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

Launched a new CX design tool series for 50 AMA employees with whom we collaborate to improve CX across AMA’s 12 product lines and 20 digital platforms. The series includes didactic learning, persona, journey mapping and other design assignments applied to a specific customer/business problem, and consulting with thought leader, Kerry Bodine (author of Outside In).

Who is your business hero and why?

Elon Musk – a fearless, disruptive genius.

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

Failed to execute strategic aftercare (monitoring, refinement) for a significant business change.

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

The Catalyst (Jonah Berger). Made to Stick (Heath, Heath). Read a good deal – would say most inspirational recently.

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

Achieving balance – need to execute according to plan and achieve stretch goals yet have the wisdom and flexibility to take advantage of unanticipated opportunities that promote reliance on CXOne.

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

Piloting the use of AI in the contact centre to improve service quality performance and generate unique CX insights.