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!
Reality Check: Most Contact Centers Aren’t Really Omnichannel
Even outside of work, we are all familiar with contact centers; they are the places we call when we [...]
How to prove yourself when you start a new role
When you’re with the same company or with the same boss for years, you are believable. You have his [...]
31 Simple Daily Habits That Separate High Achievers From Everyone Else
The most successful people are intentional about the things they do every day which set them up for [...]
Why Likable Leaders Seem More Effective
Executive Summary New research offers new evidence that subordinates tend to rate leaders based on [...]
The difference between chat and messaging
The difference between chat and messaging It’s no longer surprising that consumers want to m [...]
Why you’re tired at work all the time – 5 Ways to fix
We’ve all been there. It’s 2 p.m. and lunch is long over. But instead of feeling recharged and focu [...]
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.