Peter Wilson
Partner Enablement Analyst Upstream Works Ltd
Social
Biography
Industry Expertise
Areas of Expertise
Education
Roade Sports College
n/a
General Education
1982
Affiliations
- Professional Speaker Association
- Institute of Directors
Links
Languages
- English
Event Appearances
Customer Experience Exchange
IQPC Customer Experience Exchange Amsterdam
2015-11-10
The Infinite Customer Journey
International Avaya User Group Pretoria, South Africa
2015-08-24
Customer Engagement Strategies
Partner Summit Barcelona
2015-06-01
Sample Talks
The Infinite Customer Journey
Examining the journeys customers take when purchasing products or services, the decisions they take and why. This talk gives an insight into customer behaviours and how, with understanding, this can be utilised to improve the customer experience and lifetime value of the customer.
Customer Engagement Strategies
Here we investigate the strategies required to address the needs of customers from all demographics. Do the Millenials or "Y" gens really want different things? What's next? The coining of the phrase "the iGens" opens a whole new discussion on the strategy required for customer engagement in the next half decade. How do businesses plan for it?
Style
Availability
- Keynote
- Moderator
- Panelist
- Host/MC
- Corporate Training
Fees
Articles
Do Some of Your Customers Just Want aster Horses?
LinkedIn2015-11-10
Is The Customer Always Right?
Henry Ford was famously quoted as saying “If I had asked my customers what they wanted, they would have simply said faster horses” So, how does that resonate today: in a world where customer experience is king, customer satisfaction is the driving force behind decision making, and the ubiquity of the Internet through mobile devices makes interaction possible anywhere (almost!) In fact Google says there are now more searches on its search engine via mobile than on desktops.
Speech Analytics: After the Honeymoon Period
LinkedIn2015-10-11
Speech Analytics technologies have been hailed as the greatest thing to hit the contact centre since the ACD; and whilst most organizations that implement speech analytics see an initial benefit, the truth is most see a drop off in “value” after the initial fervour and excitement, thus, they cease to use it or at best it is consigned to deliver abject mediocrity with little value and the practitioners or analysts desperately trying to justify their continued existence.
So why is it that this “panacea” to the ills of customer service is falling so short of expectations?
Jumping through Digital Hoops to Understand the Audience of 2020
Digital Marketing Magazine2015-12-14
It’s a fiercely competitive market for brands to compete in what management consultancy firm McKinsey, amongst others, have labelled ‘an era of Digital Darwinism’. The report examined how the pathway for consumer journeys is steadily becoming more digitised, with the number of digital touchpoints increasing by 20 percent every year. What hoops do organisations need to jump through in order to meet the changing demands of a younger, digitally oriented consumer?
How to adapt fast to the digital-oriented mindset of younger customers
Information Age2016-04-19
It’s a fiercely competitive market for brands to compete in what management consultancy firm McKinsey, amongst others, have labelled ‘an era of Digital Darwinism’.
The report examined how the pathway for consumer journeys is steadily becoming more digitised, with the number of digital touchpoints increasing by 20% every year. What hoops do organisations need to jump through in order to meet the changing demands of a younger, digitally oriented consumer?
It may be hard to picture how the world around us might evolve, but adapting to digital trends, innovation and changing consumer behaviour will be critical for brands to survive and thrive in the second half of this decade.
- See more at: http://www.information-age.com/technology/applications-and-development/123461300/how-adapt-fast-digital-oriented-mindset-younger-customers#sthash.QxtZOJcC.dpuf
