58. The AI Advantage With Liz Centoni: How Cisco is Making Customer Experience Hyper-Personal
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58. The AI Advantage With Liz Centoni: How Cisco is Making Customer Experience Hyper-Personal
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Guest Profile
Liz Centoni brings over 25 years of experience at Cisco where she currently leads a team of 20,000+ people dedicated to helping customers maximize the value of their technology investments. She also serves on the boards of Mercedes-Benz and Workday.
Episode Highlights
Cisco's Unique Position in the AI Landscape
- Liz outlines Cisco's three-pillar approach to AI:
- Investment in back-end AI networks with hyperscalers
- Enterprise deployment of secure AI use cases
- Meeting increased capacity requirements for both private and public front-end cloud networks
- Recent partnership with NVIDIA to accelerate AI adoption and simplify building AI-ready data centers
Transforming Customer Experience
- Vision for customer experience: personalized, proactive, and predictive
- Goal: Make every customer "feel like they are our only customer"
- Leveraging data across tech stacks to break down silos and deliver proactive experiences
- Using AI to reduce cognitive load and workplace friction for employees
AI Renewals Agent: A Case Study in Predictive AI
- Jointly developed with Mistral AI and announced in February 2025
- Consolidates data from 50+ signals and sources (both structured and unstructured)
- Provides real-time sentiment analysis by incorporating customer support data
- Expected to reduce time spent on renewal proposals from 40% to less than 5%
The Future of Agentic AI
- Moving from AI as a tool to AI as a teammate
- Current focus on assisting and augmenting tasks, not replacing roles
- Human oversight remains critical for complex customer networks
- Evolution from reactive to proactive customer care
Impact on Jobs and Work
- Expectation that everyone needs baseline AI skills
- Historical pattern of rebalancing versus complete replacement
- Focus on using AI to eliminate busy work and reduce cognitive load
- Importance of emotional intelligence and empathy in areas where AI still falls short
Closing Thoughts
Liz's definition of success: "Customers walk up and say, 'You really know me better than I know myself'... and they feel they can't live without three things: Cisco's security, Cisco's networking portfolio, and Cisco services."