By Liz Centoni,
Publication Date: 2025-12-11 14:00:00
Cisco research reveals organizations’ challenges and readiness to adopt AI
Creating truly fantastic customer experiences is hard. Period. Technology evolves, customer expectations rise, and organizations struggle to keep pace with either, let alone both. But Agentic AI is changing that equation.
I dug into the 2025 Cisco AI Readiness Index and pulled out the key trends shaping how organizations are using AI to transform customer experience.
CX is winning the AI race
Customer experience is where AI, particularly Agentic AI, is making the biggest impact right now. 67 percent of respondents said AI is meeting or exceeding customer experience expectations today, and within the next 12 months, almost half predict further breakthroughs. With 40 percent of respondents anticipating these AI agents will collaborate directly with humans within the next year, this expectation is not only realistic but also a clear reflection of the evolving partnership…
