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!
The Loyalty Economy – Customer Value
Executive Summary Vanguard, the mutual fund company known for its low-cost index funds, freq [...]
Burnout Is About Your Workplace, Not Your People
We tend to think of burnout as an individual problem, solvable by “learning to say no,” more yoga, [...]
5 Reasons You Can Never Give Up on Yourself Even When Others Do
Life is full of setbacks. Sometimes, you’ll give your best effort and still fall flat on your face. [...]
Sharing is Caring: 6 Scientifically Proven Ways Helping Others Can Improve Your Life
I’ve come to believe that the simple formula for happiness and success in life lies in caring about [...]
Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience | CIO
Engaged employees drive better business results. It’s been studied, the stats are in, and it’s just [...]
Focusing On Customer Experience Is No Longer Optional
Ready or not, the customer experience (CX) game is on. No matter what size or industry you may play [...]
Why “Move Fast and Break Things” Doesn’t Work Anymore
Executive Summary Over the next few decades, agility will not come from speed; it will come [...]
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.