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!
How to Speak Up in a Meeting, and When to Hold Back
Executive Summary In many organizations, our leadership readiness is measured in part by our [...]
Success Doesn’t Lead to Happiness. Here’s Why:
“If I work as hard as I can and become successful, then I will be happy.” That is the prevalent bel [...]
Hays woman buys out Payless store, sends shoes to flood victims
By CRISTINA JANNEY - Hays Post A Hays woman recently bought out all the remaining shoes at the Hays [...]
3 Ways to Tailor Customer Engagement Strategy to Meet the Expectations of Gen Z
by Fara Haron While companies are still trying to establish relationships with millennials, a new d [...]
The role of Artificial Intelligence in customer experience
“By 2020, 85% of customer interactions will be managed without a human” – Gartner Today’s customers [...]
How to Promote Yourself Online When You’re a Total Introvert
I’ve always been quiet. In school, I barely raised my hand–not because I didn’t know the answer, bu [...]
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.