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

CX is a multi-function, multi-stakeholder & multi-product approach, probably one of the most complicated one in collaboration Meet customer where they want, every small detail matter, always keep customer journey a priority.

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

To what extent, & how exactly AI should be incorporated into CX processes… AI still is approached with some conservativeness. What it has already proven is undeniable cost cutting measures and achieving higher CX successes, mainly at the initial levels of support. Instead of treating AI ONLY as a cost center, potential loyalty, stickiness & additional value it could generate should be factored into AI RoI calculations. Staff, whose roles are in danger of elimination / automation by AI can be trained to work alongside AI for higher customer success & companies should be brave in embracing AI not only when customers reach out, but also spotting & resolving issues even before customers are aware, just like network admins.

Which is your favorite CX event to attend and why?

Any CX event with demonstration of cutting-edge, production environment use cases.

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

Even with interactions that we classify “human-like”, AI is to potentially perform significantly better than an average human.

How will you keep contributing to the CX community?

By accurately covering CX industry and actively helping to design, build & operate CX workflows, processes & teams.