What has been your business/work highlight of 2024 so far?

Launching an expanded version of AI-powered GoTo Connect Contact Center software.

Who is your business hero and why?

I don’t know if I have a hero. But I am a big fan of the work of Paul English, the founder of KAYAK, Lola, and many other businesses. Paul graduated high school a year ahead of me at Boston Latin School and proved that a nice guy can be wildly successful. He is a huge advocate for customer experience, and finds time to advocate for the homeless and spearheaded the creation of a memorial for Dr. Martin Luther King in Boston.

What’s the biggest business mistake you’ve made and what did you learn from it?

What’s the most inspirational book you’ve ever read and why?

I love the book “Moneyball” by Michael Lewis. It was an amazing case study about looking at data differently and challenging the status quo to deliver a better result.

What’s the biggest challenge you face in your role in 2024?

My biggest challenge is probably similar to the challenges that many others are facing: driving more profitable growth. It’s not too hard to increase profit, you just cut costs. And it isn’t too hard to drive growth, you just spend more money on the things that work. But driving increasingly profitable growth is a challenge that takes creativity and hard work.

What technology will have the greatest impact on your business this year and why?

Anyone who doesn’t answer “AI” in some form of this question needs some professional help. Unprecedented advances in AI have changed nearly every part of our business. From the way we operate to the products we build. A year ago, embracing AI was an advantage. In 2024, you need to fully embrace AI just to keep up with others in the market.