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

In 2024, I focused on shifting the CX industry’s perspective from the traditional “surveys and scores” approach to utilizing the contact center as the hub of CXM efforts. I published over 150 LinkedIn posts and articles, offering actionable insights on how to approach CXM differently. These publications, which included specifics on what to look for and how to make meaningful changes, gained significant traction, with engagement metrics reflecting a 30% growth in followers and connections on LinkedIn. My work on transforming the role of the contact center caught the attention of global CX leaders, leading to invitations to serve as a judge for two major global CX Awards programs. I was also featured as a top voice in a series of LinkedIn videos on CX topics and was nominated for the ICMI Top 25 Thought Leaders Program. Beyond recognition, my ideas resonated with industry practitioners eager to overcome traditional hurdles and rethink how CXM assets can be used innovatively. My content inspired many to embrace new approaches, and I’ve seen a direct impact on my business, helping multiple new clients achieve their CXM program goals while aligning with broader business objectives.

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

I believe the biggest challenge for CX leaders in 2025 is making the shift from surveys and scores and handing over “democratized data” to the business where it ends up in the bin, towards building business cases for making changes that make a meaningful and measurable impact to the business in terms of cost avoidance, revenue generation, and margin expansion. The weak players are the ones obsessed with their NPS score, while their competitors are looking for CXM to feed their continuous improvement to serving their customers.

Which is your favorite CX event to attend and why?

I enjoy attending the CX West event that Reuters Events hosts. It is a smallish event with great learning and networking opportunities that the bigger events don’t really achieve.

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

As the adoption and evolution of CXM programs mature, I envision that it will become a company-wide function rather than a siloed concern. We as CX leaders need to make this change happen by eschewing the surveys and scores-obsessed executives to become more concerned and invested in continuous improvements drawn from customer feedback and operational excellence.

How will you keep contributing to the CX community?

In several ways. First, by serving my clients who are actively investing in their harnessing experiential and operational data to define, decide, and design their portfolio of CX projects to improve the business and customer experience. Second, by sharing my knowledge and expertise via publishing – content for LinkedIn and a new book. Lastly, I will help, coach, and encourage other CX professionals in their work.