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

We’ve been working on a number of projects for some iconic global brands to define what their future loyalty strategy should be which have been some really exciting and insightful projects. As part of this, it’s really encouraged me to think about brand loyalty beyond the schemes and points to understand how CX and customer centricity can be at the heart of driving long-term, sustainable growth.

Who is your business hero and why?

I’ve always admired Tony Hsieh the former CEO of Zappos. He was pivotal in the creation of Zappos unique customer-centric strategy putting a huge emphasis on company culture and delivering exceptional customer service at every touch point.

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

The biggest mistake I’ve made was underestimating the power of proactive communication to customers. I learned firsthand that transparency and timely updates are essential in maintaining trust and loyalty among customers. This was particularly prevalent during COVID but since then, I’ve prioritised clear communication strategies to ensure customers are informed and reassured, even in the face of challenges.

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

I find Angela Duckworth’s book “Grit” incredibly inspirational and often find myself returning to reread chapters of the book for renewed motivation and clarity. Her definition and explanation of Grit as a key determinant of success resonates deeply with me, reminding me of the importance of resilience and determination in overcoming obstacles. She has many fascinating stories of individuals from various fields that showcase the importance of perseverance in achieving long-term goals.

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

In 2024, the biggest challenge I face in my role is supporting organisations in navigating the noise of evolving technology while ensuring that we prioritise getting the basics right. Customers increasingly demand seamless experiences and neglecting foundational elements in favour of flashy tech risks alienating them. Therefore, my focus is on ensuring that we excel in fundamental aspects of customer service before integrating new technologies. By striking this balance and prioritising customer-centricity, we can retain loyalty and drive sustainable growth.

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

As clichéd as it may be, we can’t underestimate the impact of AI. AI-powered tools and algorithms have the potential to revolutionise customer experience by enabling personalised interactions, predictive analytics, and automation of routine tasks. Used and adopted properly, we can better understand customer preferences, anticipate their needs, and deliver tailored solutions in real time. There’s no doubt this will be advantageous in driving business growth and competitive advantage in a rapidly evolving market landscape; however, it should be adopted with care and total understanding of the impact on the customer otherwise, the risk of my previous comment comes true!