Peter Mullen
Peter Mullen
Peter is Vice President of Marketing for VXI Global Solutions, one of the world's largest customer-care and customer-experience (CX) companies with 35,000 employees worldwide.
You Need To Build A Continuous Improvement Strategy For Data Privacy Now
In my last couple of articles, I introduced a business strategy that Gartner calls ContinuousNEXT - an evolution of what we now call ‘digital...
How Culture Plays A Key Role In Continuous Improvement
In my last article, I introduced a business strategy that Gartner calls ContinuousNEXT - an evolution of what we often call ‘digital transformation’ today...
Going Beyond Digital Transformation
It seems that every major company has worked their way through a digital transformation program at some time. They are often launched when a...
Millennials and Credit Cards: Opportunities for Conversion
That long-anticipated moment is here: millennials are now the largest generation in the United States. They have represented the largest segment in the workforce...
How to Beat 50% of Your Competitors in the Customer Loyalty Arena
Everyone’s talking about driving a more data-driven customer experience (CX) – but is this all just talk? A scary 52% of organizations rely on educated guesses or...
Authentic Versus Data-Driven Personalization
According to Gartner, by 2025, 80% of marketers who have invested in personalization will abandon their efforts due to lack of ROI, the...
6 Crucial Considerations Before Investing in Contact Center AI
Everywhere you look, artificial intelligence (AI) is making headlines – and for good reason! One Gartner survey predicts that by 2021 15% of all...
How to Let Seasonal Contact Center Agents Down Easy
Year after year, businesses around the world hire extra contact center staff for a holiday period that extends from roughly mid-October to February. Then,...
Using Customer Feedback to Enhance Product Design
Let’s start by stating the obvious: To ensure customer excellence, we need to understand our customers and their needs. While this is the basis for...
Why You Can’t Have CX without EX
When companies spend time ensuring their employees are engaged, the results speak for themselves. According to CX futurist Blake Morgan, companies with highly engaged...