John Durocher

Chief Customer Officer at Calix, leading an award-winning customer success organization. Focuses on ensuring exceptional experiences for Calix customers.

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May 1, 2025 • 31min

From siloed to seamless: What it really takes to unify the customer journey

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.

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