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The AI Advantage With Liz Centoni: How Cisco is Making Customer Experience Hyper-Personal 6j1fe
15/04/2025
15/04/2025
Episode: AI with Maribel Lopez featuring Liz Centoni, EVP & Chief Customer Experience Officer...
Episode: AI with Maribel Lopez featuring Liz Centoni, EVP & Chief Customer Experience Officer at Cisco
Guest Profile
Liz Centoni brings over 25 years of experience at Cisco where she currently leads a team of 20,000+ people dedicated to helping customers maximize the value of their technology investments. She also serves on the boards of Mercedes-Benz and Workday.
Episode Highlights
Cisco's Unique Position in the AI Landscape
Liz outlines Cisco's three-pillar approach to AI:Investment in back-end AI networks with hyperscalers
Enterprise deployment of secure AI use cases
Meeting increased capacity requirements for both private and public front-end cloud networks
Recent partnership with NVIDIA to accelerate AI adoption and simplify building AI-ready data centers
Transforming Customer Experience
Vision for customer experience: personalized, proactive, and predictive
Goal: Make every customer "feel like they are our only customer"
Leveraging data across tech stacks to break down silos and deliver proactive experiences
Using AI to reduce cognitive load and workplace friction for employees
AI Renewals Agent: A Case Study in Predictive AI
tly developed with Mistral AI and announced in February 2025
Consolidates data from 50+ signals and sources (both structured and unstructured)
Provides real-time sentiment analysis by incorporating customer data
Expected to reduce time spent on renewal proposals from 40% to less than 5%
The Future of Agentic AI
Moving from AI as a tool to AI as a teammate
Current focus on assisting and augmenting tasks, not replacing roles
Human oversight remains critical for complex customer networks
Evolution from reactive to proactive customer care
Impact on Jobs and Work
Expectation that everyone needs baseline AI skills
Historical pattern of rebalancing versus complete replacement
Focus on using AI to eliminate busy work and reduce cognitive load
Importance of emotional intelligence and empathy in areas where AI still falls short
Closing Thoughts
Liz's definition of success: "Customers walk up and say, 'You really know me better than I know myself'... and they feel they can't live without three things: Cisco's security, Cisco's networking portfolio, and Cisco services."