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

CX is a series of trade-offs, but speed always wins—nail employee onboarding first, and great customer onboarding will follow.

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

Data, knowledge and integration for AI & GenAI.

Which is your favorite CX event to attend and why?

CC Expo. This is very much a vendor show, but everyone in a room makes the patterns obvious and the exceptions standout.

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

We end 2025 with more CS reps globally than at the start. No AI-CX headcount savings here!

How will you keep contributing to the CX community?

Engaging senior leaders in lessons learnt from practice across BCG globally.