Richard Tarity
Founder & CEO
truCX
Richard Tarity
What has been your business/work highlight of 2024 so far?
Another highlight has been the expansion of our platform’s User Analytics feature, enabling organizations to see scoring, sentiment, and priority insights at an individual level. This has added a new layer of depth to our offering, empowering clients to make more personalized, data-driven decisions.
Through these developments, truCX is redefining CX discovery and giving consultants and brands the tools to elevate their customer experience with precision and speed. Seeing our clients leverage these tools to accelerate change has been both inspiring and validating.
Who is your business hero and why?
My business hero is Steve Jobs. His approach to innovation and his relentless pursuit of simplicity and excellence have deeply influenced my vision for truCX. Jobs had an extraordinary ability to identify unmet needs and design solutions that transformed entire industries—something I strive to emulate.
He was fearless in challenging the status quo and pushing boundaries to create products that didn’t just meet expectations but redefined them. For truCX, I take inspiration from his commitment to making complex technologies intuitive and accessible. Just as he revolutionized how people interact with technology, I aim to make CX insights not just accessible but actionable, empowering organizations to elevate their customer experience in meaningful ways.
What’s the biggest business mistake you’ve made and what did you learn from it?
One of the biggest mistakes I made early on was over-investing in a solution that I was passionate about but didn’t fully validate with my target audience. I got so wrapped up in the product’s potential and my vision for it that I didn’t take enough time to test real customer interest or iterate based on early feedback. As a result, we spent more resources than we should have on features that didn’t resonate, which slowed down the product’s adoption.
What I learned from that experience was the critical importance of validating assumptions with potential customers at every step. Now, whenever I launch something new, I prioritize gathering feedback and making adjustments over perfecting the initial version. This approach has helped me create solutions that genuinely align with market needs and reach the right customers faster.
What’s the most inspirational book you’ve ever read and why?
Think and Grow Rich by Napoleon Hill and I read it again every year!
What’s the biggest challenge you face in your role in 2024?
In 2024, my biggest challenge is staying ahead of rapidly evolving customer expectations and the increased complexity in the CX and EX landscapes. With new technologies and platforms constantly emerging, it’s crucial to keep truCX positioned as a comprehensive, data-driven solution that remains relevant and valuable to CX leaders and their teams.
Balancing the speed of innovation with the need for usability and effectiveness is also a major focus. Each enhancement to truCX must genuinely add value without overwhelming users or complicating the platform. This means we’re constantly refining our approach, incorporating feedback from trusted advisors and customers, and ensuring that truCX remains adaptable for both current and future CX needs.
What technology will have the greatest impact on your business this year and why?
Artificial Intelligence (AI) is poised to have the most significant impact on our business in 2024. Its ability to analyze vast amounts of data and generate insights is transforming the customer experience (CX) industry. AI enables hyper-personalization, allowing companies to tailor interactions based on individual preferences and behaviors. The integration of AI into CX strategies is becoming increasingly essential for businesses aiming to meet evolving customer expectations and maintain a competitive edge. truCX is also integrating AI into our platform to help businesses drive better CX strategies based on the results of their scoring from their journeys.