What’s the most valuable lesson you’ve learned working in CX?

I’ve spent my career in the telecommunications industry, where access to information in real time and creating positive experiences for customers essentially determines the success of a business. Latency? No service? Issues managing your service or account? These issues can kill customer retention and company reputation. The most valuable lesson around CX that I’ve learned is that the winners in every iteration of the next mobile generation are those that are constantly innovating; looking at the latest advances in technology to create quicker, seamless, better customer experiences through the channels they prefer using. This means being everywhere your customers are, but also creating experiences that speak to their unique needs.

What’s the No. 1 challenge facing CX teams right now? And how should they navigate it?

Right now, the biggest challenge to CX is keeping pace with a rapidly evolving and incredibly competitive market. There is a lot of noise to cut through, and being able to offer new services and solutions in response to your customers needs as they develop them will ultimately be how leaders carve a path in our digital-first, one-click-to-order, instant access to answers, society. Being agile and adaptive with the latest developments in AI and automation will be a differentiator, and integrating those technologies should be a top priority to navigate this new landscape.

Which is your favorite CX event to attend and why?

While Mobile World Congress in Barcelona is not exclusive to CX, it is my favorite event to attend as the largest and most notable to the communications industry. This year, Oracle is once again returning to Barcelona to showcase the latest advances we’ve made in communications technology this year. In fact, one of the demonstrations I’m most excited to share with our customers is about optimizing the customer experience by rapidly developing and deploying new services with our Digital Business Experience solution. It’s a unique platform that helps service providers improve customer loyalty by delivering intelligent, personalized, and proactive customer care across channels for a differentiated digital experience.

What’s your big prediction for the future of CX?

AI and automation are going to help us make the biggest leap in predictive customer care and personalization that we’ve seen yet. These technologies are already helping us at Oracle streamline and simplify concept-to-cash-to-care and unlock new revenue opportunities for our customers.

How will you keep contributing to the CX community?

With relentless innovation to release better technology using our best-of-breed solutions; it’s a privilege to work with individuals who are genuinely committed to pushing new boundaries of the best solutions and services we can offer.