Edward Grant

Edward Grant

CFO

Solgari

Edward Grant

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

Identify the key customer trends and make sure the solution lands right on top of that!

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

It’s all about the data. CX teams are striving for a single golden source of customer conversations. That is the key to unlocking a superior customer and employee experience and unlocking Generative AI that can make an impact out of the box. The way to address it is to look at modern apps that can deployed rapidly without a project and make rapid progress in creating that single data source.

Which is your favorite CX event to attend and why?

Enterprise Connect. This event crosses into customer engagement and moves beyond the concept of contact center.

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

Generative AI can make a huge difference to CX today. Customers and partners who can rapidly access a golden source of unstructured communications data will be using Copilots and relevant AI Agents in their daily flow of business with immediate improvements to CX. Those companies that can’t access this data will have noticeably inferior customer engagement capability.

How will you keep contributing to the CX community?

Our team at Solgari are at the forefront of CX innovation with our customers using Copilot and relevant AI Agents out of the box within our Teams app. Learning from our customers and partners, I and our team will continue to contribute to our customers success and to share what has been possible to achieve.