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Every Customer Wants a Digital-First Customer Experience with Andrew Carothers
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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 advantage
- The duck-on-the-water analogy and what leaders miss below the surface
- How legacy org structures and siloed data sabotage CX
- What Webex got wrong (and Zoom got right)
- The first steps for any leader who wants to build a truly frictionless experience
If you think high-touch equals high-value, this episode might just flip your perspective.
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