It's time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive market.

Through fascinating examples and anecdotes, they highlight how blending digital tools with the human touch is crucial in orchestrating a seamless and superior customer experience.

About Andrew Carothers, CCXP:
Andrew Carothers, CCXP, is a Customer Experience executive known for developing innovative CX strategies that grow revenue, increase renewal rates, and expedite customer adoption. A founding member of Cisco System’s CX function, he helped build the function with a focus on digital experience and partners. He’s a 12-time International Customer Experience award winner, frequently writes and speaks on CX topics, and co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection. He currently serves as a member of the Board of Advisors for the University of San Francisco’s School of Management Strategic Artificial Intelligence program and as a judge for US and international CX competitions.

Follow Andrew on...
LinkedIn: https://www.linkedin.com/in/andrew-carothers/

Articles Mentioned:
AT&T Says It Will Now Credit You for Outages and Long Customer Service Wait Times (Gizmodo) -- https://gizmodo.com/att-says-it-will-now-credit-you-for-outages-and-long-customer-service-wait-times-2000547491
Samsung’s smart fridges will use AI to suggest groceries to buy on Instacart (The Verge) -- https://www.theverge.com/2025/1/2/24334411/samsung-instacart-smart-fridge-partnership
LA man nearly misses flight as self-driving Waymo taxi drives around parking lot in circles (CBS News) -- https://www.cbsnews.com/losangeles/news/la-man-nearly-misses-flight-as-self-driving-waymo-taxi-drives-around-parking-lot-in-circles/

Resources Mentioned:
Take the CXI® Compass assessment -- CXICompass.com
Experience Investigators Website -- experienceinvestigators.com

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