# Cisco Empowers Partners with AI Insights to Enhance Customer Support

> Cisco's recent Partner Summit revealed a strategic shift in partner economics, emphasizing the need for customers to demand more from their partners. With the introduction of the AI-powered Cisco IQ platform, partners are now better equipped to deliver real-time insights and support.

**Source**: networkworld.com | **Published**: 2026-10-28 | **Type**: article

## Key Facts

- Cisco's partners now have access to AI-driven data, enhancing customer insights and support.
- AI models trained on customer data outperform general models by 20%, boosting partner value.
- Agents consume 7x more tokens than humans, highlighting a critical cost management challenge.
- Cisco's increased sales force and incentives aim to reduce friction and enhance partner collaboration.
- Trust in partners is essential for leveraging AI, shifting focus from price to strategic capabilities.

## Summary

At the recent Cisco Partner Summit, Cisco unveiled significant changes aimed at enhancing the role of its partners in the rapidly evolving landscape shaped by artificial intelligence (AI). This initiative is crucial as approximately 90% of Cisco's bookings are processed through these partners, making them the primary interface for customers engaging with Cisco’s technology. The shift signals a new era in which customers should demand more from their partners, particularly in terms of data-driven insights and proactive support.

The summit highlighted a strategic pivot in partner economics and product offerings, with President and Chief Product Officer Jeetu Patel emphasizing the critical importance of partners in today’s market. He articulated a vision where partners not only sell Cisco products but also play a pivotal role in customer success through enhanced data visibility and AI capabilities. The introduction of Cisco IQ, an AI-powered support and lifecycle platform, allows partners to access real-time insights about customers' installed bases. This tool enables partners to provide informed assessments of vulnerabilities and support needs, which is a substantial shift from previous practices where partners lacked comprehensive visibility.

The implications of this shift are profound. Customers can now expect their partners to arrive equipped with actionable data rather than mere quotes. This change enhances the partner-customer relationship, as partners are now better positioned to deliver tailored solutions based on a thorough understanding of the customer’s environment. For instance, Generali, a customer already utilizing Cisco IQ, significantly reduced the time required to assess security advisories across thousands of devices, illustrating the tangible benefits of this new approach.

Cisco’s Model Foundry, another key announcement, allows partners to customize AI models using customer data. This capability not only enhances the technical value of the partnership but also raises critical questions about data ownership and privacy. As partners leverage customer data to train AI models, organizations must be vigilant about understanding the implications of sharing their operational data. Clarity around data governance will be essential as companies navigate these new partnerships.

Patel also addressed the need for improved security measures in light of increasing cyber threats. The introduction of Live Protect, which applies real-time defenses while patches are being deployed, exemplifies Cisco's commitment to proactive security. This approach shifts the expectation for partners from reactive responses to preemptive risk management, urging them to develop modernization plans before incidents occur. The urgency for such measures is underscored by the rapid pace of cyber threats, where the time to exploit vulnerabilities is shrinking.

Moreover, Cisco highlighted the rising costs associated with AI operations, particularly regarding token consumption. As AI agents consume significantly more resources than human operators, partners must now assist customers in managing these costs effectively. Cisco’s tools for improving token efficiency will be critical as organizations seek to optimize their AI investments. This focus on cost management signals a broader trend where efficiency will become a competitive advantage in a landscape where all players have access to similar technologies.

Cisco's commitment to reducing friction in partner interactions is also noteworthy. By increasing its sales force and aligning compensation structures with partner incentives, Cisco aims to foster a more collaborative ecosystem. This approach is expected to streamline the process for customers, making it easier to deploy Cisco solutions effectively.

As the market evolves, the expectation for partners will shift dramatically. IT leaders should recalibrate their expectations, demanding not only technical solutions but also strategic partnerships that prioritize data insights, proactive security measures, and cost management. The landscape is moving towards a model where trust and collaboration will define successful partnerships. Companies that embrace these changes and hold their partners accountable will be better positioned to navigate the complexities of AI and cybersecurity in the coming years.

## Entities

- **Companies**: Cisco, Generali, World Wide Technology, Splunk
- **Products**: Cisco IQ, Cisco Cloud Control, Cisco Model Foundry, Live Protect, AI Defense, ThousandEyes
- **Technologies**: eBPF, AI, API
- **People**: Jeetu Patel, Liz Centoni, Tim Coogan, Mark Patterson, Oliver Tuszik

## Key Concepts

partner economics, AI-driven market shift, data visibility, token efficiency, security and observability, customer expectations, partner incentives, trust in AI

## Definitions

- **Cisco IQ**: An AI-powered support and lifecycle platform that provides partners with access to installed-base data and risk insights.
- **Live Protect**: A security solution that applies a compensating shield until a patch is installed, built on eBPF technology.
- **AI Defense**: A security initiative by Cisco aimed at enhancing the defense capabilities of agents against attacks.
- **Model Foundry**: A service that allows partners to post-train Cisco's models on customer data and serve them via an API.
- **token efficiency**: The optimization of token usage by agents, which is critical for managing operational costs in AI-driven environments.

## Use Cases

- Reducing the time to assess security advisories across thousands of devices.
- Post-training Cisco's models on customer data for improved performance.
- Applying a compensating shield to protect against vulnerabilities.
- Tracking GPU use and token consumption for better resource management.
- Bundling ThousandEyes with Wi-Fi access points for easier deployment.

## Frequently Asked Questions

**What should I expect from my Cisco partner in the AI era?**

You should expect your partner to provide data-driven insights, build AI solutions tailored to your needs, and proactively manage security risks before incidents occur.

**How does Cisco IQ benefit customers?**

Cisco IQ gives partners the same visibility into the installed base as Cisco, allowing for more informed discussions and quicker resolutions to issues.

**What is the significance of token efficiency?**

Token efficiency is crucial as agents consume significantly more tokens than humans, impacting operational costs. Managing this effectively can provide a competitive advantage.

**How can partners help with security?**

Partners should implement solutions like Live Protect and AI Defense to ensure rapid response to vulnerabilities and enhance overall security posture.

**What changes are being made to partner incentives?**

Cisco is aligning seller compensation with partner incentives to foster collaboration and ensure that both parties benefit from successful outcomes.

## Links

- [Read on Welcome.AI](https://welcome.ai/content/cisco-empowers-partners-with-ai-insights-to-enhance-customer-support)
- [Original source](https://www.networkworld.com/article/4241463/ciscos-partner-shift-what-customers-should-expect-from-their-cisco-partner-in-the-ai-era.html)
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Source: Welcome.AI | https://welcome.ai/content/cisco-empowers-partners-with-ai-insights-to-enhance-customer-support