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

Maintaining #1 CX position while increasing Digital care adoption.

Who is your business hero and why?

It’s clear, the multi-disciplinary CX focused team collaboration is the biggest hero in bringing in business outcomes faster and better.

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

In view of quick turnaround settling with assumptions and not obtaining the “Now” VoC for business decisions.

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

The Bible, forever relevant.

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

Digital empathy.

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

LLM.