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

Silos (human and data) are a significant barrier to delivering exceptional customer experiences. When departments don’t communicate, the blame game starts, and CX accountability is lost. The customer ends up in the middle, being passed around with no resolution. As I frequently discuss in my keynotes, workshops, courses, and Doing CX Right®‬ podcast, the key isn’t fixing just one department—it’s about creating a culture of accountability across the whole organization.

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

A key challenge facing CX teams today is understanding customer needs, which are changing faster than ever. As a result, many teams struggle to design experiences that truly address the most pressing pain points. In the past, customer journey maps were a helpful tool, but the shift now is toward Journey Management. Journey Management goes beyond mapping—it’s about actively managing and optimizing the entire experience ecosystem. This means continuously aligning not just the customer journey, but also the workforce, partners, and all touchpoints across the business. In 2025 and beyond, the focus will be on managing these experiences in real-time to meet ever-evolving customer expectations. To explore this approach further, check out my new book, Transformative Experience, available on Amazon. https://www.amazon.com/Transformative-Experience-Journey-Management-capabilities/dp/1835081134/

Which is your favorite CX event to attend and why?

My answer changes based on the topics and speakers. I’ve been to a lot. People make the difference!

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

Real-Time Feedback and Continuous Improvement. The future of CX isn’t coming—it’s already here. Customers expect businesses to listen, adapt, and act in real-time. There’s no waiting for quarterly reviews or annual surveys. If you’re not capturing and responding to feedback instantly, you’re falling behind. The real challenge is not just having the right tools, but having the right mindset and skilled talent to use them. Companies that thrive will be those that make feedback a constant loop, adapting continuously and improving at the speed of their customers. The game has changed, and staying relevant means embracing this shift now, not later.

How will you keep contributing to the CX community?

I’ll continue to educate, share, and inspire through my global speeches, courses, and workshops. At the same time, I’ll intentionally spotlight others by creating space for their voices on my top 2.5% globally-ranked Doing CX Right®‬ podcast and in my articles. It’s about sharing diverse insights and amplifying meaningful contributions from across the CX community. Through these efforts, I’ll keep adding value, but I recognize that it’s part of a much larger movement. By lifting others up and fostering collaboration, we’ll collectively shape the future of CX and drive meaningful, lasting change.

Check out DoingCXRight.com