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?

R: I really love helping people. I think in customer experience, you really get to see a problem, solve a problem and understand the impact of the changes that you make. And that’s really rewarding.

What do you think makes a really exceptional customer experience?

R: I think a really exceptional customer experience is all about the three E’s. So they’re from Forrester. Enjoyable, easy and efficient. When customer experience leaders use those lenses on all the touch points for customers, they can really transform the experience and make great CX.

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

R: I really think the tension between privacy data and enhanced personalization will come to the forefront. While technology allows us more information about our customers, how this information is used and stored is going to become really sensitive and a concern for some customers.

What are the most pressing challenges facing CX leaders today?

R: Getting buy in and support for a change is a challenge that many people face. Most customer experience teams have an abundant level of customer insight and opportunities that they can develop. But I find a lot of leaders struggle to get action and improvements delivered off the back of those insights. I think COVID also have may have played a part in weakening those cross functional relationships. Customer Experience leaders today really need to be better integrated with the business. Be better storytellers and an advocate for their cross functional stakeholders that help it deliver key changes to the customer experience.

What will attendees learn or hear about in your panel discussion at Customer Connect?

R: I’m hoping to share some of the ethical concerns of behaviour or design. As we get more capable with data and build personalised experiences for our customers. As CX leaders, I think we need to reflect not just on what can be done, but what should be done.

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.