Archana Sabapathy

Led transformation of service strategy frameworks, aligning offerings with customer success drivers and business outcomes. Defined product visions, prioritized backlogs, and directed cross-functional execution for high-leverage initiatives. Partnered with go-to-market, delivery, and operations teams to streamline processes, improve customer retention metrics, and optimize service scalability. Built product-ready value propositions based on qualitative and quantitative insights to support executive decisions and investment prioritization. Deep focus on accelerating value realization for customers and the business by reducing complexity and highlighting measurable impact.

Offer Strategy & Implementation lead: Engaged in collaborative engagements with Cisco clientele and affiliates utilizing the Design Thinking methodology to spearhead the development, implementation, and launch of Cisco's CX Success Tracks within the CX Services Portfolio. Overseeing the integration of Campus Networking into the CX Success Tracks rollout, with a focus on fostering actionable insights and analytics. Additionally, driving offer strategy refinement to ensure alignment with Cisco CX Customer needs and market trends, optimizing the value proposition and enhancing overall customer experience using CX Cloud.

In charge of developing a self-service support platform tailored for Cisco Technical Services clientele. Orchestrated a market trial for a machine learning solution, overseeing all stages from customer validation to devising a comprehensive go-to-market strategy within Technical Services offerings. Additionally, collaborated on a migration plan to transition market trial participants to the new offering. Crafted go-to-market strategies for a range of machine learning tools aligning with Cisco's core objectives of minimizing customer efforts and enhancing support efficiency.

Digital Experience Group As the lead for web and mobile applications, spearheaded the development of Non-urgent Video Visits with healthcare providers and the redesign of kp.org's appointment center, transitioning it from a traditional format to a responsive design. Directed multiple scrum teams, ensuring consistency and equivalency in customer experience across both web and mobile platforms.

GMCC - Marketing Group Collaborated on improving the mobile app Cisco 2.0 to offer comprehensive insights into the product line accessible to Cisco Partners and re-sellers. Contributed to integrating Virtual Reality capabilities to provide an enhanced product view in alignment with marketing strategies. Directed an offshore team based in the UK to execute the product roadmap and elevate the mobile experience for Cisco Partners and re-sellers.

Digital Services Group As the leader of the product roadmap for Integrated Video Visits at Kaiser, I assumed responsibility for guiding the strategic direction of the project from its conceptualization through to its deployment across pilot programs and all regions. This involved overseeing every stage of the roadmap's development, ensuring alignment with organizational objectives and priorities.

IS&T Global Legal Systems: (Copyright Management System) Collaborated extensively with Apple's legal team to establish the specifications for a comprehensive Content Management System (CMS) repository and Trademark application system. Managed the project lifecycle from conception through deployment and ongoing maintenance, ensuring seamless functionality and adherence to legal standards.