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Top Takeaways:

  1. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives. 
  2. Embrace AI. To handle customer experience (CX) on a large scale, go beyond manual, human-driven processes. Instead, focus on meeting customer expectations for instant responses, relevant content, and smart, seamless experiences across multiple channels. 
  3. Scale digitally in lockstep with selling partners. Create a comprehensive digital experience encompassing partners, customers, and internal teams. This enables everyone to access a unified, real-time view of the entire customer journey. 
  4. Measure what matters. The metric that matters the most is the success and thriving of the customer’s business. 


“We are now in the age of the customer where customers can quickly and easily switch vendors if they want to. Every company must develop a customer experience that brings customers to the value they’re looking for quickly, without a lot of hurdles.”  “Customers prefer digital self-serve interactions with the opportunity for a human fallback if needed.”   “We are moving from the fear of AI to at least dipping our toes in the water because it is here to stay. Businesses must explore leveraging it to optimize their processes internally and provide a personalized customer experience.” 


Andrew Carothers, CCXP, is a senior customer experience leader, author and speaker. He was a founding member of Cisco‘s CX function, contributing to the development of the company’s digital customer experience strategy.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. What are the key steps to delivering a great customer experience? 
  2. How can companies improve their digital customer experience? 
  3. How can businesses increase customer adoption and retention through digital customer experience? 
  4. What impact has the digital age had on customer experience? 
  5. How can companies leverage digital channels to reach and engage with customers effectively? 

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