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

What is a cutting-edge CX one year is the brilliant basics the next.

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

The top challenge facing CX teams right now is how to bring to life automation use cases. Most organizations struggle with the inputs needed to drive meaningful autonomous processes such as data management, knowledge management, platform integrations and human to bot orchestration platforms. The best way to navigate the change is to just start somewhere. Driving production pilot to be able to experiment and take those learnings back into the business is invaluable.

Which is your favorite CX event to attend and why?

I have 3 that I attend: Enterprise Connect in Florida, CCW in Las Vegas and then while not a pure CX event I really enjoy AWS re:invent.

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

I think 2025 will be the year where we see a major disruption in the human agent workforce. As GenAI and automation use cases become more sophisticated Agentic AI will pick up more and more work normally reserves for human agents. The pace of change in 2025 will be rapid and I see consolidation of the numerous AI bot platforms.

How will you keep contributing to the CX community?

My area of interest is the innovative use of digital channels to pre-empt service as well as thinking through human-to-bot collaboration. Humans will be in the loop in CX for some time. Writing thought leadership pieces and continuing to build technology that enables this innovation is how I contribute.