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

That bias toward action, stakeholder listening, and timing are collaboration superpowers.

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

For small sized CX teams, it’s an ongoing challenge to balance resources devoted to CX solutioning and outcomes amplification.

Which is your favorite CX event to attend and why?

I appreciate benchmarking and recognition events hosted by CXPA, USCXA, and CX Today because award submissions require earnest self-evaluation which leads to program evolution.

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

While ROI of CX continues to be important, evolutionary teams will identify and amplify their value and impact aligned with business goals and growth.

How will you keep contributing to the CX community?

I’ll continue to be an active member of the CX community by having a leadership point of view informed through self-directed learning, CX certification, participation in professional associations, and networking.