Every Customer Wants a Digital-First Customer Experience with Andrew Carothers

In this episode of The Growth Signal, Andrew Carothers joins Alyssa Nolte to challenge one of the most stubborn assumptions in customer success: that digital-first experiences are only for low-value customers. Drawing on 17+ years of experience building Cisco’s customer experience org, Andrew makes the case that all customers - large and small - now expect seamless, personalized, and self-serve digital experiences.Key Takeaways:Why digital isn’t a budget solution—it’s a strategic advantageThe duck-on-the-water analogy and what leaders miss below the surfaceHow legacy org structures and siloed data sabotage CXWhat Webex got wrong (and Zoom got right)The first steps for any leader who wants to build a truly frictionless experienceIf you think high-touch equals high-value, this episode might just flip your perspective.