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

Customers are human, and so empathy is critical. Empathy isn’t rocket science; just listen, care, and SHOW you care.

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

Pressure by C-Suites to clearly demonstrate the ROI of CX.

Which is your favorite CX event to attend and why?

CX World Games – Volunteering one’s skills and experience for the good of those less fortunate is a great idea.

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

CX is alive and well, and here to stay, but AI is reshaping how we deliver it; faster, smarter, and more personalised than ever.

How will you keep contributing to the CX community?

By continuing to participate in podcasts, and publish blogs with lessons learned from my 30+ years in a corporate environment, and by continuing to train others, focusing on practical and sustainable solutions.