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

The importance of working with multiple leaders, and functions, to ensure strategic alignment and successful implementation of CX initiatives and programs. CX is a team effort, that requires effective leadership too.

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

The number one challenge is to become complacent and believe that the provided experience is “good enough”, after multiple years of improvements. The only way forward is to keep a growth mindset and embrace continuous improvement.

Which is your favorite CX event to attend and why?

Networking events, with interactive panel discussions, more than presentations.

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

CX will continue to be relevant, despite some messaging about its decreasing significance. We’re all human, and enhancing and improving the human experience will always be a differentiating factor if done well.

How will you keep contributing to the CX community?

Sharing my thoughts, continuously learning and participating in CX forums and other online communities to share lived experiences, learnings and constantly challenge the status quo.