My name is Hai (pronounced ‘Hi’) and I have spent the last decade navigating the changing landscape of Customer Experience research, staying ahead of how technology shapes the market.

Pre 2000, organisations had passive tools at their disposal; but with the introduction of research automation in SaaS (software as a service) platforms, it has completely transformed how customers can provide feedback (good, bad, or ugly). This has transformed how organisations deal with that feedback; the technology now enables local teams to collate feedback and drive action in real time. By immersing myself into how platforms work, I have positioned myself into translating the technical needs with best-in-class research to deliver the best of both worlds and drive real business impact.

When I play ‘two truths and a lie’, my favourite truth is that I moved across three continents during the entire pandemic; all to chase new challenges in different markets (USA, Australia and now UK). As a result, I have been lucky enough to work with leading, global organisations to configure and implement the technology and create new business processes to effectively ingest and act on customer feedback, which is now in the moment.

Every organisation I work with is different, and with each implementation I have managed, I always remember that people are at the heart of their business, and that means people are my business. Ultimately, my job is to make sure we leverage technology to capture human emotions to drive impactful business decisions.