Peter Gregg's Linkedin Analytics

Customer-focused, strategic operations executive and award-winning leader with a record of driving revenue and profitability while reducing costs for industry leaders (iRobot, eBay, General Motors, Sears, Time Warner). Known for building and leading world-class operations, developing long-range growth plans, and delivering an outstanding customer experience. Skilled at utilizing human-centered design and systems thinking to resolve complex issues. Highly collaborative with a focus on partnering cross-functionally to drive new initiatives and products. ICMI Top 25 Thought Leader 2016 to 2023. Global CX Thought Leader Relentless focus on Customer Experience, Leadership and Technology to enhance customer satisfaction and profitability.  From platform [voice, chat, SMS, social] to Artificial Intelligence/Machine Learning, LLM [Large Language Model], Chat GPT, bots, training, process, data, WFM and operations - the big picture, strategic view is critical and often lacking.  Customer Journey, inflection points and friction hot spots can derail any company.  The fundamentals have to be executed, supported and consistent to then build/grow/innovate to create that holistic experience that drives loyalty and word of mouth.  Too many either miss the basics or try to go for the wow factor and end up creating a fractured environment.  They can all be done, but must be comprehensive – enabling mastery at every step.  Move fast and break [fewer] things!