Cisco's AI-Driven Customer Service Revolution Under Liz Centoni
Liz Centoni is driving one of the industry's most ambitious transformations at Cisco. As EVP and Chief Customer Experience Officer, she oversees a $15 billion services business that employs 20,000 people worldwide.
The goal is to reimagine how enterprise technology companies interact with customers in the AI era. Centoni wants every customer interaction to be personalized, proactive, and predictive, shifting from reactive support models to AI-powered systems that anticipate needs and eliminate friction.
In 2024, Centoni played a key role in Cisco's $28 billion acquisition of Splunk, positioning the company at the forefront of the AI revolution. She previously served as Executive Vice President and Chief Strategy Officer, driving company-wide strategic direction.