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

The best employee engagement does not come from employee experience. It comes from investment in personal and professional growth aligned to personal and professional goals and values. However, the best customer experiences come from organisations that understand the above.

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

Adding tangible value. CX teams cannot sit in a silo and cannot be the hero. CX teams need to be the servants of the organisation whilst at the same time being the conductor, guiding and orchestrating great processes, tech and people. This is how they add value. Not with just journey maps and surveys.

Which is your favorite CX event to attend and why?

It’s hard to go past Dreamforce due to the sheer size, depth and breadth of the event however I do also like the ICMI Contact Centre Expo as it holds a special place in my heart and I get to connect with so many international friends I usually can only see via video.

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

I think observability will feed CX blueprints and create a clear picture of the customer and agent journey in real-time to identify friction points. Allowing quick service recovery and prevention. I also believe that we will see the death of NPS and surveys in their traditional form. Surveys will become predictive based on language, subject, tone and effectiveness of interactions.

How will you keep contributing to the CX community?

In 2025 I will continue to connect people with the biggest names in CX on a more personal and engaging level through content. I will continue to write thought-provoking articles that encourage conversation, not matter-of-fact. And finally, I will release my book into the wild!