In case your technique continues to be “add AI to the contact heart,” this dialog is a wanted reset—overlaying why clients will anticipate continuity throughout channels, why legacy workflows crack beneath AI stress, and the way transparency and safety turn out to be non-negotiable CX options.
“Omnichannel” isn’t the end line anymore. In 2026, clients will anticipate one steady dialog together with your model—throughout channels, codecs, and even weeks later. Kieran Devlin speaks with Vinod Muthukrishnan of Webex Buyer Expertise (Cisco) on why AI is changing into the entrance door and the working system for CX—and why belief should be constructed into the stack, not layered on on the finish.
Key takeaways:
The following CX shift: consistency throughout channels, modalities, and time—so clients don’t should repeat themselves.
AI-first means rebuild: treating AI as an equal participant in workflows (routing, QA, insights, workforce), not a function add-on. Belief as a CX functionality: transparency on “was this AI?”, “why this suggestion?”, and “how was my knowledge used?” with out slowing service.
People get extra useful: AI handles the busywork so brokers give attention to empathy, judgment, and the toughest buyer moments.
