What does it take to manage customer experience across the entire lifecycle for one of the world’s largest technology companies? Carlos Pereira, Fellow and Chief Architect of CX at Cisco, reveals the comprehensive strategy behind Cisco CX in this must-watch conversation from Cisco Live Amsterdam.
This in-depth discussion unveils how Cisco has fundamentally reimagined customer experience beyond traditional support models. Discover why Cisco CX encompasses far more than contact centers, covering everything from initial product deployment through adoption optimization, expansion, and strategic renewals. Pereira explains the organizational structure that touches every Cisco customer while scaling through an extensive partner ecosystem.
The conversation explores cutting-edge topics that will shape the future of enterprise customer experience. Learn how Cisco uses data-driven feedback loops to connect customer insights directly back to product engineering teams. Understand the evolution from simple feature-based metrics to sophisticated intent-based adoption measurement that aligns with actual business outcomes customers seek to achieve.
Key topics covered in this video
Pereira provides exclusive insights into Cisco IQ, the unified AI-powered platform that represents a fundamental shift in service delivery. Discover how this single interface consolidates previously fragmented tools while leveraging artificial intelligence for augmented insights and full automation. The discussion reveals practical applications including asset reconciliation, telemetry-driven recommendations, and API integrations that feed insights into customer environments.
For organizations concerned with data sovereignty, this conversation delivers critical information about deployment flexibility. Learn how Cisco addresses government, defense, and European sovereignty requirements through three distinct deployment models—from SaaS to fully air-gapped on-premises installations. Pereira explains the innovative approaches Cisco uses for AI models in isolated environments, including small language models and integration with customer-managed AI systems like Mistral.
The discussion tackles one of the most pressing questions in enterprise technology: how will AI impact customer experience roles? Pereira articulates Cisco’s philosophy that combines AI, automation, and human intelligence rather than viewing AI as a replacement for expertise. Discover concrete examples of how AI handles repetitive mechanical tasks while freeing human experts for strategic judgment calls.
Business outcomes you’ll learn about
- How Cisco CX covers the complete customer lifecycle from landing through renewal
- The data-driven feedback mechanisms connecting customer experience to product development
- Evolution from product feature metrics to intent-based adoption measurement
- Cisco IQ’s unified platform approach and AI-powered automation capabilities
- Three deployment models addressing varying sovereignty requirements
- AI model strategies for air-gapped government and defense environments
- The balance between AI automation and human expertise in customer success
- Measurable efficiency gains and renewal rate improvements from agentic systems
- How partner ecosystems extend CX reach while maintaining service quality
Whether you’re responsible for customer experience strategy, evaluating enterprise technology platforms, or seeking to understand how AI will reshape customer success operations, this conversation provides rare insights from one of Cisco’s senior architects. Watch now to discover how the principles and practices Pereira describes can inform your own customer experience transformation initiatives.