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!
Helping Your Team Feel the Purpose in Their Work
Executive Summary It’s extremely difficult to instill purpose in others. It takes more than motivat [...]
5 Secrets to Being a Leader Worth Following
Business is tricky. You’re taught young that business is business – Check your emotions at the door [...]
Why Focus On Customer Experience? Here’s Why.
There’s a lot of buzz in the business world about customer experience – how it’s the key to combati [...]
The Difference Between Helpful Problem Solving And Harmful Overthinking
From difficulty sleeping to an increased risk of mental illness, studies have linked overthinking t [...]
Why Companies Can No Longer Ignore This Significant Employee Issue | Inc.com
With unemployment at 50-year lows, and competition for employees increasing, businesses continue to [...]
How to Deal with Constantly Feeling Overwhelmed
Executive Summary The cognitive impact of feeling perpetually overwhelmed can range from men [...]
4 Ways You May Be Letting Your Team Down | Inc.com
If you're doing things right, you are. But even then, you may be sabotaging your own efforts to lea [...]
5 Things Leaders Do That Stifle Innovation
In 2018, the U.S. slipped out of Bloomberg’s top 10 most innovative countries for the first time. B [...]
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.