Cisco CX: transforming customer experience with AI скачать в хорошем качестве

Cisco CX: transforming customer experience with AI

Carlos Pereira, fellow and chief architect of customer experience at Cisco, explains how Cisco CX manages the entire customer lifecycle from landing and adoption through expansion and renewals. The organization leverages AI and automation to optimize support, professional services, and customer success at scale. Cisco CX covers everything from initial product implementation to ongoing adoption optimization and renewal management. Pereira discusses how the team uses data-driven feedback loops to inform product development, measures adoption through both feature-based and intent-based metrics, and scales customer success through partner networks. The conversation explores Cisco IQ, a unified AI-powered platform announced in October 2025 that provides single-pane visibility across all services. Pereira details how sovereignty requirements are met through multiple deployment models including SaaS, on-premises tethered, and fully air-gapped solutions. The discussion concludes with measurable business impacts, including how AI-driven agentic systems have freed up 40% of renewal team capacity while improving renewal rates. Key takeaways: • Cisco CX covers the complete customer lifecycle: land, adopt, expand, and renew • Data-driven feedback loops connect customer experience insights back to engineering • Adoption metrics are evolving from product features to customer intent outcomes • Cisco IQ provides unified AI-powered visibility across support and professional services • Sovereignty solutions include air-gapped deployments with local AI models • AI and automation augment human intelligence rather than replacing it • Agentic systems reduced manual correlation work by 40% for renewal teams • Partners extend CX reach while Cisco maintains direct support coverage Chapters: 0:00 - Introduction 0:17 - What is customer experience at Cisco 2:40 - The full customer lifecycle approach 5:13 - Data-driven feedback to engineering 7:12 - Measuring adoption and intent 9:42 - Cisco IQ unified platform 10:35 - Sovereignty and air-gapped deployments 14:41 - AI augmentation vs replacement 19:51 - Measurable impact on renewals Cisco Live Amsterdam, Cisco CX, customer experience, customer success, AI automation, Cisco IQ, sovereignty solutions, deployment models, renewal optimization, adoption metrics, intent-based networking, agentic AI, telemetry insights, partner ecosystem