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Andrew
Carothers
Global Head of Digital Customer Success
Proofpoint
Andrew Carothers is an internationally known Customer Success executive. He has helped companies around the world grow revenue, lower churn, and increase customer adoption. He currently serves as Global Head of Digital Customer Success at cybersecurity leader Proofpoint, where he leads the development of agentic CS. Previously, he co-founded Cisco's CS organization and helped lead the company’s digital customer success team. Carothers has won 12 International Customer Experience 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 served as a board member of the Strategic Artificial Intelligence program at the University of San Francisco School of Management.
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22 September 2026 15:45 - 16:15
Building the right CS foundations for an agentic future
In this session, Andrew Carothers, Global Head of Digital Customer Success at Proofpoint, will share a practical perspective on how customer success teams can operate effectively today while preparing for an AI- and agentic-driven future. Drawing on his experience building and optimizing CS functions at both Cisco and Proofpoint, Andrew will explore how leaders can make smarter decisions about where to invest now: from content and journey mapping to data, platforms, and customer experience design, while avoiding overinvestment in capabilities that may soon become obsolete. Key learnings: - What CS capabilities will remain essential in an increasingly automated world - Where teams should invest today to support both current performance and future scalability - How digital CS is shifting from static hubs to more intelligent, personalized customer experiences A practical session for CS leaders looking to build an organization that delivers today and is ready for what comes next.