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

Change Management is core to successfully implementing a CX Strategy. Our mindset and behaviour as employees is an endeavour to be a role model; to reinforce mechanisms; to developing talent and skills; and foster understanding and conviction.

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

Speaking business language and metrics. CX professionals need to rise to the challenge of connecting CX practices to business objectives; join the ROI dots.

Which is your favorite CX event to attend and why?

Service Excellence Awards – rewarding and recognising CX efforts is a powerful advocacy platform.

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

Integrating AI in CX Data Analytics and talent development to match augmented ways of work in the era of AI.

How will you keep contributing to the CX community?

Knowledge sharing and Thought partnership.