Shows
Table ServiceBuilding the Future of Customer Experience with Andrew Carothers (Table Service 109)Join host Jordan Hooker and Andrew Carothers, a true veteran and thought leader in the world of Customer Experience (CX). Andrew is a CCXP certified CX executive and a founding member of Cisco System’s groundbreaking CX function.
Join us as Andrew shares his wealth of knowledge and experience, diving into critical topics that are shaping the future of how businesses interact with their customers.
In this episode, you'll learn about:
The Power of AI in CX: Discover practical applications of Artificial Intelligence to enhance customer journeys and drive better outcomes. Andrew shares hi...2025-04-2232 min
Your Customer, Your SuccessFrom Soft Skill to Superpower: Strengthening Your Storytelling Muscle with Andrew CarothersIn this conversation, Andrew Carothers shares his insights on the art of storytelling, emphasizing its importance in business communication with award-winning host Gary Marra. He discusses the role of storytelling in customer experience (CX) and how it can be used to inform and influence audiences. Andrew outlines a structured approach to storytelling, starting with understanding the purpose of communication, building a compelling argument, and effectively structuring the story to create impact. He also provides practical examples, including how to apply these techniques in job interviews and business presentations. Gary digs a little deeper and we hear about the importance...2025-04-0845 min
Customer Experience Patterns PodcastCX As Teenager: Back To Childhood Curiosity? Or Forward To Adulthood Maturity?CX is in its teenage years. Should we push to move forward to the maturity of adulthood? Or turn back to the curiosity and wonder of childhood? Andrew Carothers and I answer that question. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer...2025-03-0611 min
Devsig PodcastFebruary 16: Today in History, Births, Deaths, and ObservancesFebruary 16 is the 47th day of the year in the Gregorian calendar. There are 318 days remaining until the end of the year, or 319 in leap years.Observed events for this day include: 1249: Louis IX of France dispatched Andrew of Longjumeau to meet with the Khagan of the Mongol Empire. 1270: The Grand Duchy of Lithuania won against the Livonian Order in the Battle of Karuse. 1630: Hendrick Lonck led Dutch forces to capture Olinda, later part of Dutch Brazil. 1646: The Battle of Torrington, Devon, the final major battle of the First English Civil War, occurred. 1699: The Holy Roman Emperor issued the First...2025-02-1524 min
Devsig PodcastFebruary 16: Today in History, Births, Deaths, and ObservancesFebruary 16 is the 47th day of the year in the Gregorian calendar. There are 318 days remaining until the end of the year, or 319 in leap years.Observed events for this day include: 1249: Louis IX of France dispatched Andrew of Longjumeau to meet with the Khagan of the Mongol Empire. 1270: The Grand Duchy of Lithuania won against the Livonian Order in the Battle of Karuse. 1630: Hendrick Lonck led Dutch forces to capture Olinda, later part of Dutch Brazil. 1646: The Battle of Torrington, Devon, the final major battle of the First English Civil War, occurred. 1699: The Holy Roman...2025-02-1524 min
CX Insider - Customer experience leaders sharing insights and ideas for customer service success"Your Customers Expect More" - W / Andrew Carothers (Cisco) #126In this episode of CX Insider, we sit down with Andrew Carothers, from Cisco, to explore the evolution of digital customer experience and the transformative role of AI. Andrew shares insights on how AI is reshaping CX, from automating processes to redefining business strategies, and why companies need to shift their focus from traditional CX metrics to real business outcomes.
With real-world examples—including how Cisco leveraged AI to unlock $1M in recurring revenue—this conversation is packed with valuable takeaways for business leaders, CX professionals, and tech enthusiasts alike.
Content:
00:00 - Int...2025-02-0332 min
Experience ActionCX Pulse Check - January 2025It's time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive market. Through fascinating examples and anecdotes, they highlight how blending digital tools with the human touch is crucial in orchestrating a seamless and superior customer experience.2025-01-2129 min
Power Producers PodcastThe Only Job I've Had with Andrew KellyIn this episode of Power Producers Podcast, David Carothers sits down with Andrew Kelly from AJ Wayne & Associates, Inc, a seasoned wholesaler specializing in professional liability. Together, they dive into the evolving landscape of professional exposures and the critical role wholesalers play in supporting producers and navigating the hardest market many have ever experienced. From Andrew’s inspiring 21-year journey in the industry to actionable advice for retail agents, this conversation offers valuable insights for anyone looking to sharpen their approach to professional liability.Key Points:Andrew Kelly’s Journey Andr...2025-01-1557 min
CX PassportThe one with the storytelling - Andrew Carothers CX OpenToWork E194What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one with the storytelling” with Andrew Carothers in CX Passport Episode 194🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:58 Challenges and Solutions in CX07:25 Building a Customer-Centric Experience 11:33 Impact of Customer Experience on Business Results13:36 Extra Legroom Section: Fun and Personal Insights17:17 What are companies getting wrong about CX19:21 Improving CX Understanding and Storytelling24:04 Andrew's Vision for the Future of CX29:50 Closing R...2024-12-1032 min
All Things Considered CX with Bob AzmanTransforming Your CX From The Teenage Years To Early Adulthood Through A Digital First Experience (Ft. Andrew Carothers - CISCO System)I’m wrapping up the year with our continuing exploration of the effective utilization of AI in improving your organization’s customer experience. My guest on this episode of the All Things Considered CX podcast is Andrew Carothers, CCXP. Andrew Carothers is a Customer Experience executive known for developing innovative CX strategies that grow revenue, increase renewal rates, and expedite customer adoption. He recently suggested that the state of CX is characterized as being in our teenage years. On our podcast, he talks about how we’ve advanced to early adulthood! A founding member of Cisco System’s...2024-12-0336 min
The CXPodThe evolution of Customer Experience, with Andrew Carothers from Cisco
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...2024-11-281h 00
SaaS TherapyThe role of brand promise in CX with Andrew Carothers, CX Leader @CiscoTodd Kirk and Casey Trujillo engage with Andrew Carothers, a senior customer experience leader, to explore the multifaceted world of customer experience (CX). They discuss the definition of CX, the importance of aligning it with brand promises, and the necessity of a data-driven approach to enhance customer interactions.
Andrew shares insights on building a customer-centric experience, measuring success, and overcoming organizational challenges. The conversation emphasizes the shift towards a digital-first experience while maintaining human connections.
Takeaways
Customer experience is the delivery of a brand's promise.
Organizations need a dedicated CX leader to align teams.
...2024-11-0548 min
Navigating the Customer Experience246: Transforming Customer Experience with Data and Digital First Strategies with Andrew CarothersSend us a textAndrew Carothers is a Senior Customer Experience Leader and a CCXP who has significantly shaped the field of customer experience (CX). His career began in public relations, where he worked both in agencies and in-house. He transitioned into the technology sector at Autodesk and even worked for the Electric Vehicle Association of America before the concept of electric vehicles became popular.Over the years, Andrew expanded his expertise beyond public relations into various marketing communications roles. His pivotal move came when he joined Cisco Systems, where he transitioned from marketing to...2024-10-0829 min
The CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsEnhancing Digital Experience with AI: Andrew Carothers of Cisco Systems
From hardware to heartware!
Cisco Systems' Digital CX Leader, Andrew Carothers sits down with host Matt Egol, CCXP and Founder of JourneySpark Consulting, shares how the tech giant went from focusing solely on hardware sales to building an award-winning customer experience company. Discover the pivotal role of Customer Experience (CX) in this transformation, and how a digital-first approach helped connect a siloed organization.
Tune in to the CX & Culture Connection Podcast to learn more here: https://youtu.be/zUVYgxbIa8Y
#CXJourney #CustomerSuccess #OrganizationalChange #CXLeadership #CXandCulture #DigitalTransformation #EvolvingExpectations
0:00 – Preview or Episode
0:18 – Intro of guest Andrew Carothers
1:18 – Key focus areas to build...2024-09-0943 min
Customer Experience Patterns PodcastThe Right Way To Deliver Digital-First Customer ExperiencesAndrew Carothers on LinkedInConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.2024-07-2533 min
The Delighted Customers Podcast with Mark Slatin#93: Driving Superior Customer Experience with AI and Digital Transformation Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud management. 🎧 Check out the latest episode of The Delighted Customers Podcast where Andrew answers these burning questions: 👉 How can businesses seamlessly transition from digital to human interactions to meet customer needs? 👉 What are the challenges and benefits of expanding the digital component in customer exp...2024-07-1839 min
Glassix SpotlightMastering Digital Transformation in Customer Experience: Masterclass with Andrew CarothersWelcome to a very special episode of "Glassix Spotlight," where we explore the transformative strategies for enhancing customer engagement and loyalty with Andrew Carothers, a senior leader in customer success and digital transformation at Cisco Systems. Andrew, an eight-time International Customer Experience Award winner and author, is renowned for his expertise in leading high-impact digital strategies that enhance customer adoption and retention.
In this episode, we will discuss various fascinating topics including:
• How Andrew’s innovative approaches at Cisco have revolutionized customer interactions and driven substantial growth, leveraging his exte...2024-06-2233 min
CX Leadership Talks#23 Exclusive Insights: 7 Key Learnings from CX Leaders Advance 2024 with Nienke BloemWelcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice.
Her seven most important take aways:
Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
Have your AI Strategic plan a...2024-05-2924 min
That's What G SaidKentucky Oaks Day Preview w/ Ren, Barry, Matt, Josh, Angela, Sara, Andrew & DZKentucky Oaks/ Friday Churchill Downs Preview Show
3:45 Race 5, the La Troienne w/ Ren Carothers
53:15 Race 6 the Unbridled Sidney w/ Barry Spears
1:20:00 Race 7 the Alysheba w/ Matt DeSantis
2:01:00 Race 8 the Modesty w/ Josh Rodriguez
2:20:00 Race 9 the Eight Belles w/ Angela Hermann
2:41:30 Race 10 the Edgewood w/ Sara Elbadwi
3:12:45 Race 11 the Kentucky Oaks w/ Andrew Champagne & Darin Zoccali
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CX PassportThe one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150What's on your mind? Let CX Passport know...🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:02 What does successful digital CX look like?5:16 The role of AI in customer experience?13:05 The importance of process in customer experience17:16 How global influences customer experience approach18:53 1st Class Lounge24:43 The teenage years of CX / Customer Experience29:28 Maintaining humanity in CX32:39 Co...2024-01-1635 minCX Insider - Customer experience leaders sharing insights and ideas for customer service successAge of the Customer & the Power of AI-Driven Language - w/ Andrew Carothers (Cisco)Andrew Carothers is the Digital Customer Experience Leader for Cisco Systems, an American multinational digital communications technology conglomerate. He is here to tell us all about the AI usage when communicating with clients in multiple languages, generational clashes when working and the teenage years of Customer Experience. In this episode, we will go over the new age of the customer and the power that customer experience has over other consumer touch-points.
For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?
YouTube - https://youtu.be...2023-12-1241 min
CSM Practice - The Customer Success PodcastCreating a Global-wide Partner Success ProgramSend us a textExplore the power of Partner Success programs with Andrew Carothers from Cisco Systems in our captivating podcast episode. Unearth how Cisco's globally renowned Partner Success program has revolutionized customer engagement and renewals, and learn how it could transform your business approach.Discover how Partner Success programs can significantly boost renewals and increase customer wallet-share, providing your company with the tools to thrive and scale effectively. Andrew provides an insider's view on the challenges faced and how these hurdles were masterfully overcome during the program's implementation.In this episode, gain...2023-11-1538 min