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

Applying our 3M CXM model to companies in the US, Mexico and India.

Who is your business hero and why?

Prof Dr Phil Klaus. His master is the truth, when it comes to research, yet he is able to translate academic rigour into business practicality.

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

When I started, trying to do too much myself. I learned having people around you to take care of things I can not do, can’t do well or don’t enjoy is not a cost but a sound investment.

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

I read a lot of cx books, because we run the CX Book Club. So books by Job Picoult and Jim Tincher impressed us. But my personal favourite is from 2000, Malcolm Gladwell Tipping Point. It showed me the importance of great design to increase the certainty of achieving an outcome.

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

Scaling with quality. We have an incredibly talented team. As we grow we are needing individuals with new skills, but still believe in the same values we do; go beyond business to deliver great outcomes for customers.

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

We are getting a lot of value from power BI at the moment. It’s helping to create so much more from the customer insights we use.