Global CX Thought Leader
Relentless focus on Customer Experience, Leadership and Technology to enhance customer satisfaction and profitability. From platform [voice, chat, SMS, social] to Artificial Intelligence/Machine Learning, bots, training, process, data, WFM and operations – the big picture, strategic view is critical and often lacking. Customer Journey, inflection points and friction hot spots can derail any company. The fundamentals have to be executed, supported and consistent to then build/grow/innovate to create that holistic experience that drives loyalty and word of mouth. Too many either miss the basics or try to go for the wow factor and end up creating a fractured environment. They can all be done, but must be comprehensive – enabling mastery at every step. Move fast and break [fewer] things!
It’s Okay to Not Be Okay
It was a regular weekday back in August. By this time, my family and I had somewhat gotten used to [...]
AI and Top CX Trends 2020
At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a [...]
What Top Performers Really Do For Motivation
“Ugh, I gotta get up,” I said to myself as another episode started within three seconds of the last [...]
Letting Go of the Past is the Key to a Breakthrough in Life
Let me ask you a question: How successful do you think you would be at driving forward while lookin [...]
Turn Your Team’s Frustration into Motivation
Setbacks and adversity are inevitably accompanied by negative emotions. Someone who has lost [...]
Linking the Employee and Customer Experience
Pundits and CEOs have long debated the relative merits of whether to focus primarily on the Custome [...]
What it Takes to Build Customer Loyalty Online
The shift from face-to-face interactions and relationships to digital interactions has been trendin [...]
How to be more productive working from home: 9 Rules for the “New Normal”
Science-backed, expert-approved tactics you can start using today. Being efficient with our time du [...]
Peter Gregg is an award winning Thought Leader and technologist in the CX/custserv, Tech and Leadership domains. Known for mentoring others and providing strategic direction to Fortune 50 companies.