Cisco analysis reveals organizations’ challenges and readiness to undertake AI
Creating really implausible buyer experiences is laborious. Interval. Expertise evolves, buyer expectations rise, and organizations wrestle to maintain tempo with both, not to mention each. However Agentic AI is altering that equation.
I dug into the 2025 Cisco AI Readiness Index and pulled out the important thing developments shaping how organizations are utilizing AI to rework buyer expertise.
CX is successful the AI race
Buyer expertise is the place AI, notably Agentic AI, is making the most important affect proper now. 67 % of respondents mentioned AI is assembly or exceeding buyer expertise expectations at the moment, and throughout the subsequent 12 months, virtually half predict additional breakthroughs. With 40 % of respondents anticipating these AI brokers will collaborate instantly with people throughout the subsequent 12 months, this expectation isn’t solely practical but in addition a transparent reflection of the evolving partnership between individuals and expertise.
Right here’s why: CX workflows are closely depending on human interplay. The true energy of Agentic AI isn’t changing these people; it’s augmenting them. AI handles the repetitive duties, releasing groups to deal with high-value actions that really create personalised experiences prospects care about.
Agentic AI adoption is coming quick, however most aren’t prepared
Organizations are betting huge on agentic AI’s autonomous capabilities. 83 % plan to deploy AI brokers throughout the subsequent 12 months. However enthusiasm doesn’t equal readiness. Solely 13 % of firms are ready to leverage AI successfully.
The issue? Most orgs are approaching AI adoption backwards. 53 % of respondents are nonetheless navigating AI adoption in silos, working fragmented, opportunistic initiatives as an alternative of constructing cohesive methods. That’s not a deployment plan, that’s hope dressed up as motion.
There’s an enormous hole between AI ambition and AI execution.
Strategic planning is lacking piece
There’s an enormous hole between AI ambition and AI execution. I hear about this continuously from prospects beginning their AI journeys. They wish to transfer the needle. They only don’t understand how.
The reply? A cohesive AI change administration plan. But solely a 3rd of organizations have really constructed one.
Right here’s what an actual change administration plan does: it guides your individuals, course of, and expertise by way of AI prioritization, adoption, and integration. It creates shared understanding throughout the org about what AI can do, what success seems to be like, and the way you’ll get there. Most significantly, it defines particular use circumstances with measurable outcomes, not aspirational energy level.
At Cisco CX, we’ve constructed our AI transformation this manner. We aligned our capabilities with clear expertise and enterprise targets earlier than we began constructing. We outlined the outcomes we wanted to hit. Then we constructed in direction of these outcomes, not towards the good demo.
The way forward for CX begins now
We’re dedicated to serving to prospects bridge the hole between Agentic AI ambition and actuality, making each buyer interplay predictive, proactive, and personalised.
This isn’t a distant imaginative and prescient. Our analysis exhibits 68 % of buyer interactions might be dealt with by agentic AI by 2028. The way forward for buyer expertise is already right here. The one query is whether or not you’re prepared for it.
Study extra — Learn the Cisco AI Readiness Index 2025 and its in-depth report
