Episode 246 : Transforming Customer Experience with Data and Digital First Strategies”

In this episode, Andrew Carothers, a seasoned professional with years of experience in public relations, marketing, and customer experience, shares his journey from starting in the PR world to leading the customer experience (CX) function at Cisco. Andrew reveals how the rise of recurring revenue models and software as a service (SaaS) transformed CX strategies, emphasizing the growing need for companies to provide a seamless, digital-first customer experience.
Discover key insights on how customer expectations have evolved, the role of data in shaping personalized experiences, and why companies must invest in knowledge bases and AI to meet the rising demand for digital solutions. Andrew also reflects on the significance of self-service options, what customers truly value in today's market, and how to prepare for the future of customer experience.