Experts of Experience
#56 Why Emotional Intelligence is the Key to Customer Experience Success
13 Nov 2024
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 transactionThe importance of emotional intelligence and why it will never be replaced by AIHow to effectively engage with customersWhy you need to build a strong internal culture in order to succeed in customer successHow AI can help predict customer behavior and improve serviceWhy personalization in customer service enhances loyaltyHow taking risks can lead to innovation in customer experience.–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Full Episode
One thing that I think that's never going to be replaced by AI or by any automation, it's EQ. It's the emotional intelligence that we can actually bring to our customers. How you make people feel is what actually matters at the end of the day.
AI is changing a lot. But when it comes to listening, what is underneath someone's words, listening to the nonverbal cues, listening to someone's tone of voice and pairing that with the context that you have about them historically over time, that is something that I just don't think that AI will ever be able to solve for. And I don't think we need it to either.
Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood. Today, I am thrilled to have Danny Pozo with us. He is the vice president of the U.S. commercial market at Cisco. So we are going to explore how he is leading transformative customer experience strategies, driving value through lifecycle management, and leveraging global talent to meet the evolving customer needs.
Danny, so wonderful to have you on the show.
Lauren, thank you so much. I appreciate the opportunity to have a conversation with you and share some of the experiences we had at Cisco and elsewhere. I'm really excited to have this opportunity to have this fun conversation.
Yeah, we're going to make it fun. I already just in the little bit of conversation I've had with Danny, he is full of life. So we're in for a good one.
Something to laugh about. I can guarantee you.
Guaranteed. So Danny, you have been at Cisco per your LinkedIn for 24 years. And you began your career at Cisco in sales and then transitioned to customer experience, which I love a sales to CX transition personally. I'd love to kick it off by asking you, what do you believe about the customer experience space that few people would agree with you on?
So, yeah, I think, um, thank you so much for, uh, kind of putting my age out there. And so Cisco, I like to say that I started really early, so it doesn't show how old I really am, but in all seriousness, I think that, uh, It's an evolution, right?
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