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

Who is your business hero and why?

My business hero is Steve Jobs, the co-founder of Apple. His relentless pursuit of perfection and focus on creating intuitive, user-friendly products have set the gold standard for customer experience. Jobs’ legacy is a testament to the power of design, innovation, and a relentless focus on the customer experience. He showed that businesses can achieve extraordinary success by creating products that people love to use. His example inspires me and countless others in the CX industry to strive for excellence in everything we do.

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

I tend to classify even grave mistakes as life lessons, which may not be apparent when they happen. This happened many moons ago, as a young analyst, when I was working on developing a thought leadership paper for a C-level audience. I was excited. I was so happy filling it up with every jargon possible, admittedly not understanding them all and possibly missing the bigger picture. A candid review with my then-manager was no less than a shock to my ego. However, that discussion helped me understand the importance of internalizing before writing. Some golden phrases, such as “beauty is in simplicity,” “always remember the audience,” and “what is in it for the reader,” are some wise words that stuck with me forever.

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

“Man’s Search for Meaning” by Viktor Frankl.

It’s a powerful memoir that chronicles Frankl’s experiences as a prisoner in Nazi concentration camps during World War II. Despite enduring unimaginable suffering and loss, Frankl found meaning and purpose in his life through his work as a psychiatrist and his belief in the human spirit’s resilience. The book has helped me appreciate the importance of finding meaning in my own life and never giving up hope, even when faced with challenges.

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

Staying abreast of rapid technological changes while debunking the hype. While excited about the new tools/ capabilities, we must remember not to put the cart before the horse.

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

It is probably an understatement to say that GenAI has the potential to revolutionize the way we work and live, making us more efficient, insightful, and impactful. While we are all excited about GenAI, LLMs, etc., this brings attention back to Data. Organizations must invest in robust data strategies that prioritize quality, privacy, and ethical use to truly harness the power of AI and deliver exceptional CX.