If you ask Gabor George Burt, the key to delivering CX excellence is staying curious. However, in his opinion, our industry is at a crossroads: we're currently in a crisis of complacency, and experience practitioners have been lulled into conforming to the norm. Either we continue down the limiting path of conventional wisdom, or we transform this stagnation into a catalyst for innovation. 
 
Burt is the author of Slingshot: Re-Imagine Your Business, Re-Imagine Your Life and one of the leading thinkers behind the Blue Ocean Strategy.