Age of Customers & Power of AI-Driven Language, with Andrew Carothers

Episode 101

Andrew Carothers is the Digital Customer Experience Leader at Cisco Systems, a multinational digital communications technology conglomerate. In this episode we look at the new age of the customer, the history of Cisco Systems & the generational shift in working from home vs the office.

Episode 101


Episode Summary


In this episode, we are told about the importance of communication for business success, as well as Cisco’s use case for Artificial Intelligence, which enables them to look at massive amounts of data that allows them to better understand clients and customers.

“We’re going to be able to start working with them in their native language, which is important for two reasons. One, functionally, we want to make sure that they can understand the information that we’re providing them. Number two, equally, as importantly, is the level of respect that we’re showing to people when we communicate with them in their language.”

Andrew also dives into the difference in generations within the work-force, with older employees preferring to work remotely and younger generations preferring to network and receive more hands-on work experience in an office environment. This conflict is discussed and how the generational difference can impact the future of the work-force.


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This article summarises podcast episode 101 "Age of the Customer & the Power of AI-Driven Language" recorded by CX Insider.

Written by Octavian Iotu