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

To achieve the most success for all, the initiatives have to be aligned for the business, customer and employees.

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

Showcasing real business value and growth.

Which is your favorite CX event to attend and why?

Engage conference events, always well attended, great speakers and the UK CX Awards, great pre-event and evening, best awards nights.

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

CX will continue to mature and evolve and I very much hope will benefit from the advancements of AI, technology and neuroscience seeing far enhanced customer experience and business wins.

How will you keep contributing to the CX community?

I support and serve the CX community and those businesses that value being a customer-led, customer-focussed organisation by helping them hire more impactful, diverse leaders that stay for longer and are more successful. I share insight, thoughts and showcase business leaders and CX professionals on our Podcast The Impact Room. I am a Senior Director at the Customer Institute, helping to enhance the global CX community raising standards, and I am a judge and Chair of the Steering committee for the CX Awards and Awards International, who I have been proud to support and work with for some 15 years now.