Webex by Cisco at CCW 2025: Redefining the Future of CX with AI

Last week at Customer Contact Week (CCW) 2025 in Las Vegas, Webex Customer Experience (CX) took the opportunity to showcase how AI is transforming experiences and redefining the future of customer service and contact center operations.

Webex Customer Experience solutions leverage AI as a foundation to ensure organizations can deliver the vision of customer experience excellence. Aspects like automation and intelligence seek to anticipate customer needs, deliver always-on service and create personalized experiences making customers feel valued in every single interaction. Combined with robust analytics and a unified data layer, businesses are able to make decisions faster while delivering impactful business results.

Through interactive booth activations, thought-provoking discussions, and an inspiring closing keynote, we shared our vision for how organizations can harness the full potential of AI to meet rising customer expectations.

From the coffee bar buzzing with activity to the keynote stage where industry leaders tackled the biggest opportunities and challenges in CX, one message was clear: AI is not the end goal-it’s the tool that, when paired with the right data strategy and organizational focus, creates truly impactful outcomes.

Check out the highlight reel from CCW.

Six trending topics at CCW

AI may have taken center stage as a topic of conversation, but several underlying themes emerged as the Cisco team engaged with attendees on the show floor:

AI is a tool that needs to be harnessed correctly. Technology is only as powerful as the strategy behind it. Organizations need to align their AI initiatives with clear goals that serve both business outcomes and customer needs.
Data strategy is everything. The ability to unify and leverage data is the cornerstone of AI success. Without a robust data foundation, even the most advanced AI tools will fall short.
Customer journey data has the potential to produce insights to action. AI enables organizations to transform raw customer interactions-like calls and transcripts-into actionable insights that drive meaningful change.
Adoption issues aren’t about technology. Success with AI depends on organizational readiness, cross-functional alignment, and a clear understanding of the “why” behind adopting AI.
Understanding the right measurements. Measuring the right metrics, such as customer satisfaction, customer effort, retention, and resolution time, ensures AI projects are delivering real value.
Find your “why” in AI. AI strategies that are grounded in purpose and aligned with business priorities are the ones that deliver the greatest impact.

Booth Highlights: Bringing Webex CX Solutions to Life

Cisco’s booth was a must-visit destination for CCW attendees, offering hands-on experiences that demonstrated the power and simplicity of Webex Customer Experience Solutions.

Webex Cafe Coffee Bar Experience: Attendees were able to enjoy a seamless, autonomous AI Agent ordering journey powered by Webex technology. From placing an order to receiving their coffee, they experienced firsthand how AI can deliver frictionless, intuitive customer interactions.
Building Your Own AI Agent: Visitors also had the opportunity to sit down with Cisco product experts and design their own Webex AI Agent. This hands-on session showcased how intuitive and customizable the Webex design environment is, empowering businesses to create AI agents tailored to their specific needs.

The buzz around the booth was undeniable, with attendees leaving inspired by how accessible and impactful AI-powered customer service can be when paired with the right solutions.

Catch a few thoughts from Vinod Muthukrishnan on the show floor talking AI in CX.

A noteworthy detail that stood out above the rest – Cisco was named a 2025 Customers’ Choice for Contact Center as a Service on Gartner Peer Insights! Receiving a rating of 4.7 out of 5 stars, Webex Contact Center is seen as an impactful solution among customer experience professionals. Download the report to learn more!

Closing Keynote: The Future of CX and AI

Cisco closed CCW 2025 with an electrifying keynote featuring Vinod Muthukrishnan, COO & VP at Webex by Cisco, Tommy Walker, VP at Valeris, and Jason O’Dell, VP at First Horizon, alongside ABC correspondent Rebecca Jarvis. Together, they explored the transformative potential of AI in CX, offering attendees a roadmap for success in a rapidly evolving landscape.

Key Insights from the Discussion:

Now is the time to embrace an AI-first strategy; AI and CX coming together represents one of the largest technology opportunities of our time. Customer expectations for fast, personalized, and seamless interactions have never been higher. AI is the only way to meet these demands at scale while optimizing operational efficiency.
AI augments, not replaces, humans. AI assistants aim to empower human agents to work smarter, not harder, while delivering better customer outcomes.
Voice remains the hardest channel to solve for. To effectively manage voice interactions, businesses need a trusted provider with global reach, scalable networks, and advanced AI capabilities.
Omnichannel must be seamless. Siloed channels create frustration for customers and unnecessary costs for businesses. AI enables seamless transitions and unified experiences across all touchpoints.
Proactive engagement is key. By addressing customer needs proactively, businesses can minimize reactive service issues and build stronger relationships.
The contact center is a CX intelligence hub. AI-powered insights from the contact center can inform marketing, product development, and service strategies, creating a feedback loop that benefits the entire organization.

The panel emphasized that businesses adopting AI-first strategies today will gain a significant competitive edge. AI-powered tools can deliver superior experiences, drive loyalty, and optimize efficiency, making them essential in an increasingly competitive landscape.

Learn more about Webex Customer Experience Solutions

Final Thoughts: Charting the Path to AI Success

AI once again stole the show at CCW 2025, with organizations eager to explore how it can transform their customer experiences. However, as Cisco emphasized, successful AI adoption is a process-one that requires:

Internal alignment and committee-based decision-making
A clear understanding of customer needs and expectations
Investment in unifying data to lay the foundation for AI success
A trusted partnership with a technology vendor that understands the importance of anticipating customer needs, data aggregation, security and privacy in the AI era of CX.

At Cisco, we believe AI is not just a tool for efficiency, it’s a catalyst for innovation and growth.

Stay tuned for more insights on how Webex Customer Experience is driving the next wave of CX innovation. Contact us to learn how Cisco can help transform experiences for your enterprise with an AI-first approach.

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