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!
How to Stay Creative When Every Day Feels Like Groundhog Day
You are a creative person. Even if you think your imagination stalled out in elementary school, and [...]
To Provide Excellent Customer Service Don’t Just Answer Questions, Add Value
Traditional customer service is historically understood to be a passive/reactive style of support. [...]
Rethinking customer service: No longer the weakest link
New research shows that high performing organizations are investing in service innovation to digita [...]
Why ‘Good Enough’ Is the Enemy of Great Leaders
Regardless of industry or field, there's one thing that distinguishes great leaders from good ones: [...]
4 Habits To Help You Overcome Imposter Syndrome
Whether you are a senior executive, a startup founder, a corporate leader or serve on a board, chan [...]
What a Year of WFH Has Done to Our Relationships at Work
More than a year into the Covid-19 pandemic and WFH, new research from Microsoft shows that employe [...]
Biggest Pitfalls with Customer Service AI ..And How to Avoid Them
Imagine you’re stuck in traffic on the way to the airport. You call your airline to see about getti [...]
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.