Core Insights - Cisco's research indicates a strong demand for agentic AI to transform customer experience in technology services [1][2] - The study reveals that 88% of decision-makers believe agentic AI will help achieve organizational goals, enhancing efficiency and maximizing IT investments [2][3] Group 1: Demand for Agentic AI - A survey of 7,950 global decision-makers shows that 68% expect customer interactions with technology vendors to be handled by agentic AI within three years, with 56% anticipating this shift within the next 12 months [2][3] - 92% of organizations consider the support and services from technology vendors increasingly critical due to rising IT complexity [7][14] Group 2: Benefits of Agentic AI - 93% of respondents predict that agentic AI will enable more personalized, proactive, and predictive services [7] - Customers expect agentic AI to improve IT productivity, save time and costs, and enhance data analytics and troubleshooting [14] Group 3: Human Connection and Governance - Despite the rise of AI, 89% of customers emphasize the importance of combining human connection with AI efficiency for optimal experiences [7] - 99% of respondents stress the need for technology partners to demonstrate robust governance for ethical AI use, with 81% wanting vendors to share their vision for AI-led customer experience [14] Group 4: Competitive Advantage - 81% of respondents believe that vendors successfully delivering agentic AI-led customer experiences will gain a competitive edge [9] - Vendors embracing agentic AI are expected to benefit from data-driven insights, improved scalability, and enhanced customer loyalty [9][8]