Member Since: 9th May 2016
Peter is an 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) within an omnichannel environment (and especially during digital transformation / integration).
Over the last 3 years, Peter has been focussed on using a combination of data and behavioural sciences to both better predict customer / employee behaviour, and to quantify the impact on the bottom line.
Now an Independent Consultant, Peter's focus is on delivering affordable, high-quality consulting advice to organisations that want to transform their Experience Management strategy & practices.
Founder XMplify Consulting Ltd
13th Nov 2020
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
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
In customer service, empathy is the ability to have meaningful interactions with your customers (or employees) – to connect with their...Loyalty
8th Jun 2020
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
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
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
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
13th Feb 2020
To celebrate the launch of my new business - XMplify Consulting Ltd - I would like to share my thoughts about how to quick-start an...Engagement
26th Apr 2019
Omnichannel is one of those words everyone uses, but few use correctly. It’s not another word for multichannel. It’s a different state of...Channels