#777: Cisco's Chang Chang on how AI is turning the contact center into a profit center

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 1 December 2025

⏱️ 24 minutes

🔗️ Recording | iTunes | RSS

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Summary

Is your contact center ready to become a profit center? Agility requires not just adopting new technologies like AI, but also fundamentally rethinking how we structure our teams, measure success, and interact with customers. It demands a willingness to experiment, learn, and adapt quickly in a constantly evolving landscape. Today, we're going to talk about how artificial intelligence is revolutionizing the contact center, transforming it from a cost center into a driver of customer loyalty and revenue growth. To help me discuss this topic, I'd like to welcome Chang Chang, Senior Director, Product, Cloud CX Solutions at Cisco's Webex Customer Experience Solutions. About Chang Chang Chang Chang, Senior Director, Product, Cloud CX Solutions, Cisco's Webex Customer Experience Solutions. Chang is a senior director of product management in the Webex Customer Experience Solutions business at Cisco. With over 14 years of product leadership experience, Chang has held key roles at Intuit and Mighty Audio (an early-stage startup), as well as a management consultant at PwC. Chang holds an MBA from UCLA Anderson. Chang Chang on LinkedIn: https://www.linkedin.com/in/changjonathanj/ Resources Cisco's Webex Customer Experience Solutions: https://www.webex.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	The Agile brand.
0:02.0	Welcome to Season 7 of the Agile brand, where we discuss the trends and topics marketing leaders need to know.
0:15.0	Stay curious, stay agile, and join the top enterprise brands and MARTEC platforms as we explore marketing technology, AI, e-commerce, and join the top enterprise brands and Martec platforms as we explore marketing technology,
0:23.1	AI, e-commerce, and whatever's next for the Omnichannel customer experience.
0:27.8	Together we'll discover what it takes to create an agile brand, built for today and tomorrow,
0:32.1	and built for customers, employees, and continued business growth.
0:36.9	I'm your host, Greg Kilstrom, advising Fortune 1,000 brands on Martec, employees, and continued business growth. I'm your host, Greg Kilstrom, advising Fortune 1000 brands on Martec, AI, and marketing operations.
0:43.3	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology services,
0:49.3	talent services, and real-world application. For more information, go to T-E-K to teK systems.com. To make sure you
0:56.9	always get the latest episodes, please hit subscribe on the app you listen to podcasts on, and leave
1:01.7	us a rating so others can find us as well. And now on to the show. Is your contact center ready to
1:09.0	become a profit center? Agility requires not just adopting new technologies like AI, but also fundamentally rethinking how we structure our teams, measure success, and interact with customers.
1:20.6	It demands a willingness to experiment, learn, and adapt quickly in a constantly involving landscape.
1:26.6	Today we're going to talk about how artificial intelligence is revolutionizing the contact center,
1:32.4	transforming it from a cost center into a driver of customer loyalty and revenue growth.
1:37.4	Tell me to discuss this topic.
1:38.7	I'd like to welcome Chang Chang, Senior Director Product Cloud CX Solutions at Cisco's WebEx Customer Experience Solutions.
1:46.4	Chang, welcome to the show.
1:48.0	Hi, Greg.
1:48.4	Thanks for having me.
1:49.5	Yeah, looking forward to talking about this with you.
1:51.4	Before we dive in, though, why don't you give a little background on yourself and your role at Cisco?
	...

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