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
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
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
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