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

While every customer is special and will have their own unique challenges, there are also so many common themes and expectations across a customer base. This means you have to find the right balance of standard approaches and speciality offerings so you’re able to serve your customers’ needs and the needs of your business. But, even with a solid foundation of offerings, listening to your customers’ goals and objectives so you know how to help them maximize value from your solutions is critical.

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

Tech businesses are challenged with how to drive profitable growth – no longer just growth at all costs. Customer experience (CX) teams can be a huge lever in how companies achieve profitable growth but it means we have to rigorously manage costs and build scalability into how CX teams are structured and how they operate. Getting creative about how to build in repeatability – through templatized system implementation, utilizing technology/AI to automate lower value tasks, and looking at how to bring self-service modes to customers – will not only help drive that profitable growth but will also level up the customer experience. It’s a win-win!

Which is your favorite CX event to attend and why?

I always love going to TSIA conferences (Technology & Services Industry Association) – and I’ve spoken at one. I love how TSIA dives deep into the separate domains of professional services, support, and customer service while bringing a unifying, top level theme that can help executives really drive an enhanced end-end customer experience. But I believe in the power of networking, so I’m always eager to attend events where I can meet fellow leaders in the CX world to share tips, tricks, and even war stories. It helps us all!

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

Artificial intelligence (AI) is going to revolutionize how businesses support its customers. Gone are the days of Google searches that yielded lists of links – people now expect immediate and summarized answers to questions and issues to enable them to be more autonomous in managing their systems, processes, and people. I believe that leveraging AI and technologies to drive more self-service in all facets of CX – from how we sell, to system implementation, to customer onboarding, to ongoing support throughout their journey with a company – is a must to avoid being left behind.

How will you keep contributing to the CX community?

I come from a background in “disruptive” technologies, and I’m passionate about the exploration of how AI and other technologies can impact the CX space. I love to share my experiences in things that have worked and things that haven’t proved to be as valuable. I’m always eager to talk 1:1 with other CX leaders, as well as present my experiences at conferences, seminars, etc. We’re all in this together, and I believe sharing our perspectives, successes, and challenges will help our industry at large.