What has been your business/work highlight of 2024 so far?

Incubating GenerativeAI in CX transformation roadmaps, brainstorming use cases with clients across industries and taking ideas to proof of concepts and finally to production delivering results. Getting recognised by WomenInCX as top women to follow in CX / and CX influencers as women in CX.

Who is your business hero and why?

Peggy Roe – Chief CX Officer for Marriott, I love the way they are paving the way for newer benchmarks in CX Transformation.

What’s the biggest business mistake you’ve made and what did you learn from it?

Assuming what the clients / customers need, ASK ASK ASK, I make it a point to ask questions and understand “Voice of the Customer”.

What’s the most inspirational book you’ve ever read and why?

Born to run, it inspired me to read about running and motivated me to do things outside our comfort zone.

What’s the biggest challenge you face in your role in 2024?

How to drive HyperPersonalisation through technology and ensure customers get north star CX experience.

What technology will have the greatest impact on your business this year and why?

GenerativeAI, how it shapes the future of CX.