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!
Simple Meditation Techniques To Enhance Your Productivity
At times, the workplace can be a stressful place to be. Whether you are faced with demanding client [...]
Using AI to Make Knowledge Workers More Effective
New AI capabilities that can recognize context, concepts, and meaning are opening up surprising new [...]
To Provide the Best Customer Experience, Be Proactive
The public sector’s problems engaging customers and providing positive customer experiences are wel [...]
What Makes a Leader?
via Travis Bradberry/SUCCESS What makes someone a leader? It’s such a simple question, and yet it c [...]
Got a Toxic Boss? Here are 7 Smart Strategies to Deal With It
A toxic boss can ruin your work life. It can be stressful to go to work, be at work--even think abo [...]
Middle-school volleyball players prevent suicidal California woman from jumping off bridge
Members of a middle-school boys volleyball team prevented a 47-year-old Fresno woman from jumping t [...]
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.