THERACETOANAGENTICFＵTＵRECISCoHow agentic A will transformcustomer experlenceQ2025Ciscoand/oritsaffliates.Allrightsreserved
CISCo3Foreword5Researchmethodology,6Introduction:AgenticAl-led customenexperienceiscomingatspeed9Customerexperience has becomemission-criticalof Aldeploymentwithincaustomerexperience,Contents11Costonesaneciedaboutheoentalbenefitsof Agentic Al12Awide rangeofusecases across thetechnology lifecycle13Human connectionvwillremainancitical16Robust governance and ethical practices arenon-negotiable in Agentic Al deployment8SuccessfulAgenticAldeploymentcantranstom relationships and drve revenue fortechnologypartners,19Excitementgrows about afuture where AgenticAl-led customerexperience becomesthenewstandard20Agnie-M-edoustomerepetenceisnowvalurgent priority for B2B technology businessesAboutCiscoCustomerExperience(CX)
CIsCoForewordBYLZCENTON,EVP&CHIEFCUSTOMEREXPERIENCEOFCustomer experience is entering a new era with agentic Al as thetransformative force leadina the wav. Aaentic Al will fundamentallychanae the verv nature of services. enablina customer experienceteams to makeeverv interactionpersonalized. oroactive. and oredictiveacrosseverv customer touchooint. We cannowdeliver on ourultimatagoal: making every customer feel like thev are the onlv customersImagine a world where no customer needs torestate their issues, where issues are resolvedt56% of their interactionsticAlwithinjust12tailored to individual needs,s andbusiness outcomes. It'snotjusta betterexperienc,it'satransformationalds agentic Al presentsFor Enteprises, the integrationofagenticAlThe technicalinto customer experience workflows solvesd then if voulaverproblems we have been circling aroundns and the culturalpain points,tegrateAlintons with contactenter agents, network configuration delayshave innovation, precision,d focus on outcomes thatequirements and design documentation,become a thingof the pastWhile agentic Alpromises unparalledreplaceable.Complexproblem soling,excitement for agentic Al-led customerethical judgement and em pathy are uniquelymuman, that no algorithm can replace, atvelocitv Business and technical decision,.We are all seekingeor harmony between agentic,partners to pvotto anagenticflture fasterAl'spowerarthe human touch andthan anyone anticipated.intligence that makes customer ineractions,trulv meaningful2025Cisco and/oritsafliates.Alrightsreserved
CISCoForewordBYLIZCENTON,EVP&CHIEFCUSTOMEREXPERIENCEh any major transformation programAt CiscoCustomerExperience, we arethe joumey to agentic Al-led customerdehoina this future. Bycombining cating-perience wllundoubtedly pose challengesand present risks for vendors. For thoseand four decades of human experise, wecompanies that embrace this tansformation,are forging a new standard for customer,ead-on, the payoff is not just improvedexperience-onethat'spersonalized,customerexperiencemetics,it'sinmaketleadership in the Alena.It willreshapeThe winners will be the ones whobalance speed, innovation and trust. We aredifferentiator, creatinglovalty at scale
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