In this conversation, Andrew Carothers from Cisco discusses
the evolution of customer experience (CX) within the company, emphasizing the
importance of digital transformation and the integration of AI. He shares
insights on how Cisco has developed its CX function over the years, the
complexities of delivering a seamless digital experience, and the collective
responsibility of all employees in enhancing customer interactions. The
discussion also highlights the significance of understanding customer needs and
the role of data in shaping effective CX strategies. In this conversation,
Andrew Carothers discusses the importance of understanding the voice of the
customer and how organizations can leverage AI and digital tools to enhance
customer experience. He emphasizes the need for data democratization across
departments and the critical role of employee experience in shaping customer
interactions. The discussion also highlights the shifting attitudes towards
digital customer experiences and the necessity of aligning customer experience
initiatives with business metrics to demonstrate value and secure funding.
Link to Andrew's Linkedin: https://www.linkedin.com/in/andrew-carothers/
