Member Since: 9th May 2016
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.
Founder XMplify Consulting Ltd
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