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

Don’t underestimate the effort to truly understand your customers in order to design and deliver great experiences.

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

The mix of changing customer expectations which is indelibly linked to the pace of technological change and advancement.

Which is your favorite CX event to attend and why?

My favourite CX event keeps changing – what I truly value are events that blend thought leadership, networking and the opportunity to learn and engage with industry peers.

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

In the next few years we will be designing services that allow for a mix of AI to AI, AI to human and human to AI experiences. Your customer will be both a person/business and their authorised AI agent.

How will you keep contributing to the CX community?

I will contribute to the CX community through sharing insights, thoughts and tips, building up others who do the same and encouraging the growth of a global approach to improving the customer experience.