Chang Chang — Senior Director, Product, Cloud CX Solutions, Cisco (Webex Customer Experience Solutions)
Published:
Really human agents role has really been elevated and transformed… moving from a transactional role to more of a trusted advisor, handling more complex and emotionally nuanced interaction. …I think first and foremost, I think EQ and empathy will become even more important as these more transactional and easier problems get solved by AI… The other thing that I also see is just more AI fluency. I do think that human agents will probably get even more involved with the AI and the AI agents that are out there in terms of training them, helping curate information for them as well.
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-really-human-agents-role-has-really-been-elevated-and-transf