AI at work: Connected intelligence is transforming collaboration and shaping EX and CX

AI is changing the way we work, but not in the way you might expect. Far from creating an environment that feels mechanical or impersonal, it is doing the opposite. By simplifying complex processes, orchestrating tasks and helping people make better decisions faster, AI is making employee engagement and the customer experience more human — not less.

The idea that technology can make human experiences more human was the focus of a NTT DATA webinar in which I participated with Michael Tryon, Vice President: Americas Collaboration Solutions at Cisco.

In the webinar, we explored how AI and what Cisco calls “connected intelligence” are reshaping the workplace and bringing people, data and systems together in smarter, simpler ways. We spoke about the future of work and how AI can help build workplaces that are better for people.

Connected intelligence: The future-proofed workplace is about experience

Imagine a silent partner working quietly, consistently and intelligently in the background — unseen and unheard, but still a vital part of the team. That’s connected intelligence in action.

Powered by GenAI and now advancing through agentic AI, it signals a cultural shift in how organizations approach work, leadership and decision-making.

This intelligence extends beyond office walls, bridging smart digital workplaces with home offices so data and insights are longer trapped in silos. And, by connecting these sources of intelligence through agentic AI, the workplace begins to function like a living organism, detecting and continuously learning from patterns while enabling people to act sooner with greater clarity.

This frees employees from mundane tasks so they can focus on activities that demand critical thinking and human creativity. Leaders spend less time chasing reports and more time listening, guiding and creating an environment where new ideas flourish.

Ultimately, connected intelligence is about experiences — both your employees’ and your customers’. When it’s working well, people don’t notice the technology behind it; they notice how easy things become. Meetings flow, they always have information at their fingertips and collaboration comes naturally. That’s the power of connected intelligence — it helps people do their best work and serve their customers better.

More than automation: AI amplifies people

AI is the perfect colleague, because the more it learns and adapts, the better it gets and the more human work begins to feel. Rather than replacing human employees, AI partners with them, evolving some roles and enhancing others. In this new world, AI takes over busy work such as capturing notes, summarizing meetings and translating conversations.

When those mechanical tasks disappear, what comes next is what makes connected intelligence important. Time and attention shift back to people — to listening, thinking and creating. And isn’t this what a human working environment should be — a place where people can lean into their strengths?

Of course, this kind of intelligence depends on trust. The same systems that enable smarter collaboration must also protect the data behind it. Privacy and security must be inherent, not an afterthought, allowing AI to operate safely across every device and application.

Once this foundation of trust is in place, AI facilitates interactions on numerous levels: human to human, human to AI and, increasingly, AI to AI. This creates a continual flow of information that helps work move faster and even feel more natural and human.

Experience: The new measure of success

For years, people measured success through service level agreements (SLAs) that showed whether a job was done on time or within budget. However, as AI and connected intelligence become more prevalent in the workplace, this is changing. Those numbers were useful, but they no longer tell the full story. What really matters is employee experience, because when employees are happy, their customers feel it too.

More organizations are moving from traditional SLAs to experience level agreements (XLAs), shifting from merely tracking activity to tracking its impact, too. Instead of “Was the job done on time?”, the question is now: “Were you more productive, more engaged and more satisfied?”

The willingness to be measured by experience says a lot. Anyone can track a number or report on uptime, but agreeing to an XLA takes confidence. It means you believe in the quality of the experience you deliver — enough to be accountable for it. As Michael put it, “That kind of commitment is best in class.” It shows a shift from service as a transaction to service as a relationship.

At NTT DATA, that’s the standard we set for ourselves and for our clients. Because when experience becomes the measure, technology delivers what it’s meant to: Better ways for people to work, connect and grow.

Shaping the future of work together

The long-standing partnership between NTT DATA and Cisco shows what’s possible when expertise in digital workplace services and innovation in collaboration come together. They create something bigger: Digital colleagues that think, learn and adapt while working alongside humans as trusted teammates.

Across industries and regions, we have the scale, skills and experience to help you turn AI’s potential into practice. From intelligent workplaces and secure collaboration to outcomes measured through XLAs, we help you build an environment where people can focus on what matters.

Are you ready to make your workplace thrive — for your people and for your customers? Let us help you create the future of work, right now.

This article was co-authored by Michael Tryon, Vice President: Americas Collaboration Solutions at Cisco.