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

Who is your business hero and why?

Jeanne Bliss’s book Chief Customer Officer just made sense, and I have followed its path since I picked it up. I love the way Jeanne has conducted herself, and I also love her most recent chapter, where she gives back to others. I would say she’s done it her entire career, but now this chapter is entirely devoted to it. Miuccia Prada would be another hero; she is direct and has a strong sense of self.

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

Overinvesting in a company, I learned long ago that you’ll have many chapters in your career; some are long and storied, and others are short and sweet. It is important to know when to turn the page. Understanding this has allowed me to be more present and develop myself in other ways that make me a better customer-focused leader. I have learned it is important to have a well-rounded life outside of your career that contributes energy to your work life.

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

Fiction: All the we cannot see
Non-fiction: Madame Secretary: A Memoir

In both cases, stories of people who, in many ways, were underestimated and overcame real challenges to have positive impacts on the world. The writing in All the Light, which we cannot see, was exceptional, along with its story. Madeleine Albright is a great read because she demonstrates to us all that age and choosing a path that is not as straight and narrow creates opportunity, and you’ve got to be ready to take it when it shows up, no matter what age.

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

It is always important to have data and systems and connect them all up to ensure our teams and our customers have a seamless experience. Prioritizing our efforts is also certainly important to us, to ensure we are working on the right things that impact our customer experience in a positive manner.

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

In terms of technology, it is the orchestration of multiple technologies coming together to serve the customers that will have the greatest impact. Continuing to focus on putting the right information in the hands of our team members to deliver a great experience is our focus.