The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
From siloed to seamless: What it really takes to unify the customer journey
May 1, 2025
Join John Durocher, Chief Customer Officer at Calix, as he reveals the art of unifying the customer journey. He shares insights on breaking down silos and embedding customer success across teams. John explains how AI is revolutionizing frontline support, making interactions simpler and more trustworthy. He emphasizes the value of humor and engaging customer advisory boards, while also discussing the balance between feedback and experimentation. Ultimately, he champions a shift from mere product adoption to a holistic customer experience.
30:34
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Quick takeaways
- Embedding a customer-centric mindset across teams is essential for enhancing customer success and driving continuous improvement in experiences.
- Leveraging AI to streamline processes and breaking down silos are crucial steps toward creating a seamless and integrated customer journey.
Deep dives
The Role of the Chief Customer Officer
The Chief Customer Officer at Calix emphasizes the responsibility of ensuring customer success by embedding a customer-centric mindset within the organization. Daily interactions with customers are crucial for understanding their experiences and gathering feedback to improve services. This continuous effort to enhance customer experience reflects the belief that customer success is a journey rather than a fixed destination. Engaging with customers and building relationships are essential components of this role, as they inform strategies for progressive improvement.
