Growing up isn't easy, whether you are a teenager or a whole profession. On this episode of Experience by Design, Andrew Carothers talks about how CX needs to be parented in order to reach maturity. Andrew helped to usher customer experience into Cisco, and has seen the growing pains first hand. Andrew dispenses some 'tough love' in terms of what he sees as needing to change. We talk about how CX has to better communicate its value, and that starts with its metrics. Andrew provides his predictions of what he sees as the contribution and limit of AI for digital experiences. And we talk about the need for CX to move from an accessory to a central part of strategy. Finally, we talk about what type of furniture CX is most like, and how its needs to be the centerpiece of the organizational home.