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 Bad Times Bring Out the Best in People
Executive Summary Instead of focusing only on the reckless behavior featured on the news dur [...]
Why Customer Experience Is Now Job No. 1 for CEOs
Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience. This la [...]
Google Research Discovered That Psychological Safety Is the Secret Weapon to Building a Great Team.
Great companies are made up of great teams. It's one thing to hire a bunch of rock stars, but it's [...]
7 Ways You Can Help Keep Employee Passion Alive
Starting a new job often begins with a blissful honeymoon phase, in which someone’s best work is co [...]
Exploring the Full Potential of Customer Experience
I'd like to make the case that most companies out there are still failing to explore the full poten [...]
20 Phrases To Help You Reframe a Negative Mindset – Thrive Global
While it’s important to examine the unkind or inconsiderate things we say to others, our internal d [...]
How to Let Go of Your Regrets | Mark Manson
Imagine this, you’re at a cocktail party where everyone there is a past version of yourself. [...]
What Are Customer Expectations (and How Have They Changed)
For many companies, several different departments clamour to own the customer, with marketing, sale [...]
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.