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!
4 behavior changes that make you more productive
One of the most common pieces of advice on how to change your life, build better habits, and be mor [...]
5 ways to prepare for a new era of Customer Experience | CustomerThink
If you’re familiar with the Gartner Hype Cycle, you’re probably familiar with the “peak of inflated [...]
8 Things Leaders Do That Make Employees Quit
Algorithms are becoming increasingly relevant in the workplace. From sifting through resumes to dec [...]
The Case for Hiring Older Workers
Executive Summary In the U.S., job vacancies have outnumbered job applicants since 2018. Thi [...]
3 Common Errors That Can Render Your Customer Journey Maps Ineffective
Not all maps are created equal. Perhaps you’ve seen a map of the United States from the 1700s, wher [...]
5 Ways Contact Centers Can Help Break Down Walls & Silos in Organizations | ICMI.com
By Chris Hanna | Published: February 06, 2019 Within many organizations, barriers to both re [...]
Improve Customer Experience with Emotional Intelligence in the Contact Center
The path to success is paved with quality customer experiences. Arguably, it’s the best way to incr [...]
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.