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Cisco Reveals Future of Customer Experience with AI and Smart Engagement

Cisco

Business Honor
30 July, 2025

Cisco predicts AI and personalization will change how businesses interact with customers globally.

Cisco has shared its most recent predictions for the future of customer experience (CX), proving how technologies like personalization, artificial intelligence (AI) and rich communication capabilities will influence the way how companies engage with clients in the Middle East and beyond.

Cisco claims that a large number of consumers are still dissatisfied with the services they receive. According to a company-wide survey, 94% of consumers had departed a brand because of bad encounters and only 25% of consumers were satisfied with their most recent service encounter.

Businesses are using AI-powered solutions to improve this. With speech and internet platforms, AI agents may now have more organic, human-like discussions. These agents help solve problems faster while allowing human staff to focus on more complex issues. According to Cisco, high-performing businesses are already utilizing AI far more frequently than others.

Another important trend is personalization. AI is being used by businesses to better understand client wants and deliver personalized experiences. This includes proactive communication, which 61% of top CX companies currently do. Examples of this include delivering helpful messages before a client even asks.

It is also expected that the new messaging standard, Rich Communication Services (RCS) will be rapidly adopted. RCS allows companies to communicate with customers more interactively by sending safe, multimedia rich messages to iPhone and Android devices. Cisco also stressed how important it is to have unified customer data. Companies may provide AI systems and human agents with a more complete picture of each client by mixing data from all sources, which will result in faster and more seamless service. Cisco is assisting companies in developing more intelligent, AI-powered contact centers that connect agents, clients and data in real time, improving experiences at every touch point. One such product is Cisco Webex.