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

Your customer experience isn’t what you say it is. It’s what your customer says it is.

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

The No. 1 challenge facing CX teams right now is rising customer expectations in an increasingly complex world. The teams that focus on simplifying the experience before anything else are the ones that’ll create loyal customers.

Which is your favorite CX event to attend and why?

CX Accelerator events. They focus on supporting CX professionals across the global community.

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

The brands that will win will deliver an experience that intentionally instills humanity and AI in just the right places.

How will you keep contributing to the CX community?

I’m here to learn from others, teach others, and serve others.