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!
3 Tips For Aligning Executives Around The Customer Experience
The single most important driver to the success of any customer experience (CX) strategy is [...]
Most of AI’s business uses will be in two areas
An examination of more than 400 AI use cases revealed the two areas where AI can have the greatest [...]
Deep Learning: When Should You Use It?
This powerful technology needs to be treated with care. Deep learning, which is a subset of [...]
3 Costly Customer Service Mistakes and How to Avoid Them
Hire the right customer service agents, onboard them properly, and use data-driven management Provi [...]
Transparency: The New Leadership Super Power
Transparency: The New Leadership Super Power, It isn't easy, but transparency can rally your team l [...]
New report says employee loyalty is plummeting
The 2019 Employee Engagement Report polled 25,000 employees across 20 industries spread out across [...]
This Is How You Earn Credibility as a Leader
Of all the traits that make a leader appreciated and "known," there is one that, in my mind, [...]
16 Uncomfortable Questions Everyone Needs to Ask About Artificial Intelligence
Just nine giant tech companies in the U.S. and China are behind the vast majority of advance [...]
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.