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!
Give Your Remote Team Unstructured Time for Collaboration
After more than six months of at least partial remote work for roughly a third of U.S. workers, man [...]
Could You Have Imposter Syndrome?
We’ve all heard the term “fake it until you make it,” which refers to the idea that by acting confi [...]
5 Experiences That Define Strong Customer Service
Customer expectations are actions and types of behavior that people anticipate when dealing with a [...]
37 Powerful Customer Experience Statistics to Know in 2021
It wasn’t too long ago when every business claimed that the key to winning customers was in the qua [...]
How to stop being a perfectionist and become more productive
As a self-diagnosed “recovering perfectionist” I know the pain and struggle that comes with a perfe [...]
Storytelling Can Make or Break Your Leadership
“It’s a new goal-setting framework.” That was one of my large enterprise clients’ attempt at an ins [...]
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.