Where to Begin, What to Augment and When to Optimise, Integrate or Replace in the Age of AI

As AI becomes a routine capability in customer engagement, leaders face a pressing operational question: where should modernisation begin, and which parts of the contact-centre stack should be augmented, integrated or replaced? Many organisations assume legacy platforms are the primary blocker. In practice, fragmented data, inconsistent processes and unclear ownership often determine whether a capability delivers value or creates risk. The core challenge is choosing an approach that improves resolution and customer continuity while avoiding disruption to service.

In this facilitated, peer-led discussion we will examine how to identify immediate opportunities for automation and personalization, sequence progressive augmentation, and recognise the signals that indicate a platform change is necessary. We will also address trust and control: how to protect customer data, stay compliant with security and regulatory requirements, and maintain human oversight as AI takes on more autonomous actions. Join Cisco and a select group of CX and contact-centre leaders to compare practical modernisation roadmaps, test trade-offs, and leave with clearer criteria for what to retain, what to augment, what to integrate and when replacement is the right choice.

Cisco is the worldwide technology leader that is revolutionizing the way organizations connect and protect in the AI era. For more than 40 years, Cisco has securely connected the world. With its industry-leading AI-powered solutions and services, Cisco enables its customers, partners and communities to unlock innovation, enhance productivity and strengthen digital resilience. With purpose at its core, Cisco remains committed to creating a more connected and inclusive future for all.