It’s time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive market.
Through fascinating examples and anecdotes, they highlight how blending digital tools with the human touch is crucial in orchestrating a seamless and superior customer experience.
About Andrew Carothers, CCXP:
Andrew Carothers, CCXP, is a Customer Experience executive known for developing innovative CX strategies that grow revenue, increase renewal rates, and expedite customer adoption. A founding member of Cisco System’s CX function, he helped build the function with a focus on digital experience and partners. He’s a 12-time International Customer Experience award winner, frequently writes and speaks on CX topics, and co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection. He currently serves as a member of the Board of Advisors for the University of San Francisco’s School of Management Strategic Artificial Intelligence program and as a judge for US and international CX competitions.
Follow Andrew…
LinkedIn: linkedin.com/in/andrew-carothers/
Articles Mentioned:
AT&T Says It Will Now Credit You for Outages and Long Customer Service Wait Times (Gizmodo)
Samsung’s smart fridges will use AI to suggest groceries to buy on Instacart (The Verge)
LA man nearly misses flight as self-driving Waymo taxi drives around parking lot in circles (CBS News)
Resources Mentioned:
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Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!
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