“If you want to make an impact in CX, you need to understand organizational constraints, stay critical, and stay creative.”
That’s the perspective of Peter Pirner, CX expert, advisor, and host of the CX Talks podcast, shared in this week’s episode of the PROMISE podcast.
With nearly 25 years at Kantar Germany and deep expertise in customer insights, Peter has seen firsthand how companies struggle—and succeed—in transforming customer experience. In our conversation, he highlights the critical difference between research-driven insights and operational customer feedback, and why CX success often hinges more on navigating internal barriers than on technology alone.
He shares sharp insights on:
- Why CX initiatives often stall due to internal silos and legacy systems
- The importance of aligning IT, marketing, and customer service to drive real change
- How SaaS companies effectively manage sales processes compared to traditional industries
- The potential and pitfalls of AI in analyzing customer feedback and supporting CX efforts
Listen to this episode if you want to learn how to navigate internal barriers and drive CX transformation in your organization. Peter’s practical approach will challenge you to rethink how your company turns insights into action.
Tune in now to hear all the valuable insights he has to share!