{"id":8218,"date":"2025-04-11T01:23:01","date_gmt":"2025-04-11T05:23:01","guid":{"rendered":"https:\/\/advertisingweek.com\/aw360\/2025\/04\/11\/beyond-the-hype-how-webex-ai-is-radically-transforming-customer-and-employee-experiences\/"},"modified":"2025-04-11T07:41:41","modified_gmt":"2025-04-11T11:41:41","slug":"beyond-the-hype-how-webex-ai-is-radically-transforming-customer-and-employee-experiences","status":"publish","type":"post","link":"https:\/\/advertisingweek.com\/aw360\/news\/beyond-the-hype-how-webex-ai-is-radically-transforming-customer-and-employee-experiences\/8218\/","title":{"rendered":"Beyond the Hype: How Webex AI is Radically Transforming Customer and Employee Experiences"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><em>By\u00a0<a href=\"https:\/\/newsroom.cisco.com\/c\/r\/newsroom\/en\/us\/executives\/aruna-ravichandran.html\">Aruna Ravichandran<\/a>, SVP &#038; CMO, Collaboration | SVP Product Marketing, Networking at Webex by Cisco<\/em><\/p>\n\n\n\n\n\n<p class=\"wp-block-paragraph\">AI is no longer a futuristic concept \u2013 it\u2019s a game changer for businesses today.<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">As businesses increasingly embrace AI, the results are clear: AI-driven solutions are transforming customer and employee experiences with faster service, improved collaboration, optimized workflows, and reduced costs.<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">In a recent customer survey, Webex sought to understand how AI is reshaping the landscape of\u00a0<a href=\"https:\/\/www.webex.com\/content\/dam\/www\/us\/en\/documents\/pdf\/webex-ai-in-action-infographic-customer-cm-6975-r3.pdf\">customer experience<\/a>\u00a0and\u00a0<a href=\"https:\/\/www.webex.com\/content\/dam\/www\/us\/en\/documents\/pdf\/webex-ai-in-action-infographic-employee-cm-6975-r3.pdf\">employee experience<\/a>\u00a0for our customers. We found that businesses are leveraging AI to streamline operations and enhance agent performance in contact centers, and to empower employees to embrace more productive workstyles.<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">The survey results offered valuable insights, showcasing the tangible benefits of these tools and their potential to further transform customer experience and workplace collaboration.<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">Customer Experience: More Effective Self-Service &#038; Higher Satisfaction<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">AI-powered solutions like Webex\u2019s AI Agent are revolutionizing customer service. AI Agent delivers smarter self-service that enables personalized, conversational interactions while optimizing workflows to improve experiences while reducing costs. Webex asked customers testing the AI Agent in their businesses for feedback. The impact is already clear: customers using Webex\u2019s AI Agent see new opportunities for faster service, lower costs, and a significant return on investment.<\/p>\n\n\n\n\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1430\" height=\"760\" src=\"https:\/\/network.advertisingweek.com\/wp-content\/uploads\/sites\/3\/2025\/04\/ai01.jpg\" alt=\"\" class=\"wp-image-8220\" srcset=\"https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai01.jpg 1430w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai01-300x159.jpg 300w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai01-1024x544.jpg 1024w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai01-768x408.jpg 768w\" sizes=\"auto, (max-width: 1430px) 100vw, 1430px\" \/><\/figure>\n\n<p class=\"wp-block-paragraph\">Agent Impact: Boosted Efficiency &#038; Service<\/p>\n\n\n\n\n\n<p class=\"wp-block-paragraph\">The benefits of AI also extend to the Contact Center workforce.<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">By automating routine tasks and providing valuable support to agents, our AI Assistant enables agents to focus on more complex issues, enhancing productivity and delivering a better overall service experience.<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">Customers using the AI Assistant shared feedback on the positive impact it\u2019s having on their agents\u2019 performance and efficiency.<\/p>\n\n\n\n\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1430\" height=\"760\" src=\"https:\/\/network.advertisingweek.com\/wp-content\/uploads\/sites\/3\/2025\/04\/ai02.jpg\" alt=\"\" class=\"wp-image-8221\" srcset=\"https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai02.jpg 1430w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai02-300x159.jpg 300w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai02-1024x544.jpg 1024w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai02-768x408.jpg 768w\" sizes=\"auto, (max-width: 1430px) 100vw, 1430px\" \/><\/figure>\n\n<p class=\"wp-block-paragraph\">AI is transforming contact centers by driving significant improvements in speed and resolution quality. With faster response times, fewer escalations, and dramatically reduced hold times, AI is reshaping how customers experience service, delivering faster, more seamless interactions.<\/p>\n\n\n\n\n\n<p class=\"wp-block-paragraph\">Employee Experience: Improved Collaboration &#038; Productivity at Work<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">Nearly all respondents reported that Cisco devices help them enable a greater sense of presence and connection for employees, leading to improved collaboration and communication. We also heard from customers using the Cisco AI Assistant for Webex that employees are experiences more efficiencies at work and feeling more productive.<\/p>\n\n\n\n\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1430\" height=\"760\" src=\"https:\/\/network.advertisingweek.com\/wp-content\/uploads\/sites\/3\/2025\/04\/ai03.jpg\" alt=\"\" class=\"wp-image-8222\" srcset=\"https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai03.jpg 1430w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai03-300x159.jpg 300w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai03-1024x544.jpg 1024w, https:\/\/advertisingweek.com\/aw360\/wp-content\/uploads\/sites\/3\/2025\/04\/ai03-768x408.jpg 768w\" sizes=\"auto, (max-width: 1430px) 100vw, 1430px\" \/><\/figure>\n\n<p class=\"wp-block-paragraph\">AI is not just enhancing productivity, it\u2019s redefining how businesses operate, innovate, and compete. With AI-driven customer experiences, empowered employees, and smarter workplaces, organizations are unlocking new levels of speed, efficiency, and impact. The future belongs to those who harness AI to work smarter, serve customers better, and drive real business transformation. We are leading this revolution, helping businesses turn AI potential into AI power, today.<\/p>\n\n\n\n\n\n<p class=\"wp-block-paragraph\">Download the full survey findings for\u00a0<a href=\"https:\/\/www.webex.com\/content\/dam\/www\/us\/en\/documents\/pdf\/webex-ai-in-action-infographic-employee-cm-6975-r3.pdf\">Employee Experience<\/a>\u00a0and\u00a0<a href=\"https:\/\/www.webex.com\/content\/dam\/www\/us\/en\/documents\/pdf\/webex-ai-in-action-infographic-customer-cm-6975-r3.pdf\">Customer Experience<\/a>\u00a0results.<\/p>\n\n\n\n\n\n\n\n<p class=\"wp-block-paragraph\">*Webex AI Customer Survey conducted in February 2025<\/p>\n\n\n\n\n\n<p class=\"wp-block-paragraph\"><strong>About the Author<\/strong><\/p>\n\n\n\n\n\n<p class=\"wp-block-paragraph\"><em>Aruna\u00a0Ravichandran is the SVP &#038; CMO, Collaboration \/ SVP Product Marketing, Networking at <\/em><a href=\"https:\/\/www.webex.com\/\"><em>Webex by Cisco<\/em><\/a><em>. Aruna\u00a0is a recognized leader in SaaS marketing and enterprise technology.\u00a0 Her vision for AI&#8217;s role in shaping customer and employee experiences has made her a sought-after thought leader in the industry.\u00a0<\/em><\/p>\n\n\n\n\n\n<p class=\"wp-block-paragraph\">\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The future belongs to those who harness AI to work smarter, serve customers better, and drive real business transformation. We are leading this revolution, helping businesses turn AI potential into AI power, today.<\/p>\n","protected":false},"author":7,"featured_media":8219,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","editor_notices":[],"footnotes":""},"categories":[1],"tags":[17],"topics":[2],"class_list":["post-8218","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-ai","topics-editorial"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Beyond the Hype: How Webex AI is Radically Transforming Customer and Employee Experiences | AW360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/advertisingweek.com\/aw360\/news\/beyond-the-hype-how-webex-ai-is-radically-transforming-customer-and-employee-experiences\/8218\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Beyond the Hype: How Webex AI is Radically Transforming Customer and Employee Experiences\" \/>\n<meta property=\"og:description\" content=\"The future belongs to those who harness AI to work smarter, serve customers better, and drive real business transformation. 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