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!
Agile Doesn’t Work Without Psychological Safety
Twenty-one years ago, 17 software engineers published the Manifesto for Agile Software Development, [...]
This Is What Courageous Leadership Looks Like
A dynamic combination of humility, accessibility, steadfastness and risk-readiness, leaders who tru [...]
Chatbots vs. conversational AI: What’s the difference?
Today’s businesses are looking to provide customers with improved experiences while decreasing serv [...]
The 4 Pillars of Successful Digital Transformations
Despite years of discussion, understanding what digital transformation means for established compan [...]
What to Do When You’re Stuck in the Survival Zone
Covid-19 has led to nearly two years of loss, fear, isolation, and gnawing uncertainty about the fu [...]
Announcing ICMI’s Top 25 Thought Leaders of 2022
We are all striving to be better. Whether it’s being better people, better leaders, or better organ [...]
If You’re Too Busy for These 3 Things, Your Leadership is on Life Support
For nearly 16 months, businesses everywhere have had to grapple with the magnitude of the global pa [...]
The Secret Ingredients of a CX Led Company Culture
When I talk to organisations around the world about their customer experience strategy, it is often [...]
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.