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

The most valuable lesson I’ve learned in CX? It’s that empathy isn’t a buzzword—it’s a disruptor. Without it, you’re just pushing processes and KPIs. But when you lead with empathy, you flip the script. You stop treating customers like case numbers and employees like cogs. Instead, you build real, human connections that drive loyalty, innovation, and trust. The secret? Empathy isn’t soft—it’s bold, it’s raw, and it forces you to challenge outdated mindsets. That’s how you truly revolutionize CX.

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

The No. 1 challenge facing CX teams today is breaking free from the ‘one-size-fits-all’ mindset in a world that demands hyper-personalization. Too many teams are stuck juggling legacy systems, siloed data, and outdated processes that reduce customers to numbers. To navigate this, CX teams need to embrace agility—tearing down silos, integrating real-time data, and leveraging AI to create personalized, human-centric experiences at scale. But here’s the kicker: technology alone won’t save you. You need a mindset shift, a bold willingness to challenge tradition, and a culture that puts people—not processes—at the heart of every decision.

Which is your favorite CX event to attend and why?

My favorite CX events to attend are the CX Retail Europe Exchange in May in Lisbon, the Customer Contact Week Europe in October, typically held in Amsterdam, and the Contact Centre Symposium in May in Sydney. Each of these events stands out for its unique focus and ability to spark real, meaningful conversations. The CX Retail Europe Exchange is all about innovation in one of the most dynamic industries—retail. It’s where disruptors and thought leaders come together to challenge the status quo, and Lisbon’s vibrant culture provides the perfect backdrop for bold ideas and inspiring exchanges. The Customer Contact Week Europe in Amsterdam is a powerhouse event, bringing together CX and customer engagement leaders to dive deep into strategy, innovation, and actionable insights. It’s an essential gathering for anyone serious about redefining customer experience. The Contact Centre Symposium in Sydney is another favorite, offering a global perspective on how contact centers are evolving from cost centers to strategic hubs of customer engagement. Sydney’s dynamic business ecosystem and welcoming atmosphere make it a fantastic venue for disruptive discussions. That said, I’m always on the lookout for more CX events globally, where diverse perspectives and bold ideas push the boundaries of what’s possible in customer experience. Every event is an opportunity to learn, challenge, and grow!

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

My big prediction for the future of CX? The rise of Emotionally Intelligent AI. As technology advances, the focus will shift from purely solving problems to understanding and responding to customer emotions in real-time. AI won’t just analyze what customers say—it’ll interpret how they feel and adapt interactions accordingly, creating hyper-personalized and deeply human experiences at scale. But here’s the catch: while AI will dominate the operational side of CX, the human element will become even more critical. The companies that win will be those that combine tech-driven efficiency with human-led empathy. CX teams will need to evolve into strategic architects of customer trust and loyalty, crafting experiences that aren’t just seamless but also meaningful. Ultimately, the future of CX won’t just be about better tools or faster resolutions—it’ll be about creating connections that customers don’t just value, but remember.

How will you keep contributing to the CX community?

I’ll keep contributing to the CX community by shaking it awake from its comfort zone. The industry has been coasting on outdated ideas for too long, and my mission is to disrupt the status quo. My book, Echoes of Disruption: Reimagining Customer Engagement for the Future, is just the start. It introduces the OmniSphere Customer Engagement strategy—a bold, no-nonsense framework designed to redefine CX in a world that’s demanding more authenticity, agility, and humanity. But I’m not stopping there. In the near future, I’ll be launching a podcast to spark raw, unfiltered conversations with disruptors and visionaries who aren’t afraid to challenge what’s broken. I’m also working on practical tools, born from the book’s principles, to help CX leaders stop spinning their wheels and start driving real transformation. The CX industry doesn’t need another buzzword or recycled playbook—it needs a wake-up call. And I’m here to deliver it.