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Andrew
Carothers
Global Head of Digital Customer Success
Proofpoint
Andrew is a growth-focused customer experience leader who helps B2B companies accelerate profitability by reducing churn, increasing upsell revenue, and lowering operational costs through digital-first, AI-enabled customer engagement strategies. As Global Head of Digital Customer Success at Proofpoint, he leads strategy for a $2B ARR customer base, building scalable, data-driven programs that improve renewals, drive adoption, and deliver personalized customer experiences powered by AI. Andrew is a founder of Cisco’s CX organization at Cisco, where he helped lead the adoption of AI in digital customer experience. He also serves on the board of the Strategic AI program at the University of San Francisco and contributes as a judge for international and US CX awards.
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22 September 2026 11:15 - 11:45
Building the right CS foundations for an agentic future
n 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.