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

There is no technology in the CX space that will solve the three P’s most organization are struggling with to achieve better results: people, process, and power.

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

How to retain, engage, and empower employees. This should be handled through using quantitative measures to trigger qualitative investigations AND following through on the findings from those investigations.

Which is your favorite CX event to attend and why?

I have not been to enough events consistently to weigh in, but I have plans of changing that this year!

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

Due to the classic “garbage in/garbage out” reality of technology, AI will not be nearly as impactful as the buzzy marketing headlines make it out to be – at least not for a while.

How will you keep contributing to the CX community?

Through LinkedIn, I’ve been finding new people to connect with privately or publicly and I’m enjoying the ride! Personally, I’ve been writing articles and joining pods as a guest. The main thing is there is no right or wrong answers, it’s all about engaging in honest dialogue to consider the complex perspectives we face in the CX space.