Chang Chang — Senior Director, Product, Cloud CX Solutions, Cisco (Webex Customer Experience Solutions)
Published:
Don’t underestimate the change management process… not getting all the buy-in… be clear on the outcome and objectives at the end of the day. And the fourth thing, and maybe the most important thing is don’t forget about the data. AI is only as good as the data that’s feeding it.
What does Chang Chang say on The Agile Brand with Greg Kihlström?
Chang Chang, Senior Director, Product, Cloud CX Solutions, Cisco (Webex Customer Experience Solutions), says: In this episode Chang Chang, Senior Director for Cisco’s Webex Customer Experience Solutions, discusses how AI is transforming contact centers from reactive cost centers into proactive experience engines. He covers measurable ROI from AI deployments, the evolving role of human agents toward empathy and AI collaboration, implementation best practices including change management and data quality, and a future vision of autonomous multi-agent ecosystems enabling proactive, personalized customer interactions.
From: The Agile Brand with Greg Kihlström
Cite as: Chang Chang. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/chang-chang-dont-underestimate-the-change-management-process-not-getti