Your Customer's Trust is at Stake
PLUS: The real upgrade? Smarter agents, not more dashboards.
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📅 November 9, 2025 | ⏱️ 3-min read
CX is migrating from talk to action. From dashboards to live agents. From reactive to anticipatory. And from technology novelty to strategic discipline. The margin between you and your competitors will no longer lie in “who has AI” but “who uses AI to serve customers in a way they feel. ”
Here’s what you need to know today.
🧠 1. Cisco launches Cisco IQ to unify the entire customer journey
Cisco has released “Cisco IQ,” an AI-powered interface that brings planning, deployment, management, support and optimization of tech investments into one unified, agent-centric experience.
For CX leaders, this signals a shift: it’s no longer enough to fix the next support ticket. The success metric is the whole journey—onboarding, adoption, renewal and advocacy. If your CX architecture still stitches channels post-fact, you’re already behind.
💡 2. Forrester Research warns: 1 in 3 brands may lose customer trust through faulty AI self-service
Forrester’s 2026 CX predictions state that approximately one-third of companies will erode customer trust by deploying generative-AI self-service prematurely or in ill-fitting situations.
Efficiency without relevance becomes friction. You might save cost, but you lose trust—and trust underpins retention and advocacy. As a CX executive, your guardrail must be: does this help the customer, or just reduce your cost?
🤖 3. Expedia Group reports its AI agent now handles over half of service queries
Expedia Group says its AI service agent resolves more than 50% of traveler requests via self-service—helping over 143 million conversations per year.
Travel is high-touch. If you can apply this agentic model there, you can in your CX domain—but only if you map where humans must remain in loop and where machines can escalate. It’s not whole-automation—it’s strategic division of labour.
🤖 4. Powering Better CX in the Age of Agentic AI
CIO explores how “agentic AI” is reshaping customer experience from scripted chatbots to autonomous systems capable of context, recall, and multi-step reasoning. These systems can act—not just reply—within customer workflows.
This is where CX maturity divides. The next advantage won’t come from another platform—it will come from companies that teach their AI how to behave, not just what to say. Governance, escalation, and ethics now become the new differentiators.
Source:
🛠️ Tool of the Day: Dialpad AI Agent
Dialpad’s AI Agent handles full customer conversations—voice and chat—authenticates users, executes workflows, and routes tasks automatically.
This moves you from “assistive AI” to “agentic AI.” As a CX executive, identify one high-volume but moderate-complexity workflow. Pilot an AI agent there. Measure human fallback needs. Scale when the hand-off is seamless and trusted.
Your 1-Minute Action Plan ⚡
Pick a high-frequency customer touchpoint (e.g., billing inquiry, onboarding update). Map the process end-to-end: trigger → agent/AI → resolution → next step. Identify which element is still human-bound, which could be automated now, and what you must measure (customer feeling, trust, resolution quality). Then schedule a pilot for next quarter—don’t wait.
Stay real.
— Mark