Cisco Partners: How to use CX as a key differentiator

3 min read

As the industry shifts towards recurring revenue, Cisco and its partners lead the way. But how do you create a great customer experience in a time of intense transformation? And how can you capitalise on the current turbulence to strengthen your business in the long run?

Watch Mikael Casserberg, Partner Transformation Lead at Cisco, Lisa Milnes, Client Success Director at Natilik and Ben Gardner, Manager Customer Success at Planhat as they discuss:

  1. Customer experience and customer success within the Cisco ecosystem

  2. Building a sustainable lifecycle practice to drive recurring revenue

  3. Comparing customer success strategies: Cisco, managed services and SaaS

  4. And much more…


Christian Jakenfelds has had multiple different customer-facing roles. He joined Tessian as one of their first CSMs and this is where he saw how CS is the engine for growth in SaaS businesses. He now works with Planhat in the UK market and has been named one of the top 100 CS Influencers in 2022.


Mikael Casserberg is a senior IT professional with over 15 years of experience. As the Partner Transformation Lead at Cisco, he’s responsible for understanding customer priorities, developing business value-oriented success motions, and driving adoption programs and engagements for Cisco Technology and Services. Mikael is passionate about helping businesses through important transformation programs. He always wanted to work with managing change and helping people understand the value that comes as a result of the change, both personally and from a business point of view.

Lisa Milnes has worked in the technology sector for the past 14 years. Prior to joining Natilik, Lisa’s work in the luxury retail sector before her passion for excellent customer service moved her into the technology industry alongside a move to Singapore where she lived & worked for 11 years. After a permanent move back to the UK in 2017, Lisa joined Natilik in the Service Delivery team and was quickly promoted to join their leadership team as Commercial Client Success Director in 2019. Lisa has worked with a variety of clients across many sectors & multiple countries and heads up the team of Client Success Managers, Renewals Manager & Service Delivery Managers.

Ben Gardner is Manager, Customer Success EMEA at Planhat. He brings over 10 years of experience in post sales departments at B2B SaaS comapanies. Prior to working at Planhat he was Director of CS at Sustainability tech company Rio, and Head of Account Management at Media Monitoring company Vocus. It was at here that he turned a reactive commercial team into a proactive, values based customer focussed team. Ben works with some of Planhat’s biggest Cisco partners and has been using his experience to support their transition into the SaaS world.

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