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

When it comes to CX, reliability or simply being there for your customers is second to none.

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

Out of many, the #1 challenge CX teams face is keeping up with increasing demand and growing service standards, while having to constantly adapt to rapid change. The key in successfully making it through lies in the fine balance between adopting forward-looking practices, mainly around AI, while never compromising the classic fundamentals that always have and always will be the base of great CX.

Which is your favorite CX event to attend and why?

Enterprise Connect is my absolute favorite event. It focuses on CX while also featuring surrounding, importantly-related areas like UC, CRM and of course AI.

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

My prediction for the future of CX is the seamless integration of it with AI and UC platforms. As AI evolves to be more connected, capable, and compliant, it will address increasingly complex customer needs. However, truly transformative CX will require a holistic approach—one that thrives when customer experience and unified communications work in perfect harmony.

How will you keep contributing to the CX community?

I plan to continue to focus on bridging CX with UC and AI, ensuring these advancements enhance the core principles of CX: always-on reliability, availability anytime and anywhere. I also remain committed to listening and sharing insights within the CX community, because it’s through our collective experiences and perspectives that we can truly make customer experience awesome for everyone.