What has been your business/work highlight of 2024 so far?

1. Developing a CX Maturity Assessment for our workforce to define CX from an internal point of view.

2. Running our 5th wave of Global Customer feedback and achieving increases of +10pts for IT NPS and +21pts for Digital Transformation NPS.

3. Gaining a better understanding of neurodiversity and how this affects, impacts and benefits colleague interactions in the workplace.

Who is your business hero and why?

For a many times, this was Duncan Banntyne, for his ability to spot new and lucrative business opportunities and his awareness of the right time to exit.

What’s the biggest business mistake you’ve made and what did you learn from it?

Trust in business doesn’t come easy. It should be earned and built up over time to ensure the greatest transparency between employees and highest functioning teams. This also counts for the relationships you have with your employers. I have learned to not give trust away too easily.

What’s the most inspirational book you’ve ever read and why?

In CX – Loyalty Myths by Tim Keiningham et al. Over 20 years ago they wrote about myths and mis-assumptions being made in CX management that are still being made today.

What’s the biggest challenge you face in your role in 2024?

Unifying understanding of CX business-wide and helping colleagues avoid some of the common pitfalls and CX myths.

What technology will have the greatest impact on your business this year and why?

Self-serve; automation; AI.