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!
How to Stop Obsessing Over Your Mistakes
Do you ever find yourself endlessly mentally replaying situations in which you wish you’d performed [...]
7 Must-Do Hacks for When Your Motivation Dips
7 Must-Do Hacks for When Your Motivation Dips Do you know that feeling when you are hyped and ready [...]
Customer-care organizations: Moving from crisis management to recovery
As the COVID-19 pandemic spreads around the world, companies across all sectors scrambled to stabil [...]
How Humble Leadership Really Works
When you’re a leader — no matter how long you’ve been in your role or how hard the journey w [...]
5 Ways to Stay Mentally Healthy While Social Distancing
Many states have issued shelter-in-place orders to combat the coronavirus spread, remanding people [...]
The Role of AI in Customer Experience – Pointillist
by Will Thiel “By 2025, as many as 95 percent of all customer interactions will be through channels [...]
How To Preserve Your Mental Strength When Everything Is Uncertain
I don’t think this is quite how most people expected the new decade to unfold. Last week feels like [...]
A Guide to Managing Your (Newly) Remote Workers
In response to the uncertainties presented by Covid-19, many companies and universities have asked [...]
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.