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

Ensuring the customer requirements are fully met and documented.

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

Agent Attrition and engagement. It’s important to leverage solutions that engage agents and provide opportunity for growth.

Which is your favorite CX event to attend and why?

CCW is a great event as you are exposed to real-life challenges and there’s a wealth of knowledge within the community.

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

CX solutions are changing and growing so rapidly that I believe we will see a rise of point solutions vs. the traditional platform solution and new WFM players will enter the market.

How will you keep contributing to the CX community?

Ensuring that I stay apprised of the new CX and AI solutions entering the market and understanding the impact they may have on current and future clients.