"Your Customers Expect More" - W / Andrew Carothers (Cisco) #126
CX Insider - Customer experience leaders sharing insights and ideas for customer service success
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Show Notes
In 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 - Introduction
02:48– The Evolution of CX
05:44– Business Impact
08:10– AI’s Role In CX
14:52– Personalisation
18:52 – 2025 Strategy
22:00 – Avoiding Mistakes
26:09 – Trust & Engagement
28:26 – Human Interaction
31:35 – Looking Ahead