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!
The Power of Having One Persistent Customer Conversation
Today’s path to purchase is designed by the customer. As more touchpoints become available, making [...]
How To Work Smarter And Reclaim Personal Time
By Renee Goyeneche— Due to recent world events, we’ve seen some significant shifts in traditional b [...]
Framework for CX Transformation: How to Operationalize CX at Scale
CX transformation is the transformation of an organization’s values, structures, operations, techno [...]
3 Ways to Build High Performance Customer Moments
We all know Darwin’s Theory of Evolution; species must adapt to their environment in order to survi [...]
Self-Service Technology Becomes Top Priority For Contact Centers
In the current global environment, lacking well-performing self-service technology in call centers [...]
3 Signs to Immediately Recognize a Toxic Manager in Action
For nearly two decades, I've combed through research to discover the top mistakes managers frequent [...]
25 Call Center Technology Trends to Watch in 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh [...]
New Report: Half of Employees Plan to Leave Their Job This Year.
A global crisis at the scale of the Covid-19 pandemic has changed every aspect of work. As employee [...]
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.