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!
7 Reasons Why Smart, Hardworking People Don’t Become Successful
For the longest time, I believed that if smart people worked hard and grew up in a reasonably nurtu [...]
Top Tips to Improve the Customer Journey – Raise the Bar
Raise the Bar: Top Tips to Improve the Customer Journey Published November 29, 2019 by Helen Billin [...]
11 Toxic and Avoidable Reasons Your Best Employees Quit
In many companies, losing great talent isn't hard, unfortunately. You probably know the typical rea [...]
Customer Of The Future: 5 Ways To Create A Customer Experience For Gen-Z
Millennials may have turned the retail space on its head and transformed numerous industries, but t [...]
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.