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

Who is your business hero and why?

There are numerous business leaders I admire. One particular story that is inspiring is Australian entrepreneur Frank Lowy. He migrated to Australia in 1952 and started a small grocery store in a suburb of my home city of Sydney. He went on to build one of the largest shopping center operators and owners in the world Westfield. I recently read his autobiography, which was an incredible story or resilience and grit.

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

Local Measure started it’s life as a CX platform focusing on the hospitality sector. During covid, we almost got completely wiped out as airlines, hotels and theme parks shut down. That was a very strong lesson for me to not have all your eggs in one basket. We survived this period by expanding our product offering to new industries such as retail, public sector, finance and telco. Today, while we still count many hospitality customers as clients, we have a much more diversified portfolio of clients. My lesson was diversity if your friend!

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

I think it is probably a book I read in high school as part of our English curriculum called The Power of One by South African author Bryce Courtenay.

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

Like all business leaders, the biggest challenge I face is navigating an incredibly complex business environment. One which seems to see softness in the economy while also seeing a huge investment in AI-related technologies. Coupled with the pace of change in the CX industry, this balancing act is an ever-present challenge.

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