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

Helping organisations realise the impact of AI in building better customer outcomes has been a major highlight. Overall it’s been a pleasure to be part of the buzz and excitement around customer experience, which has certainly gone up a level this year across the industry.

Who is your business hero and why?

There are a number of people that I have huge respect for, who have had an impact on my professional life. Some of these include the likes of Simon Sinek, and Steven Bartlett, but the one that stands out for me is Adam Grant. The main reason behind this is the humility behind every message he delivers and his overarching mantra is ‘helping others succeed gives your own success meaning!’

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

Mistakes are what make us all human, and I have made my fair share 🙂 I always try and ensure to self reflect on these mistakes to see how I can learn from the experience to achieve better results next time. Some of the biggest mistakes came earlier on in my career and a lot of these were down to not setting the right expectations with my team or customers. Naturally, this resulted in overpromising and at times, under-delivering. I’ve learnt overtime that consistently setting and maintaining expectations has helped me greatly in both my personal and professional life.

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

I’ve taken inspiration from many books over the years, but the one that stands out most recently is Atomic Habits. I found the book effective as it breaks down habit formation into actionable, incremental steps, emphasising small changes that compound over time. By focusing on habit cues, rewards, and routines, it offers a practical framework for creating lasting behaviour change.

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

My biggest challenge is ensuring our solution remains not just relevant but indispensable to our customers. With the landscape of customer expectations evolving rapidly, staying ahead means constantly innovating to meet their needs while maintaining seamless integration with their existing systems. It’s about striking that delicate balance between anticipating future demands and delivering value that drives business growth and customer retention.

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

Without stating the obvious, the technology that’s making the biggest splash in our CX space is AI. AI is already revolutionising the way we engage customers, offering accurate insights into their behaviours and preferences. With AI-powered tools, we will see more personalised interactions at scale, anticipate customer needs, and deliver more tailored solutions, ultimately enhancing satisfaction and loyalty.

In essence, AI is not just a technology but a catalyst for elevating the entire customer experience landscape, and we’re incredibly excited to harness its power to redefine excellence in our industry this year.