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Peter Dorrington
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Member Since: 9th May 2016
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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
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7th Apr 2021

CX needs a combination of excellence and empathy

The latest CX Strategy Forum concluded that customers expect more than just excellence from Marketing, Sales, Operations, and Service -...
Blog
4th Jan 2021

Leading the CX Culture (R)Evolution

In this short article I want to discuss why addressing the strategic and technical challenges facing Customer Experience professionals in...
Blog
14th Oct 2020

Why compassion is good for business

In this post I am going to discuss how recent research conducted by MyCustomer and Genesys and based on the views of about 500 consumers...
Blog
11th Aug 2020

Making 'emotive banking' a practical reality

Image by Alexas_Fotos from Pixabay We all know that the world has changed as a result of coronavirus, and the needs and expectations of...
Blog
3rd Jul 2020

CX professionals need to prepare for budget cuts

There can be little doubt that we are about to enter a recession; the only question is 'how deep?' Unfortunately, the potential impact on...
Blog
22nd Apr 2020

Anticipating the world after coronavirus

If there is one thing that anyone can say with any confidence right now, it's that the world after coronavirus is going to look nothing...
Blog
3rd Apr 2019

Differentiate your CX with emotional connections

We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from...
Blog
2nd Jul 2018

Listening to the mood music with emotion analytics

L ike many geeky teenagers in the 80's, I was fascinated by electronic music and especially bands like Kraftwerk that were developing the...
Blog
31st May 2018

Can you quantify emotions?

We like to think we’re capable of making purely logical decisions - but we’d be lying to ourselves. Studies show that many of our decisions...
Blog
9th Mar 2018

Smart devices need smart customer strategies

Mobility and digitisation have fundamentally changed how customers connect with brands. There are more than 2 billion active smart devices...
Blog
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