AI-Powered DCX Revolution at Cisco: Anticipating Customer Needs and Delivering Personalized Experiences

Cisco is harnessing AI to transform its digital customer experience (DCX) into an intelligent and autonomous journey. The company aims to anticipate customer needs and deliver deeply personalized experiences at massive scale, all while maintaining a human touch.

Traditional customer experiences no longer meet the rising standard of customer expectations, which demand hyper-personalized, proactive support and seamless AI-powered experiences that preemptively resolve their needs in real time.

Cisco is guided by four strategic pillars: AI Intelligence and Agentic Orchestration, Dynamic Multi-Channel Digital Journeys, Autonomous Self-Serve and Product Experience, and Partner and Scaled Success Ecosystems. The company's vision centers on delivering an extraordinary experience where customers achieve their desired outcomes faster and easier than ever before.

The heart of the transformation is AI orchestration, which requires an intelligent engine that ingests real-time data and generates personalized content directly to the customer at exactly the right time. Cisco has built its AI orchestration engine leveraging groundbreaking models and agents that recommend the highest-value campaigns and predict the best contacts at each account.