
Rebecca Wettemann
CEO and Principal Analyst
Valoir Inc.
Rebecca Wettemann
What’s the most valuable lesson you’ve learned working in CX?
Technology is an enabler and amplifier of management and culture.
What’s the No. 1 challenge facing CX teams right now? And how should they navigate it?
How to leverage AI as a differentiator without FOMU (fear of messing up). A lot of the challenge is about finding the right tools and safeguards to ensure both accuracy and data security.
Which is your favorite CX event to attend and why?
There are a lot of good ones – both in-person and virtual.
What’s your big prediction for the future of CX?
Agentic AI will dramatically change CX, not just by dramatically changing digital interactions but by driving consistency, quality, and empathy across all channels.
How will you keep contributing to the CX community?
By continuing to help customers understand, plan for, and achieve value from CX tech, and by helping vendors increase and prove the value they deliver.