Riyadh, Saudi Arabia (TN Media News): Cisco has unveiled its predictions for a new era in customer experience (CX), highlighting the transformative role of artificial intelligence (AI), hyper-personalization, rich communication services (RCS), and unified customer data. These advancements are expected to redefine engagement, enhance loyalty, and meet the rising expectations of customers in the Middle East and beyond.
AI at the Heart of Customer Experience
AI is emerging as the driving force behind next-generation CX. Cisco’s insights indicate that businesses leveraging AI for customer experience can improve efficiency, deliver faster resolutions, and create more personalized interactions.
According to Ahmad Zureiki, Director of Collaboration Business at Cisco Middle East and Africa:
“CX leaders are approaching AI with a clear, strategic focus that prioritizes customer impact, agent empowerment, and operational efficiency. AI adoption will not only enhance engagement but also redefine service benchmarks in the region.”
AI Agents Redefining Self-Service
AI agents will offer human-like interactions across voice and digital channels, providing faster and more effective resolutions. These intelligent virtual agents free human representatives to handle complex or high-value cases.
The accessibility of low-code and no-code tools will accelerate AI adoption, enabling non-technical employees to deploy and refine solutions. Cisco’s global study found that 79% of CX Leaders already use AI virtual agents, compared to just 7% of CX Laggards.
Hyper-Personalization: The New Standard
AI will drive hyper-personalization by analyzing customer data to anticipate needs and create tailored journeys. This approach allows businesses to seamlessly transition between automated and human-assisted interactions, improving satisfaction and loyalty.
Proactive communication is central to this transformation. Timely, automated messages can resolve issues before they arise, strengthen relationships, and set new expectations. Cisco’s research shows that 61% of CX Leaders deliver proactive communications using AI.
Rich Communication Services (RCS) on the Rise
RCS adoption is expected to surge as its availability expands across both iPhone and Android devices. With rich media capabilities, interactive messaging, and end-to-end encryption, RCS will become the standard for secure, engaging digital communication.
Brands can leverage RCS for promotions, reminders, and real-time customer support, elevating digital engagement and building trust.
The Power of Unified Customer Data
Unifying customer data is crucial for delivering AI-powered, hyper-personalized experiences. Businesses that consolidate data from multiple sources can gain a holistic view of customer behavior, leading to faster resolutions and seamless multi-channel interactions.
Unified data also enables predictive engagement, helping businesses identify trends, reduce friction, and refine experiences at every touchpoint. Cisco’s Webex Contact Center exemplifies this approach, connecting real-time data with AI-powered self-service and agent tools to drive meaningful business results.
