“Customer experience is not about selling a product anymore. It’s about selling trust.” Cisco Webex: Turning Agentic AI Into Trusted Customer Engagement, As Cisco Live spotlights agentic AI, security and observability, Vinod Muthukrishnan explains why Webex Customer Experience sits at the front line of AI adoption
By Doug Green
“Customer experience is not about selling a product anymore. It’s about selling trust.”
That was the larger message from Vinod Muthukrishnan, Vice President and General Manager of Webex Customer Experience at Cisco, in this Technology Reseller News podcast recorded at Cisco Live.
Muthukrishnan connects several of the biggest themes at Cisco Live — agentic AI, observability, security and the network — to the place where they ultimately become real: the customer experience.
As AI moves into customer-facing environments, the stakes change. An autonomous agent may access corporate data, customer information, PII and confidential systems. It may then act autonomously and communicate directly with customers, partners and outside entities.
Put those steps together, Muthukrishnan says, and the threat surface becomes potentially “infinite.”
That is why he argues that AI-powered customer experience cannot be treated simply as a front-end application opportunity. “For me, it’s an infrastructure game,” says Muthukrishnan. The ability to observe, secure, manage and respond to AI-driven systems at machine scale becomes essential.
The conversation reflects a larger shift in the contact center and customer experience market. AI is no longer just a tool for routing calls, answering routine questions or assisting agents. It is becoming a new operating layer for customer engagement. That creates major opportunities for better service, faster resolution and more personalized interactions. But it also raises new questions about trust, governance, data access and operational control.
For Cisco Partners, MSPs and enterprise teams, that changes the conversation. The question is not simply how to add AI to the contact center. The question is how to build a secure, observable and trusted CX environment where AI can operate safely and effectively.
Muthukrishnan’s message is that Webex Customer Experience is positioned at that intersection. CX is where the promise of AI meets the expectations of real customers. It is also where enterprises will need to prove that autonomous systems can be useful, secure and trusted.
In this podcast, Muthukrishnan outlines how Cisco Webex is approaching that challenge and why trusted customer engagement may become one of the defining measures of success in the AI era.
Learn more at: https://www.webex.com/contact-center.html