260. Building the Cisco CX Org from Scratch w/ Andrew Carothers

The Customer Experience Podcast

It's the customer's perception of their experience with a company that matters. And in particular, the customer's perception of their ability to obtain business value.

Customers are quick to switch to other brands, to competitors, that they feel are going to be easier to do business with and get them to business value faster. We talk with Andrew Carothers, Digital Experience Leader at Cisco, a company with tens of thousands of employees and tens of billions in revenue, who shares tips on establishing processes to increase the customer’s perceived experience.


Join us as we discuss:

• What it means to be in “the age of the customer”
• Why Business Value is more effective than “surprise & delight”
• How to hear the literal voice of the customer (3 steps)
• How to identify moments that matter
• Why video is a game changer for human connection in business

More information about Andrew Carothers and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/andrew-carothers/
• Company Website: https://www.cisco.com/
• Other Relevant Links: AJ Carothers on IMDb; Peloton