"Your Customers Expect More" - W / Andrew Carothers (Cisco) #126

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