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!
Importance of Creating a Frictionless Customer Experience to Reduce Customer Churn
Customers expect a frictionless experience across all touchpoints, and if a brand cannot deliver su [...]
What to Do When You Doubt Yourself as a Leader – Lolly Daskal
Everyone struggles at times with self-doubt, but that struggle can be especially difficult f [...]
Top 14 Ways to Create a Great Customer Experience Strategy in 2019 [Updated]
If you really want to get ahead in the game, nail down a great customer service strategy. A well-ex [...]
Trillions spent on digital transformation and customers don’t notice | ZDNet
Only 28 percent of digital investments focus on customer experience. Is that a bad thing?Too many d [...]
Do You Really Know Why Employees Leave Your Company? – HBR
Executive Summary Hearing the words “I quit” is rarely pleasant, but managers and HR profess [...]
When Innovation and Trust Are at Odds – HBR
When Innovation and Trust Are at Odds Illustration by Stuart Bradford In 2009, when Fisher-P [...]
Five soft skills you need to be a better leader in 2020
By Bas Kohnke6 minute Read How do we determine what it means to be a leader? What are the qualities [...]
Executive Presence: What Is It, Why You Need It And How To Get It
“Executive presence!” It’s a term that’s often shrouded in mystique, whispered as if it’s something [...]
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.