Enhancing 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 a customer-driven organization 6:41 – Getting people to align and move in the same direction onboard 10:53 – Definition of Behavior 17:51 – Making CX relevant to different audiences 19:22 – Digital Experience and its focus 25:09 – Customer lifetime value is influenced by behavior 25:24 – Getting onboarding and the experience right early on 31:56 – Challenge on AI 35:37 – Migration of innovation across industries: Personalization and micro segmentation 42:55 – Closing; Contact information 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity