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

Who is your business hero and why?

Stephen Covey is my business hero. His principles around leadership and personal effectiveness have always resonated with me, especially his focus on values-driven action. Covey’s approach in The 7 Habits of Highly Effective People isn’t just theory—it’s a guide for leading with integrity and intention. His emphasis on habits, prioritization, and aligning work with deeper values shaped my own philosophy on CX leadership. Covey showed me that true influence and success come from building trust and fostering meaningful connections, which is exactly what I strive to bring to my work with Metric Sherpa.

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

The biggest mistake I’ve made in business? Not asking for help when I really needed it. Early on, I felt the pressure to figure everything out on my own, to show I had everything under control. But looking back, that reluctance to ask for support cost me time and led to a lot of unnecessary stress. I’ve learned that reaching out doesn’t undermine my capabilities—in fact, it’s one of the most strategic moves a leader can make. Collaboration and leaning on the expertise of others have become cornerstones of my approach, shaping how I support others in tackling their CX challenges head-on.

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

The most inspirational book I’ve read is The Promise of a Pencil by Adam Braun. It’s a powerful reminder of what one person can accomplish when driven by purpose and a clear vision. Braun’s journey—turning an idea into something that genuinely impacts lives—is both humbling and motivating. His story has influenced how I approach my own goals, reinforcing the belief that meaningful work isn’t just about ambition but about creating something that leaves a lasting mark.

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

The biggest challenge I face right now is stepping back into the world of entrepreneurship—it’s exhilarating nausea at its finest. There’s a thrill in building something new, with the freedom to define my path and make a real impact. But there’s also that knot in the stomach, the reality that every decision, every strategy rests squarely on my shoulders. I call it exhilarating nausea because, while the excitement keeps me driven, there’s a certain intensity in knowing that the stakes are high and the safety net is small. It’s this blend of adrenaline and uncertainty that’s both daunting and energizing—exactly the space where growth happens.

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

The technology set to have the greatest impact on my business this year is AI and automation. Like many of us, I’m digging into where it makes sense—where it truly adds value. For me, it’s not about jumping on the AI bandwagon for its own sake but understanding how it can genuinely augment skills, streamline tasks, and support smarter decision-making without losing the personal touch that defines CX. My focus is on using AI and automation in ways that elevate both my work and my clients’, making sure it’s aligned with our goals rather than distracting from them. It’s about finding that balance where technology enhances rather than overpowers the human elements of business.