John Durocher — Chief Customer Officer, Calix
Published:
We're building agents that will do network anomaly detection, constantly looking ahead for anomalies, detecting them and getting an engineer to act before a customer even knows it's a problem.
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-were-building-agents-that-will-do-network-anomaly-detection