I recently had the opportunity to join Nathan Bennett on CX-WISE for a conversation that blended two of my greatest passions: customer experience and aviation. As someone who’s spent decades working with organizations across industries—and who’s had the joy of flying in a restored Spitfire—I’ve come to appreciate how similar these two disciplines can be. Both demand precision, adaptability, and a deep sense of responsibility.

Here are a some of the topics that we discussed:

• Seeing CX through the eyes of customers
• Simplicity as a strategic advantage
• Using AI as your co-pilot
• CX is everyone’s job

Flying in a Spitfire illustrates lessons I carry into every boardroom and strategy session. You have to respect the systems, stay responsive to conditions, and always be thinking ahead. The same goes for customer experience—when you listen well and lead with intention, you create smoother, more successful customer journeys.