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

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

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 "