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

My biggest highlight in 2024 so far was the release of Omnichannel and Digital CX for Voca CIC, which came together with Voca CIC’s selection as the best Microsoft Teams Contact Center solution by CX TODAY, as part of the 2024 CX Awards. That was some start for the year.

Who is your business hero and why?

Amongst many heroes in different fields in life, Satya Nadella has to be my hero when it comes to business. Satya took a company with multiple, fragmented offerings with no clear north star, and turned it back into the super-conscious value generating corporate that it used to be.

Satya’s ability to lead Microsoft with a clear direction allowed the corporate to invest heavy resources on focused fields such as cloud and AI, setting the stage for Microsoft to remain the leading tech corporate in the world for many years to come. He led a true, sustainable revolution.

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

One thing I’ve learned to avoid as I evolved in the business space, is to stop paying too much respect and attention to theoretical design decisions. Instead, I’ve learnt and witnessed the power of designing an offering that purely focused on market demand and concrete customer field inputs. Nothing beats a view that’s truly based on your own customers.

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

The most inspirational book I’ve ever read is Sir Alex Ferguson’s ‘My Autobiography’. Sir Alex released his autobiography in 2013, summarising years of managerial growth and tremendous success. Every chapter in Sir Alex’s autobiography contains life lessons to take for years. He is a remarkable leader to learn from.

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

With the rapid growth we’re experiencing with Voca CIC, the biggest challenge in my role this year is making sure we grow in a structured, sustainable and scalable way – setting the stage for long-term success.

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

Generative AI without a question will be the technology making the greatest impact during 2024. Generative AI and Large Language Models open up a whole new world of CX and EX use-cases, and 2024 is the year for vendors to leave an early mark on users, and position in the market as early leaders in AI offerings. Of course, a sheer delivery of AI capabilities won’t suffice; The market is seeking for AI that’s not only capable, but also practical, safe and trustworthy.