Articles - Peter Massey

Peter Massey, MD & co-founder at Budd UK Ltd.

Peter’s passion is “How do we stop doing dumb things to our customers and people?” The specific consulting methods Budd has used over the past 20 years are encapsulated in his colleagues’ books “The Best Service Is No Service” and its 2022 update “The Frictionless Organization”. Budd is happy to provide free guidance and advice on their use.

He co-founded the LimeBridge global alliance of customer experience experts, operating from 8 countries globally. He facilitates the invitation-only UK Chief Customer Officer Forum, now in its 18th year.

Budd’s focus is sharing: knowledge, access to information and experience. Peter’s focus is the practical meeting of AI and human psychology, the future learning from history.

Connect with Peter on LinkedIn

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21 Tips to Make Your Customers Feel Truly Valued
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Stop Spamming! 10 Better Ways to Collect Customer Feedback
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Expert Strategies to Improve Customer Happiness
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The Latest Trends in CX Self-Service
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10% of Contact Centres Already Using ChatGPT – How Do You Compare?
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How to Manage Big Changes Well in the Contact Centre
The Top 20 Webinars
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25 Ways to Proactively Spot Your Customers’ Pain Points
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5 Call Centre Technologies No One Foresaw 30 Years Ago
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How to Embrace Serendipity
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The 10 Pillars of EX (Employee Experience)
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Short-Term Decisions vs. Long-Term Consequences
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Complication Is Everywhere – Why Aren’t We Used to It?
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The Top Stories of 2022
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Everybody Needs Some Maths and Basic Stats
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Trends Transforming Cloud Contact Centres
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Why Can’t Everyone Think Backwards?
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Is Age Little More Than a Number?
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Why Does Sight, Smell, and Sound Matter in the Contact Centre?
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Why Are So Many Intelligent CEOs Apparently Short Sighted?
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8 Tips for Reducing Repeat Contacts
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The Power of “I Don’t Know”
Recorded Webinar: Driving Down Repeat Contact