What does it take to truly win over customers in today’s fast-paced digital landscape? Join us as Danny Pozo, Cisco’s VP of U.S. Commercial Customer Experience, shares his unique perspective on customer experience at Cisco. From the importance of emotional intelligence to the role of AI in CX, this episode dives deep into the strategies that can make or break customer relationships. Are you ready to rethink your approach?
Tune in to learn:
- Why customer experience is about winning a customer, not just a transaction
- The importance of emotional intelligence and why it will never be replaced by AI
- How to effectively engage with customers
- Why you need to build a strong internal culture in order to succeed in customer success
- How AI can help predict customer behavior and improve service
- Why personalization in customer service enhances loyalty
- How taking risks can lead to innovation in customer experience.
About the Guest:
“Danilo (Danny) Pozo is Vice President of Customer Experience for Cisco’s US Commercial market. In this role, he leads a team focused on helping Commercial customers achieve their business goals and realize the full value of the solutions they purchase.
Danny previously led Cisco’s CX LatAM organization where his main mission was to build a vision and execution plan for customers of all segments to adopt Cisco’s Lifecycle model. In LatAM, Danilo built an organization that includes business development, delivery customer success, and partner models.
Danny joined Cisco in 2000 and since then has held key roles that have given him the opportunity to continuously develop his professional and leadership skills, allowing him to establish a winning team culture with high customer satisfaction and consistent business growth.
He enjoys spending time with his wife, Gabriela and kids (Daniella, Diego, and Gaby), an occasional round of golf, physical training, running, watching movies, and spending time with friends and family.
Diversity is important to Danny, he is active in Women of Cisco, including the “Break the Glass Ceiling” initiative. The program pairs high-potential women in LATAM with executives and roadmaps, demonstrating that anything is possible. Danny was recently recognized by the Hispanic Technology Executive Council (HITEC) as a HITEC 100 Award Winner. It is his passion and personal mission to advocate and support Hispanic professionals, empowering them to excel in their careers, and inspiring them to pursue opportunities in tech.”
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