Techaisle Blog

Executive Vice President and Chief Customer Experience Officer, Liz Centoni's vision for Cisco's Customer Experience (CX) organization is bold, future-ready, transformative, and complete. This vision is fundamentally reshaping how customers interact with and derive value from their technology investments. Cisco's CX strategy centers on leveraging Generative AI and Agentic AI to move beyond reactive support towards proactive, predictive, and personalized assistance throughout the entire customer lifecycle—from initial planning and deployment to ongoing operation and renewals.

Cisco is achieving this by digitizing decades of historical knowledge, establishing standardized workflows, and developing AI-powered tools, such as intelligent agents, delivered through unified platforms. These innovations provide actionable insights, tailored recommendations, and automated actions. The overarching goal is to revolutionize customer experience by simplifying operations, enhancing customer value, and accelerating time to value for both customers and partners, all while carefully maintaining the critical elements of human expertise and trust. I firmly believe that this forward-thinking strategy positions Cisco CX to enhance resilience and simplify complexity in an increasingly intricate technological landscape.

As an industry analyst at Techaisle, my analysis of Cisco's CX strategy reveals several critical insights. Here, I will delve into the competitive differentiation these developments offer Cisco, their tangible benefits for customers, and the fresh opportunities they unlock for channel partners:

The Amazon Web Services (AWS) Partner Network (APN), launched in 2012, has been instrumental in AWS’s success since its inception in 2006. This vibrant ecosystem fosters collaboration and the development of innovative solutions for customers globally. Recognizing the significant role of small and medium-sized businesses (SMBs) in the global economy, AWS introduced the SMB Competency Program in January 2024 as a strategic initiative tailored to empower partners serving this crucial segment. This program, the first AWS go-to-market specialization explicitly for partners serving SMBs, was developed after extensive discussions with partners to understand their unique requirements deeply. Now, AWS is doubling down on its commitment by introducing a suite of enhanced benefits designed to accelerate the growth of these partners further and enable them to deliver even greater value to their SMB customers.

The AWS SMB Competency recognizes partners with a proven track record of helping SMBs thrive in the cloud by offering rigorously vetted solutions in areas such as migration, modernization, security, data storage, disaster recovery, AI/ML, and SaaS solutions. The inaugural cohort of 30 partners unanimously endorsed the program. This is crucial as 55% of customers view, as per Techaisle data, partner competencies as “absolutely essential” when assessing partner capabilities. The SMB market presents a substantial opportunity, with SMBs and midmarket firms projected to spend over $650 billion on cloud solutions in 2025 – Techaisle data. Notably, AWS is actively focusing on both the "middle" and previously "overlooked" SMB segments, recognizing the evolving channel dynamics and the pivotal role SMBs now play.

The new benefits amplify the existing advantages of the competency, reinforcing AWS's dedication to a thriving ecosystem focused on the unique needs of SMBs. These enhanced offerings include:

The SMB market is at a critical inflection point. As we look beyond 2025, disruptive technologies, evolving operational needs, and a persistent demand for demonstrable value are reshaping this vital segment. Techaisle is tracking ten key trends essential for vendors, partners, and SMBs to thrive.

The headline? AI isn't just a feature; it's becoming the operating system for future SMB success. However, it's not AI in the abstract. SMBs demanding practical, embedded, and easy-to-consume AI that delivers measurable ROI right out of the box, driving the "Automation-in-a-Box" phenomenon, accelerating the adoption of Embedded AI-as-a-Service. For vendors, this means shifting from showcasing potential to delivering tangible gains and specific use case capabilities through AI-capable devices and integrated solutions.

The digital landscape for small and medium-sized businesses (SMBs) and midmarket enterprises is a minefield fraught with evolving threats and escalating costs. Techaisle’s latest 2025 SMB and Midmarket Security Adoption Surveys paint a stark picture: while some metrics suggest a plateau in security incidents, the financial impact, and perceived vulnerability are on the rise, driven by factors like AI-powered threats and persistent staffing challenges. This blog delves into the key findings, offering a comprehensive look at the state of cybersecurity for these critical segments.

The Bottom Line: Escalating Financial Losses Amidst Perceived Vulnerability

Let's start with the hard numbers. The average loss for SMBs due to security incidents in 2024 surged to US$1.6 million, up from US$1.4 million in 2023. This increase, despite a seemingly stable incident rate (44% in 2024, consistent with 2023 but down from 56% in 2021 and 2022), highlights a crucial point: the attacks are becoming more sophisticated and costly. While the frequency might be leveling, the severity and financial ramifications are intensifying. Adding to the complexity, despite the downward trend from 2021/2022, a concerning 68% of SMBs feel under-prepared compared to their peers, a slight uptick from 65% in the previous year. This discrepancy between perceived incident rates and felt vulnerability indicates a growing awareness of the sophistication of modern threats and a lingering sense of inadequacy in defense mechanisms.

The Threat Landscape: AI, Attacks, and Denial of Service

Techaisle's research identifies the top cybersecurity risks as cyberattacks, risks related to the use of AI, and denial-of-service (DoS) attacks. The rise of AI as a security risk is particularly noteworthy. In 2025, 56% of SMBs anticipate new security risks stemming from AI, up from 48% in 2024. This burgeoning concern reflects the dual-edged sword of AI: while it offers potential security benefits, it also introduces new attack vectors and amplifies existing ones. The escalating concern about AI-powered threats is logical. Bad actors increasingly leverage generative AI to craft sophisticated phishing campaigns, automate malware development, and amplify social engineering attacks. This trend is not just theoretical; it’s a tangible threat that SMBs are grappling with.