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 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.