Cisco’s Vinod Muthukrishnan: AI in CX, Personalization, and the New Contact Center Operating System

Описание: What does an agentic contact center actually look like in practice? In this interview, Justin Robbins of Metric Sherpa talks with Vinod Muthukrishnan, VP & GM of Webex Customer Experience at Cisco, to talk about AI in CX, security, observability, personalization, and why the contact center needs a new operating system.

They discuss why AI deployment should begin with focused use cases and measurable ROI, why AI security and agent performance have to be part of the same conversation, and how better context can make customer experience feel more human instead of more automated.

This conversation is for CX, contact center, operations, and technology leaders trying to move past AI theater and toward systems that actually work.

Topics covered:

AI in customer experience and how to start safely.

Why ROI should stay ahead of investment.

The role of security and observability in AI agents.

How context and personalization change customer interactions.

What Cisco’s approach signals about the future of the contact center.

Read the companion Metric Sherpa blog: “The Contact Center Has a New Operating System.”

https://metricsherpa.com/the-contact-...

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