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

The winners in business are often those who are ridiculously easy to do business with.

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

Aligning company policies with customer preferences.

Which is your favorite CX event to attend and why?

CCW. Everyone is there.

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

There will be a tangible backlash against organizations who implement broad AI programs and eliminate human interaction options. There will be a new “reverse disruption” with the reintroduction of customer-preferred options that others have eliminated.

How will you keep contributing to the CX community?

I speak internationally and write books.