Peter is an IBM Futurist and expert in CRM and customer experience management.
He is one of the world’s top influencers in the subject e.g. Satmetrix Top 50, SAP Top 60 & CustomerGauge Top 20 Customer Experience influencer; GetApp Top 20 CRM expert; Vcare Top 50 Customer Care influencer; Huffington Post Top 100 Customer Service professional; and MindTouch Top 50 Customer Success influencer.
Peter spent 18 years at Rolls-Royce & Bentley in engineering, commercial, analysis, customer satisfaction, regional marketing and relationship marketing (CRM) roles. He has complemented this with over 17 years’ consulting experience, working with businesses around the world in diverse sectors including banking, insurance, engineering, automotive, retailing, industrials, outsourced IT, technology, telcos, wholesale food, manufacturing, luxury, public, education and utilities.
He is currently a Director of Customer Attuned Ltd (B2B-focused) and MD of WCL Customer Management Ltd (B2C and Public Sector focused).
The insights he has derived from these engagements give him a unique perspective on what does and doesn’t work in the fields of B2B and B2C customer management. He vigorously keeps abreast with the latest trends in the insight, strategy & planning of CRM, customer experience and digital engagement, whilst assuring a clear focus on practical improvements for business benefit.
The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory.
There are numerous ...