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!
6 Customer Service Experience Trends to Watch in 2022
As customer expectations continue to evolve, customer service trends are adapting at pace. Business [...]
The Verdict Is In: Customer Service Isn’t Human Enough
Since the pandemic first began, consumer demand for heightened levels of customer service has explo [...]
Six customer experience pitfalls to avoid | McKinsey
Six customer experience pitfalls to avoid To successfully enhance customer experience, compa [...]
New Report: Only 12 Percent of Employees Are Fully Productive at Work (The Reasons Why May Surprise You)
Since the pandemic, millions of people have adjusted to their own homes becoming their offices, but [...]
15 Stats About Post-Covid Customer Service
The pandemic threw customer service into the spotlight, even as the industry faced challenges along [...]
CX trends for 2022: Comfort, creativity, convergence, change
What can customer experience teams expect in the year ahead? It's not just more of the same. We exp [...]
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.