Andrew Carothers is a senior Customer Experience leader who helps companies build and scale CX programs that increase customer adoption and retention, improve renewal rates, and drive growth through digital engagement. A founding member of Cisco’s Customer Experience function, Carothers helps the company build simple, guided customer experiences for millions of customers and with 7,000 partners worldwide. Cisco’s award-winning approach connects data, platforms, systems and people; building lifecycle journeys; leveraging data science and AI to understand customers; orchestrating across channels, and automating to scale and optimize.
Additionally, Carothers built the digital sales capability for Cisco’s Global Service Provider sales organization, as well as Cisco’s rapid customer response Virtual Demand Center. Prior to Cisco, Carothers led marketing and communications teams at a variety of start-up, publicly traded, and government organizations.
Carothers frequently speaks on CX and related topics. He is a founding member of the US Customer Experience Award Steering Committee and a member of the Customer Experience Professionals Association. He co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection.