Summit, John shared his perspective on the global economy, the rapid pace of change happening in the market and with technology, and the importance of innovating to capture future opportunities as we move into the next market transition known as the Internet of Everything. Click here to view.

CIOs Share Their Strategic IT Stories We interrupted the dinner of a few CIOs at the CIO Summit to ask them how they are leading the way in leveraging IT strategically — for a light and informative video series called, “Fast Innovation and The Slow Waiter.” Click here to view.

http://iwe.cisco.com/web/view-post/post/-/posts%3FpostId%3D352700086

www.cisco.com/go/ciosummit/thankyou

https://videosharing.cisco.com/vportal/VideoPlayer.jsp%3Fccsid%3DC-76e97962-194d-4f8b-9b8e-37d662bb7f94:-1%23

http://investor.cisco.com/resources.cfm

http://ow.ly/qKvis%20

http://www.youtube.com/watch%3Fv%3DT-nS7KOtknU%26list%3DPLcekS4OJFRS4_ISy9EAqmH8ZbsTfGWLGF%26index%3D1

http://www.youtube.com/watch?v=T-nS7KOtknU&list=PLcekS4OJFRS4_ISy9EAqmH8ZbsTfGWLGF&index=1


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CIO Summit 2014

October 7-9, 2014Ritz-Carlton, Dove MountainMarana, Arizona

SAVE THE DATE


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Cisco CIO Summit 2013TOmORROw STARTS HERE

THANK YOU

Cisco CIO Summit 2013Hosted by John Chambers and Rebecca Jacoby, Cisco CIO Summit is an exclusive...

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