This Week in CX: Microsoft’s Customer Service Claim, ServiceNow and Verint Acquisitions, and Cisco’s Agentic AI Vision

This week in the world of customer experience (CX) has been filled with some major developments and acquisitions in the industry. From Microsoft highlighting systemic issues in UK contact centers to ServiceNow acquiring Cuein, a customer service AI provider, and Cisco introducing the concept of an “Internet of Agents,” there is a lot to unpack.

Microsoft’s report on the state of UK contact centers is concerning, with many consumers and contact center staff feeling that the service experience is broken. The study reveals that contact center agents are handling an increased volume of service queries, leading to burnout and long wait times for customers. This highlights the need for improvements in customer service practices and technology.

ServiceNow’s acquisition of Cuein, a customer service AI provider, is aimed at enhancing its agentic AI capabilities. By centralizing support data and leveraging generative AI, ServiceNow hopes to empower customer service teams to answer any kind of question and improve customer interactions. This move solidifies ServiceNow’s position as a leading AI platform for business transformation.

Cisco’s vision for an “Internet of Agents” envisions a system where AI agents from different vendors can communicate and collaborate seamlessly. This approach emphasizes the importance of interoperability to allow agentic AI to reach its full potential. By breaking down “walled gardens” and encouraging collaboration among AI agents, Cisco aims to drive innovation in the industry.

Verint’s acquisition spree of four AI solutions providers, including Cogito and Fonolo, further demonstrates the growing importance of AI in the CX space. These acquisitions will likely power Verint’s specialized bots and enhance its CX Automation innovation. By investing in AI technology, Verint is positioning itself as a leader in the industry.

Overall, this week in CX has been marked by significant developments that highlight the importance of improving customer service practices, investing in AI technology, and fostering collaboration among industry players. As the industry continues to evolve, these developments will shape the future of customer experience.