The CX Cast 422: Educating Future CX Pros
Sep 30, 2025
In this engaging conversation, Debra Eddy, a guest lecturer at University College London and former FMCG marketing expert, reveals how universities are molding future CX leaders. She shares insights on adapting curricula to incorporate real-world skills, the importance of balancing soft and technical skills, and the role of AI in education. Debra highlights shifts in student attitudes and emphasizes hands-on consultancy projects that ensure students gain practical experience while maintaining academic integrity.
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From FMCG To UCL Lecturer
- Debra Eddy described her path from FMCG marketing to running an e-commerce business and then joining UCL in 2018 as a guest lecturer.
- She teaches multiple modules and calls UCL the work of her heart while her businesses fund her wallet.
Applied Degree Structure
- UCL's Information Management for Business blends research methods, statistics, and a six-month live consultancy project in year three.
- The program emphasizes building employability through applied projects rather than purely theoretical dissertations.
Make Assessment AI-Resistant
- Design assessments to be AI-resistant by prioritizing face-to-face evaluation and participation over take-home essays.
- Strengthen students' real-time argumentation and interpersonal skills because business wins happen in person.