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

That the heart of every interaction is a human.

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

To embrace ever-evolving world of technology, especially with rapid introduction of AI and Automation. Build a customer-centric culture without over-reliance on automation and have human touch available when needed.

Which is your favorite CX event to attend and why?

I love to attend the Digital Transformation Expo to understand the role of technology in driving Customer and Employee Experience.

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

Effective and efficient collaboration of Virtual Agents and Human Agents to provide the best CX.

How will you keep contributing to the CX community?

I’m eager to share the insights and knowledge I’ve gained throughout my 20 years in the CX industry. My commitment to continuous learning keeps me up-to-date on market trends and emerging challenges, and I’m passionate about sharing these insights with the CX community to help us all navigate the ever-changing landscape of customer experience. I believe my experience can provide valuable context and practical guidance to everyone.