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

The most valuable lesson that I learnt in customer service is to always prioritize empathy and actively listen to understand your customer’s needs and perspective, as this builds trust and loyalty, even when providing imperfect solutions; essentially, “putting yourself in the customer’s shoes” to truly care about their situation.

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

Diverse customer expectations is a No. 1 challenge that CX teams are facing. To navigate diverse customer expectations in customer service, actively listen to understand individual needs, adapt communication styles based on cultural nuances, prioritize inclusivity in language and interactions, gather feedback regularly to identify patterns, and ensure your team is trained to recognize and respect diverse perspectives.

Which is your favorite CX event to attend and why?

AWS Reinvent because it offers a comprehensive mix of high-quality technical sessions, hands-on labs, networking opportunities with industry leaders, product announcements, and a large expo showcasing the latest AWS innovations, all in one place, allowing attendees to deeply immerse themselves in the world of cloud technology and learn about the latest CX-focused features and best practices across various services.

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

Traditional IVRs will get replaced by AI Based Voice Bots.

How will you keep contributing to the CX community?

Join relevant online forums and groups, share my expertise through articles or presentations, participate in discussions, volunteer for CX initiatives, network with other professionals, attend industry events, conduct research and share insights, mentor others, and actively engage in thought leadership by sharing your unique perspectives on customer experience best practices.