John Durocher — Chief Customer Officer, Calix
Published:
Practice transparency and be willing to share when you're having a problem — telling customers what they know they'll appreciate: 'I have a plan. This is what we're doing' — and they're way more forgiving.
What does John Durocher say on B2B Agility with Greg Kihlström?
John Durocher, Chief Customer Officer, Calix, says: This interview with John Durocher, Chief Customer Officer at Calix, explores practical applications and governance for AI in customer experience. Durocher emphasizes experimentation balanced with scalability, proactive AI-driven problem detection, empowering employees with data and autonomy, and transparent communication to maintain trust. The conversation offers pragmatic advice for marketing leaders on integrating AI strategically into CX to augment human service, prevent issues before customers notice them, and preserve customer trust.
From: B2B Agility with Greg Kihlström
Cite as: John Durocher. (2026). On B2B Agility with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/john-durocher-practice-transparency-and-be-willing-to-share-when-youre-ha