Cisco Predicts AI-Led Shift in Customer Experience
Cisco has revealed predictions for a major transformation in customer experience (CX), driven by artificial intelligence, hyper-personalization, and unified data. The company reported that advancements in AI and communication technologies are set to enhance customer loyalty and meet rising expectations across the Middle East and beyond.
According to a global study conducted by Cisco, delivering an exceptional CX remains a challenge for many organizations. Only 25% of customers globally said they were very satisfied with their last service interaction. Moreover, 94% reported abandoning interactions due to poor experiences.
To meet growing expectations, businesses in the region are adopting AI, integrated platforms, and data analytics to improve efficiency and drive customer satisfaction.
Ahmad Zureiki, Director of Collaboration Business, Cisco Middle East and Africa, stated that CX leaders are approaching AI with a strategic focus that prioritizes customer impact, agent support, and operational efficiency. He emphasized that the widespread use of AI will redefine service engagement benchmarks.
Cisco reported that AI agents will play a critical role in revolutionizing self-service. These advanced virtual agents will offer more human-like interactions across digital and voice channels. They will help resolve issues faster and allow human representatives to focus on complex cases. Companies will also tailor these agents to reflect their brand values.
Cisco highlighted that: 79% of CX leaders already use AI virtual agents.
Only 7% of CX laggards have adopted such tools.
The company also revealed that hyper-personalization will be mission-critical. AI will enable businesses to extract insights, anticipate needs, and tailor experiences. Proactive communication, powered by AI, will help brands resolve issues before they occur and enhance customer relationships. Cisco found that 61% of CX leaders use AI to deliver proactive communications.
The adoption of Rich Communication Services (RCS) is also expected to surge. With support across Android and iOS, RCS allows for rich media, interactive messaging, and secure communication. Cisco said RCS will become essential for trusted digital engagement.
Unifying customer data will be key to enabling these capabilities. Cisco noted that integrating data from various systems allows agents and AI tools to access real-time insights. This supports faster resolutions and smoother interactions while helping brands anticipate issues and reduce friction.
Cisco concluded that Webex is helping bridge the digital gap through AI-powered, self-learning contact centers. These solutions empower agents with context, journey data, and tools to consistently exceed customer expectations.
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