Case study
Cisco Webex Case Study
Cisco's Beta 2.0, powered by Centercode, drove 11x community growth and 14x more tester participation, fueling product improvements through real customer feedback.
PDF · 5 pages · September 16, 2024
Cisco's Webex beta team relied heavily on internal QA and an outdated feedback system, which made it hard to reach real customers. This five-page case study follows their shift to what they call Beta 2.0, and what changed once they moved their program onto Centercode.
It covers the team they built, how their process works, the growth in their tester community, and advice the team offers anyone running a user testing program.
What’s inside
From internal QA to customers
How a team that leaned on employee testers and an aging feedback system set out to bring the voice of the customer into the whole development process.
Tools that changed the work
Tester profiles with participation tracking, feedback submitted from inside Webex, and a "me too" option that lets testers add to the same feedback ticket.
Beta as a migration path
How inviting customers to try the new platform in beta led nearly 70% of participants to migrate ahead of schedule, instead of pushing them with end-of-life notices.
Results and four lessons
More than 8,200 testers across more than 3,900 customer sites, a breakdown of feedback into issues, ideas, and praise, and four pieces of advice from the team.
