Vinod Muthukrishnan — VP and COO, Webex Customer Experience, Cisco
Published:
We discovered one client added a minor surcharge in step three of checkout. It wasn’t the cost—it was the surprise. That surprise was generating calls.
What does Vinod Muthukrishnan say on The Agile Brand with Greg Kihlström?
Vinod Muthukrishnan, VP and COO, Webex Customer Experience, Cisco, says: Vinod Muthukrishnan, VP and COO of Webex Customer Experience at Cisco, discusses rethinking contact centers by embedding AI into the core of CX rather than treating it as an add-on. He argues AI should make experiences proactive, context-aware, and follow through on promises via automation, shifting service from a reactive cost center to a driver of trust and loyalty. The conversation emphasizes reducing friction, preventing issues, and ensuring actions match agent commitments.
From: The Agile Brand with Greg Kihlström
Cite as: Vinod Muthukrishnan. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/vinod-muthukrishnan-we-discovered-one-client-added-a-minor-surcharge-in-step-thr