1. Creative Problem Solving
   1. Doing more with less, creating MVPs with the tools that we have.
2. Upskilling your CX team
   1. There is so much talent within a CX team, the aggregate gains from upskilling everyone are huge!
3. Experimenting and building MVPs
   1. Building and testing a solution are the BEST ways to get instant feedback on if it works or not, I practice and encourage this wherever I go!
4. Creatively using AI
   1. AI has been a game changer when it comes to “helping” - If you can manage the risk, the rewards are huge!
5. Building a high performing CX team
   1. Having the right mix of people and skills is crucial, especially when CX might be seen as a cost center, the right team can turn that around!
6. Evolving my Leadership skills
   1. So much of my success is attributed to the great teams I have lead, I want to constantly lead them in ways that is more effective for them and the business!
7. Customer Experience and Customer Service are not the same thing
   1. Absolutely not, one is reactive the other one is proactive. Both have great opportunities to impact.
8. Hiring for “mindset” and not “skillset” to build high performing agile teams
   1. 80% of the improvements in CX can come from a team with the right mindset, ultimately we are a group of problem solvers
9. How building an open feedback culture improves eNPS
   1. Nothing is sweeter than a team that is sharing feedback and embracing it like a gift, the uplift in efficiency and morale are worth it!
10. Tracking the right metrics - moving away from JUST tracking metric X to tracking multiple
    1. There is an obsession over one metric to rule them all, lets track a myriad to ensure ALL bases are covered.