A CX and customer insights conversation with… series will feature video interviews with leaders in CX and customer insights, sharing learnings, trends and challenges from some of the region’s leading organisations.

What do you love most about working in CX?

D: There’s quite a lot of things that I like about working in CX. I love being at the coalface of the tangible impacts we have to customers, and the feeling of satisfaction where we can help customers solve their problems quickly and easily. I also love working with emerging technologies to shift the way that customers engage with an organisation. So staying on the cutting edge keeps me fresh.

How do you think customers’ expectations with regard to CX will change over the next few years?

D: I think as technologies advance, customers will expect constantly companies to provide more personalised and interactive experiences, in essence, they expect businesses to know them, and to be more proactive and help them in the moment instead of being reactive.

What are the most pressing challenges facing CX leaders today?

D: To me, it’s managing a rapidly changing environment, in essence, kind of keeping up with the Joneses around the CX leaders in the market. So it’s a fast paced moving environment. And there’s a lot of innovation happening, but also navigating that complex and constantly changing landscape around the data and privacy and tying that to the CX work to benefits.

What are you most excited about over the next 12 months?

D: The continued growth of the use of artificial intelligence and machine learning applied to CX. I think we’ll have access to huge amount of more customer data, both structured and unstructured, and at scale. So how organisations leverage that to provide a more personalised and productive experience would be interesting.

What’s the best piece of advice you’d give to CX leaders about how they can innovate and enhance the customer experience?

D: The best piece of advice I can give is to explore new ways to improve the overall customer experience. Stay up to date with the latest developments and don’t be afraid to test alone. I think by doing this, the CX leaders can ensure that their customers are always satisfied, and they remain a key focus for their customer.

What can Customer Connect attendees expect to learn from your session at the event?

D: I’m really excited about what we’ve done at NAB in the digital customer engagement space, particularly with the move to asynchronous messaging as we recently announced, and the use of conversational AI to automate some of those experiences. I’ll be sharing a CX strategy that moves us to a more personalised and proactive engagements with our customers and also show how we’re using a mix of structured and unstructured data to drive these changes.

Customer Connect, 10 November, will bring together 150 CX and customer insights professionals for a day of conference featuring inspiring international keynotes and the best local case studies.