Cisco’s customer experience (CX) organization goes beyond conventional support, optimizing the entire customer lifecycle through the use of artificial intelligence (AI). During a discussion at Cisco Live Amsterdam, Carlos Pereira, Chief Architect of CX at Cisco, elaborated on how AI enhances customer outcomes from initial product deployment to renewal.

Cisco CX manages phases from landing to adoption, expansion, and renewal, ensuring customers maximize their investments. Success teams focus on adoption while professional services oversee implementation and troubleshooting. This holistic strategy allows for seamless interaction and feedback between support and product development. When support teams identify common issues or underused features, insights are communicated back to engineering for improvements.

Pereira highlighted the shift towards intent-based adoption metrics, which focus on business outcomes rather than merely whether certain features are utilized. For example, in financial services, the goal would be achieving network segmentation across different platforms, rather than just tracking specific technical functions.

The launch of Cisco IQ marks a pivotal change, offering a unified interface for support and services that uses AI for enhanced insights and automation. This platform accommodates various deployment models, including on-premises options for enhanced data sovereignty. Moreover, Cisco IQ can be tailored to customer needs through language models specifically designed for certain use cases.

AI's role includes automating repetitive tasks, enabling human experts to concentrate on complex decision-making. For instance, the renewals team has harnessed AI to streamline processes, thereby increasing efficiency and positively impacting renewal rates by freeing up time for relationship-building.

Overall, Cisco's integration of AI within its CX strategy not only streamlines processes and enhances customer interactions but also ensures scalability without compromising service quality.

NiCE is a standout in the realm of AI, particularly in enhancing customer experience, and I've had the privilege of collaborating with them for nearly a decade. Recently, I partnered with Michele Carlson, their senior product marketing manager, on a virtual event discussing key AI trends shaping customer experience (CX) in 2026.

A striking insight from my research shows that while 68% of American consumers prefer speaking to live agents for support, 47% still value digital options, including AI. Companies must adapt to these preferences, leading to some notable trends:

First, the "AI-First" model for customer engagement encourages businesses to utilize AI solutions for simple tasks like order inquiries or changes. However, it’s crucial that a seamless option to connect to a live agent remains available, promoting the concept of AI First, but Not AI Only.

Next, Agentic AI and Language Action Models (LAMs) transform interactions by enabling AI to take actionable steps. For instance, if a user needs a product replacement, a chatbot can autonomously manage the entire process—from updating orders to tracking shipments—thereby enhancing operational efficiency and allowing human agents to focus on more complex issues.

Finally, leveraging AI for experience memory can exponentially increase customer loyalty. By tracking sales history and preferences, AI tailors interactions as if they were this customer’s best friend. This personalized approach captures the essence of creating connections—fostering recognition and appreciation akin to the “Cheers Factor.”

In essence, the future of CX is not about choosing AI over humans; it is about using AI to support human agents, facilitating faster service and personalized experiences that make customers eager to return.

The rapid evolution of generative and agentic AI is transforming consumer expectations for real-time, personalized brand interactions. According to Adobe’s 2026 AI and Digital Trends survey, 25% of customers now rely on AI-powered platforms for information and recommendations, eclipsing traditional brand websites and online reviews. To meet these demands, C-suite leaders must enhance customer experiences effectively.

However, many brands face challenges due to outdated infrastructure that creates data silos, hampering the ability to deliver high-quality, on-brand content across various channels. With consumers consuming 72% more reviews and 69% more influencer content, the urgency to upgrade marketing strategies is undeniable.

AI-powered Customer Experience Orchestration (CXO) offers a solution by integrating data seamlessly across teams and channels, enabling brands to foster loyalty and enhance visibility. CXO technology empowers organizations to build and manage AI agents capable of processing complex customer inquiries swiftly.

1. Improving Customer Engagement: By unifying insights and data management, CXO personalizes interactions, thereby strengthening brand loyalty.

2. Strengthening the Content Supply Chain: AI-enhanced CXO upgrades the production of personalized marketing campaigns, accommodating the growing need for rapid implementation of tailored content.

3. Boosting Brand Visibility: As generative engine optimization (GEO) becomes vital for brand discovery, CXO ensures marketing content is optimized for AI search, enhancing online engagement.

Major brands are already leveraging CXO tools for success. Coca-Cola implemented a CXO strategy in Latin America, coordinating fragmented data to personalize shopping experiences, which led to an 89% conversion rate among re-engaged shoppers. Amazon Fresh utilized CXO to streamline production processes, reducing time by 93% for campaign visuals. Similarly, Estée Lauder adopted CXO to enhance creative workflows across 25 beauty brands, enabling faster, more personalized marketing outputs.

As the demand for real-time, meaningful brand interactions escalates, integrating CXO strategies positions organizations to lead in customer loyalty and sector innovation.

Since its launch nearly a year ago, Lowe’s AI-powered assistant, Mylow, has significantly transformed the customer experience by enhancing product research and project planning. Customers now engage with Mylow using complete sentences rather than a series of keywords. This conversational approach enables a more intuitive search for project assistance, exemplified by queries like, “How do I start my kitchen renovation project?”

Lowe’s is leveraging insights from Mylow to seamlessly integrate both online and in-store shopping experiences. By allowing customers to save their project information in profiles, in-store associates can access this data to provide personalized assistance, ensuring that customers can physically interact with products that meet their needs. For example, an associate can follow up about new tiles a customer was considering, streamlining the connection between online planning and in-store shopping.

Beyond personalized interaction, the Mylow Companion app empowers associates with instant access to information. Employees can inquire about products through text or voice commands, improving their ability to assist customers with specific needs.

Furthermore, Lowe’s offers over 4,000 articles focused on home improvement, accessible through AI-driven searches. This resource allows customers to find answers to common maintenance questions, enhancing their engagement in DIY projects.

As Lowe’s refines its algorithms for better personalization, the company is committed to building trust in AI technologies. By ensuring that third-party agents can accurately access Lowe’s information, the retailer aims to create a dependable and efficient shopping journey, preparing for the increasing integration of AI in consumer behavior.