May 27, 2025 • 2 min read
Cisco’s latest global research on Agentic AI signals a seismic shift in how businesses will deliver customer experience.
The study, spanning 7,950 decision-makers across 30 markets, finds that 56% of all CX interactions are expected to be handled by Agentic AI within just 12 months, jumping to 68% within three years.
The report positions Agentic AI not as an enhancement, but as the new operating system of customer relationships. And for vendors, the message is clear: adapt or become obsolete.
📊 Key Findings from the Report
Timeframe Shock:
56% of customer interactions expected to be AI-led within 12 months; 68% by 2028.Customer Expectations:
93% believe Agentic AI will enable more personalized, proactive, and predictive CX.
88% are confident it will help achieve business goals.CX Is Now a Strategic Lever:
92% say support services from vendors are more critical than ever due to rising IT complexity.Not Just Automation—Agency:
Agentic AI refers to intelligent systems with memory, reasoning, and decision-making capability—task-aware and proactive, not just reactive.Ethics & Trust Front and Center:
99% say robust governance is non-negotiable.
77% warn that failure to prioritize the human-AI balance will damage reputations.Revenue Impact:
52% expect successful Agentic AI deployment to increase customer spend.
Our Take
Cisco’s research validates what we’ve long suspected: Agentic AI is the next competitive battleground in CX. The shift will favor vendors who act fast, integrate responsibly, and strike the right balance between machine precision and human empathy.
For CX leaders, it’s time to move beyond “experiments” and into full-scale operational deployment. Customers are no longer waiting for your AI roadmap; they’re expecting it now.
The future of CX will be won by those who orchestrate AI, human talent, and trust into a unified, intelligent experience. The leaders are already sprinting.