Cisco at Mobile World Congress 2025: Elevating Customer Experience with AI-Driven Networking

Customer experience (CX) has become a decisive factor in service provider success especially with AI-driven Networking. With AI adoption accelerating, network reliability and performance play a crucial role in shaping customer satisfaction. At Mobile World Congress 2025, Cisco unveiled its Agile Services Networking innovations, designed to empower service providers to enhance CX while optimizing operations.

With new assurance capabilities, Cisco enables real-time visibility into both on-network and off-network connectivity. Service providers can now build resilient, AI-ready experiences for home and mobile subscribers. Companies like Arelion, Lumen, and Reliance Jio are already leveraging these innovations to improve performance, reduce costs, and boost customer engagement.

A CX-Driven Approach to Networking

As AI reshapes industries, service providers must adapt to meet rising customer expectations. Cisco’s Agile Services Networking simplifies network operations while introducing AI-powered insights for proactive service management. By integrating high-speed Silicon One routing, a unified software experience, and converged IP and optics, Cisco offers a seamless and efficient network architecture.

Jeetu Patel, Cisco’s Executive Vice President and Chief Product Officer, emphasized the transformative impact of AI. He highlighted how service providers can modernize infrastructure, reduce costs, and unlock new revenue streams. This customer-first approach ensures that networking innovations translate into better experiences, higher satisfaction, and stronger brand loyalty.

End-to-End Assurance for Seamless Experiences

To differentiate services, visibility and assurance have become key. Cisco introduced two new solutions under Agile Services Networking that enable end-to-end network performance insights:

• ThousandEyes Connected Devices: This platform extends AI-powered network visibility to service providers, monitoring subscriber experiences from home networks to cloud-based services. By detecting last-mile issues in real time, service providers can proactively resolve problems before customers notice them.
• Provider Connectivity Assurance: This AI-powered solution enhances mobile service provider networks by providing real-time traffic insights and predictive demand intelligence. With this data, providers can optimize network performance, reduce congestion, and improve spectrum utilization dynamically.

With these capabilities, companies like Virgin Media O2 and Odido are already enhancing CX. Virgin Media O2 uses ThousandEyes Connected Devices to deliver proactive Smart Support services, ensuring seamless in-home connectivity. Odido leverages Provider Connectivity Assurance to gain deeper insights into network latency, throughput, and application performance, leading to better service reliability and customer retention.

Why AI-Driven Visibility Matters for CX

Customers expect instant, uninterrupted, and high-quality connectivity. Any downtime or lag leads to frustration, which can result in negative reviews and increased churn. Cisco’s new assurance capabilities allow service providers to identify potential issues before they impact users.

This shift from reactive to proactive network management enhances trust and loyalty. By ensuring consistent and seamless connectivity, providers can differentiate themselves from competitors, who may still rely on traditional, less-intelligent network monitoring.

Innovation as a Service: A New Model for Growth

Cisco’s latest enhancements also introduce new capabilities within its Mobility Services Platform, aimed at helping mobile network operators grow. These innovations include:

• Application and API Ecosystem: Service providers can now integrate AI-powered applications into their offerings, creating new revenue opportunities.
• Advanced Network Services: Tailored for users, businesses, and IoT devices, these services ensure high performance and security.
• Everything-as-a-Service (XaaS) Model: By delivering networking as a service, providers can offer subscription-based solutions, making high-quality connectivity more accessible and scalable.

This flexible approach allows service providers to stay ahead of customer needs, optimize resources, and drive long-term engagement.

How Early Adopters Are Transforming CX

Companies adopting Cisco’s AI-driven networking solutions are already seeing measurable improvements. These enhancements have led to:

• Higher Net Promoter Scores (NPS): Improved network visibility and proactive issue resolution contribute to increased customer satisfaction.
• Lower Churn Rates: Predictive analytics help prevent service disruptions, keeping customers engaged.
• Increased Monetization Opportunities: Service providers can introduce premium AI-enhanced connectivity services, creating new revenue streams.

For instance, Virgin Media O2’s Smart Support Service, powered by ThousandEyes Connected Devices, has significantly reduced troubleshooting time. Customers experience faster resolutions, fewer service disruptions, and greater confidence in their provider.

Similarly, Odido Netherlands benefits from Provider Connectivity Assurance, which eliminates the need for additional hardware. This streamlined implementation ensures a frictionless upgrade that enhances network performance without extensive infrastructure overhauls.

A Future-Ready Network for the AI Era

As AI continues to evolve, the demand for ultra-reliable, high-performance networks will only increase. Cisco’s Agile Services Networking provides service providers with a robust framework to scale operations, improve CX, and stay competitive.

By integrating AI-powered assurance, predictive analytics, and real-time visibility, Cisco is redefining how networks support customer expectations in a digital-first world. The result? Stronger customer relationships, reduced operational complexity, and a path toward sustained business growth.

At Mobile World Congress 2025, Cisco has made one thing clear: CX is no longer just about connectivity—it’s about creating seamless, intelligent, and proactive digital experiences.