Editorial
Customer Experience
Why Your Customer Experience Program Is in Its College Years
Andrew Carothers, CCXP, is an internationally known Customer Experience executive who helps companies grow revenue, lower churn, and increase customer adoption. He currently serves as Global Head of Digital Customer Success at Proofpoint, a cybersecurity SaaS company. Previously, he co-founded Cisco System's CX organization 15 years ago. and helped lead the company’s digital customer experience team for many years.
A CX industry thought leader and evangelist for transforming CX with AI and comprehensive digital strategies, Carothers believes that every customer wants a digital-first experience. Carothers has won 12 International Customer Experience Awards and numerous US and European awards for CX strategy, digital CX, and AI tactics. He frequently speaks at industry conferences, writes for CX publications, and has appeared on more than 30 CX and business podcasts. He also serves as a judge for the International and US CX Awards, and earned his Certified Customer Experience Professional credential. He is a board member of the Strategic Artificial Intelligence program at the University of San Francisco School of Management. Additionally, he co-authored The Publicity Handbook (McGraw-Hill), a top-selling business trade book and Fortune Book Club selection.
Carothers lives in Northern California. A lifelong history addict, he enjoys traveling the world, especially the roads less traveled.