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

Customers don’t care about our org chart. They just want the promise we made. And, if a problem ever comes up, they just want it solved so they can get back to their life.

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

Getting the proper attention for investments in CX.

Which is your favorite CX event to attend and why?

Small exec roundtables. For the intimacy and the authentic discussions.

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

Tech will continue to evolve and get more personalized and predictive.

How will you keep contributing to the CX community?

I write a 2x weekly newsletter specifically for CX professionals to help them level up.