#65: Transforming CX with AI plus People, Processes, and Platforms, with John Durocher, Calix

#65: Transforming CX with AI plus People, Processes, and Platforms, with John Durocher, Calix

Author: The Agile Brand October 14, 2025 Duration: 23:03

Are your people, processes, and platforms delivering value or to drive better customer experiences, or are they—and your CX—disconnected and siloed?

Agility requires a willingness to adapt and evolve, as well as a deep understanding of how customer trust is built (or broken) through simplicity, personalization, and empowered employees. 

Today, we're going to talk about how brands can transform their customer experience using AI-powered strategies. To help me discuss this topic, I'd like to welcome, John Durocher, Chief Customer Officer at Calix. 

 
About John Durocher
 
John Durocher leads the award-winning Calix Customer Success organization as chief customer officer. In his previous role as executive vice president of customer success at Salesforce, he led the teams actively engaged with Salesforce global customers. Prior to joining Salesforce.com, Mr. Durocher spent 17 years with Accenture's financial services practice and has a solid track record of planning, and executing growth initiatives, and a passion for bringing innovative ideas to clients.

Mr. Durocher is recognized as a thought-leader in Customer Relationship Management (CRM), authoring a number of papers and articles that have been published in industry and research publications.

Mr. Durocher has also been actively involved in developing software solutions for the Financial Services Industry and is a patent holder on several that have been deployed globally.
 
John Durocher on LinkedIn: https://www.linkedin.com/in/johndurocher/
 
Resources 
 
Calix: https://www.calix.com

Don't miss Calix's ConneXions conference, October 18 – 21, 2025 at the Wynn Resort in Las Vegas. Learn more and register here: https://www.calix.com/events/connexions.html

Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com 

Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com  "


Navigating the modern B2B marketing landscape requires a blend of strategic vision and practical expertise across several demanding disciplines. B2B Agility with Greg Kihlström™: MarTech, E-Commerce, & Customer Success exists in that space, offering a focused conversation for professionals who are piecing together strategy, technology, and customer experience. This podcast, from the team behind The Agile Brand, moves beyond theory to examine the interconnected systems that define today's successful business-to-business brands. Each episode delves into how leaders can effectively integrate marketing technology platforms, build seamless e-commerce operations, and foster genuine customer success to secure a lasting competitive advantage. You'll hear from practitioners and thinkers who are actively shaping their categories, sharing insights on turning complexity into clarity and operational friction into fluidity. The discussions are built on the premise that true agility isn't just about speed, but about intelligent adaptation and purposeful growth. For marketers, executives, and strategists looking to cut through the noise and find actionable wisdom, this series provides a dedicated resource. It’s a deep dive into the mechanics and mindset required to not just participate in the B2B arena, but to consistently lead and drive optimal results for the brands you serve.
Author: Language: English Episodes: 77

B2B Agility with Greg Kihlström™: MarTech, E-Commerce, & Customer Success
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