"Managing a contact center is like changing a tire on a moving car. It’s not gonna to stop."
Those words of wisdom come from someone who certainly knows a thing or two about customer experience leadership: Choice Hotels' Hui Wu-Curtis.
Not simply an executive for a major brand, Wu-Curtis won the 2017 CCW Award for CX Leader Of The Year. Her commitment to elevating the contact center -- and the team within it -- is second to none.
Wu-Curtis recently joined the CCW Digital podcast to discuss the challenges of contact center leadership.
It takes time to perfect customer experience strategy, but customers do not put their demands on hold while the business figures everything out.
Great leaders are constantly cognizant of this reality.
Wu-Curtis also details her journey to the US (from her birthplace in Taiwan) as well as a career journey that began on the front lines of a contact center.
Listen below: