LoginSign up
MyCustomer
Subscribe to Newsletter
Menu
Marketing
StrategyTechnologyData
Sales
Sales performanceCRMEcommerce
Service
ManagementContact centresChannels
Customer Experience
EngagementLoyaltyVoice of the Customer
Resources
Whitepapers & researchPodcastsGlossaryBrand news
CX Leader of the Year 2022
2022 award finalists
Sessions
On Demand
Brand Directory
Blog
Subscribe to Newsletter
Peter Dorrington
Peter's Profile Picture
Member Since: 9th May 2016
Twitter
LinkedIn
Website

Peter is an award winning expert in using a combination of data and behavioural sciences to lead transformation in the field of Experience Management (XM); encompassing Customer Experience (CX), Employee Experience EX) and Partner Experience (PX) .

Over the last 3 years, Peter has been focussed on using a Predictive Behavioural Analytics to both better predict customer / employee behaviour, and to quantify the impact on the bottom line.

Peter has also been named as CX Stars 2021 Top 50 CX Influencer.

Peter Dorrington
Founder XMplify Consulting Ltd
  • Articles
  • Blog posts
  • Discussions
  • Discussion replies
  • Comments
16th May 2022

Why measuring CX ROI is being undermined by meaningless means

Some time ago (OK, a long time ago), I wrote an article measuring and comparing the return on investment of different CX strategies in...
Data
10th Feb 2021

12 new strategies making us optimistic for the future of CX

In this article I will be discussing my thoughts about customer experience strategies for the future. I have tried to be brief, but there...
Engagement
13th Nov 2020

Why AI and human-centred design should be the priorities for restarting CX programmes

On the 4th November I took part in the most recent of Genesys ’ CX Strategy Forums, hosted by Martin Hill-Wilson and Genesys’ Rik McCrossan...
Engagement
22nd Oct 2020

What research tells us about the key requirements of empathetic service - and its obstacles

Most people feel that being treated with empathy is important, but for many businesses it still seems that making a place for compassion is...
Contact centres
20th Aug 2020

How does empathy influence customer service - and what is working well?

In customer service, empathy is the ability to have meaningful interactions with your customers (or employees) – to connect with their...
Loyalty
6th Jul 2020

How to keep CX funded during a recession

In this article, I will explain why CX professionals must become expert in building and pitching a compelling business case to senior...
Engagement
8th Jun 2020

Comparing the ROI of different customer experience strategies

When we try to calculate a Return on Customer Experience (RoCX) , it is very tempting to aggregate both costs and benefits across all...
Engagement
28th May 2020

Selling the value of customer experience to the Board in the wake of COVID-19

Even before the outbreak of COVID-19, there was a significant existential debate underway about the future of customer experience as a...
Engagement
7th Apr 2020

How to calculate the ROI of your customer experience programme

In new research conducted by MyCustomer.com , a majority of CX leaders reported that they commonly use CSAT and NPS to gauge CX programme...
Engagement
10th Mar 2020

The seven evolutionary stages of analytics in the contact centre: How evolved are you?

In my last article , I made reference to using data and insights to understand where you are today with Experience Management (XM), where...
Contact centres
  • Show more

Most read this week

Engagement
17th Mar 2023

Revealed: The 5 factors harming agent experience

by
Nicole Kyle
Any Answers comment Icon 1
Contact centre agent

Trending

Engagement
23rd Mar 2023

Have brands given up trying to improve CSAT?

by
Colin Shaw
Engagement
17th Mar 2023

Revealed: The 5 factors harming agent experience

by
Nicole Kyle
Any Answers comment Icon 1
Strategy
12th Sep 2012

Infographic: Curation for content marketing

by
Natalie Steers
Any Answers comment Icon 1

Latest resources

Webinar
How to use AI to anticipate, advise and improve experiences
Whitepaper
AI in the contact centre: pitfalls to avoid
Guide
Designing a world-class CX approach
Research
The health of the contact centre
Linked Twitter icon Linked Facebook icon Linked LinkedIn icon Linked Soundcloud icon
  • About MYC
  • About SIFT
  • Glossary
  • Advertise
  • Terms of use
  • Privacy policy
  • Sub-Processors List
  • Site rules
  • Contact us
Copyright 2023 Sift
Sift