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

Leadership is critical to impulse change. I believe that sustainable success in driving change through customer experience is the combination of impacting HEARTS, HEADS, and HANDS. “Hearts” to convince people to willingly embrace change. “Heads” to equip them with the right skills and knowledge. And “Hands” to work hard and fight for the change that will impact your customers and employees. This is the most important role of the leadership.

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

I’d say that priorities depend geography and industries. Instead, I see that consensus and alignment around CX from the board to the frontline is still a greater challenges. The gap between the corporate speech, the actions, the results and the customer perception is mostly to be covered. To do that we need more dialogue, less suspicion, and more outside-in view of the business.

Which is your favorite CX event to attend and why?

I like generally CX international conferences, where CX professionals can meet and share about the development of the industry.

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

The demand for professionals in the CX discipline will continue to grow because without customers there’s no value for organizations. Instead, CX professionals need to grow their knowledge themselves with methods and principles that have sustainable impact.

How will you keep contributing to the CX community?

I’ll continue to share my knowledge and experience with the global CX community through content sharing. I’ll also work to support the development of the CX knowledge with research publications.