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Explore 2025 ZKast #183 - 🚀 Transforming Customer Exp: Cisco CX Leader Liz Centoni on AI and Simplicity with 24,932 views, 4 likes, and 1 comments. Experience the impact of this video content that has captured audience attention.

The networking landscape is becoming simultaneously more critical and more complex than ever before. In this episode of ZKast, Zeus Kerravala of ZK Research sits down with Liz Centoni, the leader of the Customer Experience (CX) organization at Cisco, during Cisco Partner Summit 2025. Liz, a long-time Cisco product veteran, shares her vision for CX, the strategic importance of bringing product and services together, and how her team is leveraging AI to simplify complex environments, drive proactive support, and empower partners. Key Discussion Points: CX's Broad Mandate: Liz details the CX organization's comprehensive role, encompassing Professional Services (plan, design, implementation), Customer Success (adoption), Renewals (software and services), and Customer Support. It’s the full, end-to-end customer lifecycle. The Power of Product Background in CX: Liz explains how her extensive product background is crucial for breaking down organizational silos and ensuring Cisco delivers superior customer outcomes across the entire technology lifecycle—from product design to adoption and support. Navigating the Duality of Complexity and Importance: With over 90% of executives recognizing the network's importance yet finding it more complex, Liz discusses how CX is helping customers modernize their environment through automation and simplification. The goal is to move administrators away from manual tasks (which currently consume 50% of their time) to focus on resilience and security. AI's Impact on Infrastructure Readiness: The move from AI experimentation to production deployment is driving intense complexity. Liz notes that most customer infrastructure—networking and security—is not yet ready for demanding AI workflows. CX is focused on helping customers bridge this gap, addressing talent shortages, and automating configuration issues (still a quarter of all service requests). Cisco IQ: The Platform for Customer Experience: Launched at Cisco Live, Cisco IQ is a single, intuitive, unified interface for customers’ support and professional services needs. It provides dynamic visibility into assets, security risks, and simplifies overwhelming documentation (like reducing a 7,200-page hardening assessment to a relevant summary). AI Infusion in CX Today: Cisco CX has fused its 40+ years of expertise with Gen AI and automation. Today, 91% of their 1.5 million support cases are "touched by AI and automation," leading to much higher consistency and solving complex cases significantly faster. Partner Enablement with Cisco IQ: Cisco strategically launched Cisco IQ at Partner Summit to enable partners. The platform allows partners to use its deep insights and assessments to engage customers at a more strategic, high-value level, moving beyond service request processing and driving higher profits and margins. The Future of CX: Proactive as Table Stakes: Liz looks ahead, anticipating a future where proactive support is the baseline, leading to fewer service requests. AI-driven agents, capable of detecting emotion via voice, will handle low-severity cases, freeing human teams to focus on strategic optimization, new services (like Quantum Readiness Assessments), and elevating the customer relationship. 🔔 Don't miss out on future ZKast interviews! Hit the Like button and Subscribe to my channel! #CiscoPartnerSummit #CiscoCX #LizCentoni #ZeusKerravala #ZKRResearch #AIinNetworking #CustomerExperience #CiscoIQ #DigitalTransformation #ITAutomation #NetworkSecurity #CXInnovation

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