What has been your business/work highlight or achievement of 2024?

Launch of new engagement strategy and bringing 4 teams and w wide portfolio of products together in one cohesive plan.

Who do you think has had the most positive impact on the UC space in 2024 and why? 

The changing focus from contact options to post-contact summarisation and actions.

What was your biggest business surprise in 2024?

The quality of the Zoom product offering.

What was the most useful business book/podcast you’ve read/listened to in 2024?

Gap Selling.

What’s the biggest challenge you and your team will face in 2025?

Ensuring conversations with customers have all the right stake holders from both sides in attendance and focused on outcomes.

What technology will have the greatest impact on your business in 2025 and why?

AI post-contact summarisation and CRM integration. It is likely to produce the biggest investment dividend as it removes low-skill human activity and creates a lower cost to serve/sell in customer facing teams.