Lessons and best practices from Webex customers on how to leverage AI to elevate customer and employee experiences.
At Webex, we’re committed to helping organizations deliver exceptional experiences—for both their customers and employees. We believe AI is more than just a tool; it’s a game-changer. But unlocking its true potential requires shared learning, thoughtful strategy, and practical application.
To get a better understanding of how AI is transforming customer and employee experiences, we surveyed hundreds of organizations to quantify the outcomes.
To complement these findings, we facilitated a series of in-depth conversations with Webex AI users across industries and today, we’re excited to share our findings with you.
Moving beyond outcomes: A look behind the scenes.
Our customer conversations provided a deeper understanding of what’s happening behind the metrics, focusing on the strategies, decisions, and shared challenges that shape meaningful AI outcomes. These discussions uncovered valuable insights and revealed key themes for leaders in navigating the journey to AI adoption.
The 5 pillars for AI adoption.
1. Navigate uncertainty with structure.
In an era where AI regulations and standards are still evolving, organizations are managing ambiguity by establishing cross-functional AI committees and adopting risk-based evaluation frameworks. These structures allow teams to move forward confidently — even in the absence of perfect regulatory clarity.
2. Breakdown silos to form synergy.
What’s the difference between isolated AI projects and those that transform CX or EX?
Leading organizations prioritize cross-functional collaboration. By centralizing communication, aligning IT, HR, and business units, and emphasizing interoperability over isolated pilots, they create synergy across the organization.
3. Build trust—internally and externally.
Trust is foundational to AI success. Some organizations address concerns around data privacy, security, and bias with tailored documentation, established approval pathways, and continuous feedback loops. These measures ensure transparency and accountability for all stakeholders.
4. Sustain momentum through learning.
Long-term AI adoption isn’t just about technology—it’s about people. Successful organizations are fostering community-driven training programs, enabling ongoing learning, and rolling out AI in phases to build momentum. Early adopters are empowered to become champions, driving sustained engagement and adoption.
5. Measure what matters.
Efficiency gains are just the beginning. Leaders in CX and EX are redefining success metrics to include meeting equity, accessibility, and qualitative improvements in employee engagement and customer sentiment. By focusing on what truly matters, they ensure AI delivers meaningful value.
Building a successful AI strategy.
Ready for a deeper dive into what’s actually working—and why?
We’ve compiled these conversations and insights into two resources: Blueprints for AI Success for CX Leaders and Blueprints for AI Success for EX Leaders.
These blueprints provide practical guidance on piloting AI responsibly, scaling what works, and fostering continuous learning through peer networks. It’s not just about implementing AI—it’s about making it meaningful for your organization.
Continuing the journey together.
AI success is not a one-time achievement—it’s an ongoing journey. At Webex, we’re committed to supporting you every step of the way.
Ready to take the next step?
Explore our blueprints today and discover how Webex customers are leveraging AI to elevate experiences for both customers and employees.
Read more:
Beyond the Hype: How Webex AI is Radically Transforming Customer and Employee Experiences
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