We're excited to announce the release of a new case study that details the groundbreaking transformation of Cisco’s Webex beta program. The case study showcases how the Webex team, led by Frank Murphy and Sanjeev Kothari, reimagined their beta process with the help of Centercode to amazing results!

A New Perspective

When Frank Murphy joined the Webex beta team as Director of Customer Success, Beta Engineering, and Collaboration, he recognized the limitations of their existing beta processes. Reliant on internal QA and an aging feedback system, the Webex beta program faced challenges in effectively engaging with real customers. With a vision for a more customer-centric approach, Frank teamed up with Sanjeev Kothari, Senior Leader of Webex Beta, to lead the charge in modernizing the program.

The Beta 2.0 Initiative

The introduction of Beta 2.0 was a game-changer. By adopting a more innovative mindset and utilizing Centercode’s advanced user testing platform, the Webex team completely transformed their beta process. Now it’s a dynamic and continuous feedback loop that puts the customer at the center of product development. The results speak for themselves:

• 11x growth in the beta tester community: In just over two years, the Webex beta community has expanded significantly, reflecting the team’s efforts to build a robust and engaging beta program.
• 14x increase in monthly tester engagements: Tester participation surged, with over 8,200 testers across 3,900+ customer sites actively providing feedback on more than 15 products.
• ‍9,100+ pieces of feedback submitted in the last year: This substantial volume of feedback has been instrumental in driving continuous improvements to the Webex platform.

One of the key successes of Beta 2.0 was the shift from a reactive approach to one that proactively sought out customer insights. By focusing on real-world usage and feature flagging, the Webex team ensured that each product update was closely aligned with user needs and expectations. The introduction of new tools, such as Centercode’s integrated tester profiles and feedback collaboration, further streamlined the process, making it easier for testers to provide valuable insights and for the team to act on them quickly.

Company-wide Impact

The impact of this transformation was felt not just within the Webex beta team but across Cisco as a whole. The team's continued success led to the first-ever Beta presentation at Cisco Live, where they showcased their achievements and shared their innovative approach to beta testing. This milestone was a direct result of their commitment to continuous improvement and customer-centric development.

As Centercode CEO Luke Freiler highlights, "The success of the Beta 2.0 initiative, championed by the Webex beta team, is a testament to the power of structured beta testing driven by modern technology. Cisco's commitment to integrating real user feedback has not only enhanced their solutions but has also pushed the boundaries for beta programs across the industry."

Looking To The Future

Looking ahead, the Webex beta team is poised to continue leading the way in user testing and product development. With plans to incorporate AI for greater efficiency and to expand their reach globally, the team is committed to ensuring that Webex remains at the forefront of innovation.

Explore the full case study to learn more about how Cisco’s Webex team disrupted their beta process and set a new standard for customer-centric product development. Hit the button below to read the full story.