Webex Upgrade Program Adoption Blueprint Upgrade your Webex

Webex Upgrade Program Adoption Blueprint: Upgrade your Webex Meetings experience to Webex desktop app. Notes on how to use this document can be found in green boxes like this: Purpose of this document: This document is a template report to be completed by project managers and change consultants following planning sessions for transitioning from Cisco Webex Meetings to Cisco Webex. It can be used to circulate and agree the overall shape of the adoption plan for that transition so that all delivery teams are aligned. November 2020

Contents 01 Example Upgrade Program Adoption Blueprint 02 Build your business case 03 Identify user populations 04 Design a user device migration strategy 05 Upgrading & support 06 Self-service learning content requirements 07 Example communications plan & assets 08 More Update Program Resources Notes on how to use this document can be found in green boxes like this. Purpose of this document: This document is a template to be completed by project managers and change consultants following planning sessions. It can be used to circulate and agree on the adoption plan/rollout to help users onboard with Webex desktop app. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Update Program Adoption Blueprint Service Delivery • • • Guide and test software upgrade. Adapt enablement procedures. Fully familiarize with new features. Engage and train local IT and helpdesk. Optimize the user experience. Write/deploy self-learning materials. This adoption plan is an example for you to follow and customize based on your deployment. �� Pro tip: Map your technical plan against this timeline to create a complete high-level view of your adoption plan. Reference technical journey guidance here. Service Delivery Mobilization Awareness & Communications Promote & Launch Month 2 Month 1 Month 3 Mass Upgrade Project Kick-off Mobilization • • Conduct change management workshop. Analyze user data. Establish target user groups. Write detailed adoption plan. Recruit champions. Establish project governance. Write a test plan. Conduct testing. Ongoing Adoption Promote & Launch • • • © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Survey end users. Expand & validate use cases. Create value proposition ppt. Create program branding. Write comms plan. Create comms materials. Awareness & Communications • • • Execute comms plan. Send reminders to inactive account holders. Display promotional content on digital signage. Deploy posters. Publish usage reports. Maintain Ongoing adoption • • What’s new Promote with champions.

Business case Our business case is based on reducing operational costs and improving productivity. Digital workplace transformation Improved security posture This business case is for example. Adapt this slide to capture your company’s business case for transitioning to Cisco Webex desktop app. Be clear on specific goals, benchmarks, savings etc. and how you will measure. This will focus project activities on the right outcomes. Savings • Target of $x per annum of savings in travel. • Time gained in not maintaining and supporting multiple applications. • Productivity improvement through better collaboration bringing everything in context under one experience. Travel cost reduction Modernized project collaboration capabilities Webex is being deployed to all staff. There are many other “soft” benefits, such as smarter working, increased engagement, and improved work/life balance but these will not be measured. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Measurement • Track Webex usage against T&E expense claims and individual use. • Reduced ticket and time spent to support multiple collaboration apps • Annual employee survey to measure improved engagement from use of Webex.

Adapt this slide to detail your user populations: how they’re divided, where they’re situated, in what numbers, etc. Identify all challenges that must be overcome in order to deploy to everyone. User populations Company X’s user populations are found in four divisions: Division Detail Sites/locations Users (circa) Div 1 Worldwide 5 6, 000 Div 2 APCA 8 10, 000 Div 3 USA 12 15, 000 Div 4 EMEAR 5 5, 000 TOTALS 30 36, 000 • Most of our workforce is remote and dispersed. • We have grown by acquisition and each division has its own separate IT service and suite of tools. • We need to decide if we want to upgrade everybody at once or by each business division. Challenges For example. Edit as appropriate. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

User devices Adapt this slide to detail your PC and mobile device estate. Set out your plans concerning security and authorizations for people using their own mobile phone. Identify challenges and actions for overcoming them. PC estate There is an approximate x/x split between Windows 7 laptop and desktop machines. Directors have Surface Pros. Less than x Macs are used by the design team. Challenges Mobile devices X % of users have been issued with a mobile device. Senior employees have i. Phones. Everyone else has midrange Android devices. A small number of Windows phones remain but will soon be phased out. The rest of the employees tend to use their own device. • Some employees are using their own mobile device. This could form a breach in data security. Challenge x • Challenge y • Challenge z Actions • A procedure needs to be set to authorize or stop use of Webex Teams on own device. • If authorizing, what security mechanism should be put in place. • If not, shall we issue mobile devices to all. • Action 2 • Action 3 For example. Edit as appropriate. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Upgrading & support Adapt this slide to detail your plans for upgrading to Cisco Webex and providing technical support to users. Identify challenges and actions for overcoming them. Upgrading Webex Meeting desktop app upgrade to Webex desktop app will be pushed to all machines via existing upgrade procedure and in batches based on sites. It will take 2 -3 weeks to be installed on every machine. New accounts will be requested through the service desk and approved by managers. Existing process will remain in place. Challenges Actions • Challenge 1 • Action 1 • Challenge 2 • Action 2 Support • Challenge 3 • Action 3 We have outsourced our service desk to Vendor X and they will provide a managed solution. • Challenge 4 • Action 4 Desk-side support agents are in some locations for part of the week; no location has a constant local IT presence. The service desk solve a lot of issues themselves but second and third level support is also available. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential For example. Edit as appropriate.

Self-service learning content What do we need? We need a comprehensive set of guides that employees will access on. • • Intranet Shared drive Web site Mobile device Use Cisco resources to help build content or link to existing help articles and assets. Adapt this slide to detail your plans for sourcing and supplying self-service learning content to users. Content Topics Source • New chat and calling • Cisco Collaboration Help capabilities • How they host and schedule a meeting • Advanced search filters to find spaces, messages and files • Webex mobile app • The ease of device pairing • Content x • Content y Who will produce it? Live and recorded Cisco-led classes are available to all publicly. Promote these classes within your organization. Access Online Classes. Description of the gaps and who will create any new content. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential For example. Edit as appropriate. • Cisco Videos • Internal L&D department • Source x • Source y

Communications plan Access our Launch Kit here This includes template assets for you to leverage pre- to postlaunch. A robust communications plan is key to any successful adoption effort. Its purpose is not only to inform people of changes to the technology landscape but more importantly to answer the questions ”what’s in it for me? ” and ”why should I use this? ” (the value proposition). The plan is also a vehicle for branding the initiative so it’s familiar to employees. Execution is key to create on-going demand for Cisco Webex application. Treat it like a consumer launch inside the enterprise. Mass adoption comms plan: Key elements 1 2 3 4 5 Program branding Value proposition Physical assets Leaders brief Service desk brief Give the deployment a project name. Write taglines, produce logos and image libraries, and create basic branding guidelines to inform the tone of voice and look & feel of the entire effort. The aim is to make the initiative instantly recognizable. At a minimum, the value proposition is a slide deck, but could include videos of employees raving about Webex. Design posters and digital banners for events and roadshows. Brief leaders on how they can help to promote Webex and its strategic importance to the company. Provide them with an overview of the plan. Brief the service desk on the roll out plan. Write FAQs for first-line support on how to diagnose basic Webex issues. It’s essential to avoid a situation where service desk agents don’t know about Webex when someone calls in with a problem. . © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential .

Access our Launch Kit here This includes template assets for you to leverage pre- to postlaunch. Communications plan 6 7 8 9 10 Local IT brief Influencer brief PA/EA Brief Intranet Homepage Self-service learning Local IT agents must also be fully aware of the program and able to discuss the reason for change and value proposition with users. Write content specifically targeted at influencers, early adopters and super connectors. Give them early access to the Webex desktop application. PA/EAs need to support their executive’s adoption of Webex. Leaders themselves seldom invest the time in attending training. Offer PA/EAs high-touch training and support. They are a valuable channel for feedback on how Webex lands with senior leaders. Use your intranet homepage to advertise the availability of the Webex app. Write blog posts, articles and design buttons and banners to promote Webex on other web pages. Write or source comprehensive `how to’ self-service learning materials that are easy to read and navigate. Cisco has written everything you need at They should have an understanding of the kind of issues they’re likely to see and how to fix them. Cisco Webex Help. Intranet Announcement Templates 11 12 13 14 Redirect from outgoing services User survey Launch communications Digital signage Design and build surveys that can be sent out before and after the upgrade. Use the results to prove to employees and senior leaders that Webex is having a positive impact on the way we work. This is a key communication sent to all employees. It conveys the business case, value proposition and program branding to create a lasting first impression. It should inform people of what to expect, what’s expected of them, and how to provide feedback to the project team. Create content for digital signage to launch and promote Webex. Write communications to inform users of the advantages of using a single Webex application. Example User Surveys © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Example Email Comms, Use Cases, Posters, Webex Bot messages

Communications plan Conduct an analysis of your internal channels to understand which ones work best. A posture of ‘tell, not sell’ and ‘demonstration, not declaration’ works best in written communications. Avoid saturation across the channels so people aren’t put off by too much messaging. As the most universal form of communications pay close attention to copy, tone of voice and language. Channel Audience Size Message/Medium Impact Measurement Email All non-VIP users 50 k Variety of announcements and self-service instructions throughout the upgrade (see example comms plan). High. Most read communication channel, easy to refer to, easy to embed links and use language to change behaviour. If available, track open rates and use of short URLs to measure click through rate. Community of Practice (Co. Ps) All employees 5 k max per space Regular slots to demo and explain the value of Webex Teams. Create a space to channel all questions. Medium. Add URLs to content in the Webex space. Use of short URLs to measure click through rates. Daily Huddles All employees TBC Source champions and advocates record 2 min video to their colleagues on Webex value proposition. High. Peer to peer, word of mouth recommendation has highest conversion rates and network effects. Use of short URLs to measure click through rates. Number of video views. Intranet All employees 60 k Banners, videos, self-service content. Continuous home page presence. High if continuous presence on the most active pages/sites. Share. Point and/or Google Analytics. Noticeboards/Posters All employees 60 k Attractive visual content using consumer style ads. Medium. Estimate footfall. Find locations where posters work best to re-enforce. Consider creating short URLs or QR codes for scanning with a mobile device to direct people to online content. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Find champions, advocates and super connectors. Track and monitor click through and conversion rates to understand which channels work best for different types of messaging and adjust according to the data collected.

Highly granular sequencing of messages that can be adapted based on changing conditions on email and internal social network. Example communications plan Understand the need for different messaging to different audiences and channels. Physical desk drops in the office or by mail. Send `How to’ guides, promotional gifts, posters. Subject/Theme Audience Size Key Messages Channel Introduction to Cisco Webex initiative or program Personal and Executive Assistants TBD Briefing session on benefits, contribution, reassurances and low impact on time. email Announce information sessions for PA’s Personal and Executive Assistants TBD To inform PA’s so they can explain to their directors the use and benefits of Webex Teams. email Webex desktop app coming soon All employees with a Webex Meetings account TBD Notification of Webex 60 min training session. Intranet Promotional Ads Whole company TBD Webex Teams is here. Call out benefits. How to get an account. Intranet Socialize Webex campaign Managers in remote locations, stores, field, factories TBD Why are we investing in Webex, what are the benefits. Can include key use cases. Desk Drop All employees with a Webex account or champion network. TBD Webex is live Office location Webex - reminder Low adopters © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Month Day/Date Sender/Comments March Tue 05 Conduct online and/or face-toface. Include exec sponsor. March Mon 25 Upgrade EA/PA community with Webex Teams. Project manager sender. April Wed 24 Excludes Leadership & senior Leadership teams. Project team or Internal Comms sender April Tue 30 Need to devise, create sessions and resources. Internal magazine, MMS / SMS March Thu 14 Awareness, promotion, solicit feedback. Promotional content and what is new. Offline April Fri 6 IT and/or Line of Business managers. Visit our Webex Merchendise Store TBD Banners, slogans, call to action. Digital signage April Thu 19 Internal comms to coordinate. TBD Reminding Webex is here. Call out benefits and/or use cases. Point to online documentation. email, intranet May Wed 15 Internal comms to coordinate. email, intranet Use channels that work best for each audience (e. g. SMS) Attention to detail on who transmits to get maximum response rates

More Update Program Resources • Update Program Support site for Partners & Admin • Webex resources page for End Users • Update Program Launch Kit • Update Program FAQ • Webex Adoption Master class e. Book – for more best practices on driving adoption success © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

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