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

I have been in my happy place – I have spent time in 6 very different contact centres across the country, helping them navigate a path to improvement.

Who is your business hero and why?

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

Letting pressure get the better of me. In 2006 had to take 5 weeks off after a boiling pot of pressure managing a very demanding contact centre client in a very challenging climate took me over the edge. I learnt that pressure can make you blind to answers and you have to know early when you are starting to struggle and put support measures in place.

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

James Caan ‘Start your business in 7 days’. Entering my 10th year of Injection Consulting I was inspired by the notion that you could create a ‘business’ in a week.

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

Juggling day-to-day with continual learning. I have a lovely mix of great clients across strategic support and contact centre discovery engagements – clients like Onecom offer me a great opportunity to help their contact centre customers improve. I can’t sit on my 25 years of tacit knowledge in the contact centre world. The onus is on me to continually learn and absorb as much as possible into developments within the CX so that they receive maximum value.

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

The big dipper of the fairground – our new friend – Generative AI. I believe it is going to have a monumental impact on all aspects of the Customer Service world. To support customers navigate that impact you have to have clarity on capabilities, gotchas and the most valuable/adoptable use cases to operationalise with measured risk.