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

I would say our highlights so far this year has been:

– Exceeding our customers’ expectations to the point that they return again and again for additional services just to stay engaged with us. Ex; one of our customers saw a 4% increase to agent adherence resulting in them meeting their CMS (Center for Medicaid and Medicare Services) goals for the month.

– Continuing to build on our internal employee experiences. We have a deep focus on employee experience and engagement because we understand that without employee experience our customer experience would be subpar.

– Launching our first career-building community. We understand that CX is such a vast topic, and we need to build the leaders of tomorrow. Our Career community is focused on building those leaders.

Who is your business hero and why?

Everyone knows I love Zig Ziglar. I quote him religiously. However, I’d have to say my parents are my business heroes as they are the ones who instilled the seeds and love of entrepreneurship in me.

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

It’s so many..lol, I would say not being confident to start sooner, and playing too small.

When I first started Solid Rock Consulting 12 years ago it took me 3 to 4 years to even tell people about it. Then when I did start I played extremely small.

However, through serving I learned that people NEED what you have. You simply have to have the confidence to serve them.

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

That’s easy the BIBLE! For me the Bible is less about religion (while it certainly is that) what I love so much about it is it’s so many great stories about life, business, finance, health, etc. I find it to be a good read when looking for direction.

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

As a person who’s passionate about what I do and making an impact. My biggest challenge is always tempering, balancing and focusing my energy on what’s needed most.

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

From a service offering perspective, we offer Verint professional services today so our goal is to dive in deeper with the Verint user community. However, we have our eye on a number of other amazing strategic partnerships that we would drive utilization and adoption results for other systems customers as well. As it relates to technology internal Monday and Sharepoint are the ones operationally that make the greatest impact internally for us today.