Initially when I started working for the Consumer Psychology Lab, I was oblivious of the dynamics and intricacies that surrounded Customer Experience. To me, CX didn’t matter as long my expectations were met. Coming from an academic background, working at CPL has helped me understand that CX is all about walking in the customers shoes as they interact with different touchpoints and understanding their needs and: most importantly whether a brand is maintaining its integrity and values.

Being a CX researcher requires one to have Emotional Intelligence (EQ): to listen to understand, to be empathic, reflective and practice active listening and these are the skills I have learnt and continue to learn on my journey at CPL. As a generally inquisitive individual, these skills have aided in my ability to understand ‘what is not being said’, to be ‘more self-aware’ and ‘unpack what has been said’ in all daily interactions.

My journey with CPL has not only been about CX but it has given me the opportunity to be part of a team and build relationships, which dearly I appreciate. Eight years down the line, I am still in awe of this journey and I am looking forward to growth. As the saying goes: ‘A journey of a thousand miles begins with a single step’…..my journey continues.