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!
Forget Competitors, It’s Customers Who Hold the Aces
The reduction in customer engagement, sales volume and value during the pandemic is making brands r [...]
When Culture Thrives, Customer Experience Will, Too
When Culture Thrives, Customer Experience Will, Too There’s a connection between customer experienc [...]
Ways Proactive Customer Service Can Lead to Customer Retention and Growth
Picture this – you are at a shop picking oranges. The shopkeeper calls out to you and asks you to n [...]
How to Incorporate Service Design for Digital Transformation
Working for an established organization, you’d like to introduce and successfully implement meaning [...]
5 Skills Contact Center Employees Need Beyond Empathy
Call-center employees have rightfully been heralded as the superheroes of customer experience, work [...]
Why Good Leaders Fail
Leadership failure is a significant financial and reputational risk for organizations but can be pr [...]
The Science Behind Why You Need a Hobby
Our bodies weren’t designed to be in a constant state of stress. To put it simply, you can’t work a [...]
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.