Chang Chang — Senior Director, Product, Cloud CX Solutions, Cisco (Webex Customer Experience Solutions)
Published:
I think even more exciting for me is actually this notion of the multi-agent ecosystem where you have all sorts of AI agents interacting with one another. I mean, to the point where you can have an AI agent on one brand interacting with an AI agent for another brand and taking care of an issue for you.
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-i-think-even-more-exciting-for-me-is-actually-this-notion-of