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

CX is bigger than the contact center and how customer service has been defined in the past.

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

Adopting technology in a way that helps them provide more personalized forms of customer service, not less.

Which is your favorite CX event to attend and why?

I don’t get invited to CX industry events, so for me, it’s the vendor events in this space that I know best. In terms of favorite, it would have to be NICE Up to this point, a main reason would be to see their CEO’s keynote, along with all the in-depth content from the program. And, of course, the exotic locations they take us to, make this is the most favorite CX vendor event for me, and many other analysts.

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

I was the first analyst to write about Agentic AI, and my prediction about it being a big CX trend in 2025 is proving to be true. Longer-term, my prediction is that soon, customers will also have Agentic AI, and with that, the future of CX will become much more automated.

How will you keep contributing to the CX community?

Same as I’ve been doing the past 20 years. Will keep writing, speaking and researching about the leading trends, and sharing my learnings as much as possible.