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!
Turning Your Contact Center into an Insight Center | ICMI.com
This past week, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. [...]
Your Customers Want to Self-Serve — It’s Good For Them And Good For You
Your customers have more choice over what products to buy, where to buy them, and how to buy them. [...]
What to do instead of trying to find meaningful work
By Tracy Brower All this talk about work-life balance has many of us seeking meaningful work. We wa [...]
The Customer Experience Reality You Should Pay Attention to – Because Customers Are
By Douglas Eldridge Let’s begin with a bit of honesty. Sometimes things (and I’m not saying you do [...]
The Secret To Create Extraordinary CX Memories
more Customer service is no longer alive in the contemporary world. Nowadays, it's more abou [...]
How to Help Your Managers Build Out, Not Burn Out
Story Highlights Managers' engagement influences their whole team's performance Engage your manager [...]
Leadership Lessons From Walt Disney: Perfecting the Customer Experience
At Disney Institute, we were recently conducting a brainstorming session with our team for future [...]
Is Your Corporate Culture Cultish?
From HBR.org Executive Summary Healthy company cultures build a sense of community, shared purpose, [...]
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.