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Donna Peeples

President & Chief Customer Officer at Pypestream

Atlanta/New York, United States

1630 Followers

Pioneering, strategic thinking executive with a dynamic record of driving sustainable growth and managing resources by connecting people, process and technology to deliver business results.

Donna Peeples is an accomplished senior executive with extensive P&L responsibility and verifiable results in a variety of industries and global markets. Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits. A master communicator, Peeples works to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – the result is: true paradigm shifts, sustainable change and the achievement of overall business objectives.

What sets Donna apart is that she has charted her path by rising through a variety of leadership, operational and revenue generating roles in highly regulated and uniquely challenging industries. Time and again, in financial services, energy as well as original equipment manufacturing, Donna has introduced category changing thinking while guiding purposeful and adaptable practices with positive results for customers and profitable returns for her companies.

Donna PeeplesPoints
Academic40
Author35
Influencer125
Speaker16
Entrepreneur260
Total476

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company
Business Unit: Technology
Theatre: Global
Media Experience: 25 years
Last Media Training: 07/08/2019
Last Media Interview: 06/14/2019

Areas of Expertise

AI 57.30
Analytics 86.48
Big Data 34.85
Change Management 40.36
Culture 45.50
Customer Experience 100
Design Thinking 31.19
Digital Disruption 31.13
Digital Transformation 39.07
Emerging Technology 38.48
Entrepreneurship 42.50
Future of Work 31.03
Govtech
Innovation 31.85
InsurTech 100
IoT 30.66
Leadership 31.98
Management
Marketing 34.98
Open Innovation 31.89
Privacy 30.18
Risk Management 32.45
Sales
Startups 50.07
Sustainability 31.75

Industry Experience

Engineering & Construction
Federal & Public Sector
Financial Services & Banking
Healthcare
High Tech & Electronics
Manufacturing
Media
Oil & Gas
Professional Services
Utilities

Publications

2 Adjunct Professors
CX Rutgers - Faculty/Leadership
CXRutgers.edu
July 15, 2015
Donna Peeples As a recognized Customer Experience leader, the first Chief Customer Experience Officer at AIG and current president of Motivated, a global Customer Experience consultancy, Donna Peeples is a pioneering, strategic thinker with a dynamic record of driving sustainable growth and managing resources by connecting people, process and technology to deliver business results.

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Tags: Analytics, Culture, Customer Experience

Rutgers Cx Program, Charter Board Member and Professor
Rutgers Customer Experience
September 16, 2014
Welcome to Customer ​Experience @RUTGERS
Become inspired at the Customer Experience Certificate Program at Rutgers. Learn to understand customer's experiences, develop deep insights, and integrate innovative methodology throughout your organization. Immerse yourself in a program designed by professionals, for professionals. Classes are fast-paced, interactive and provide practical skills and tools you can take back to your workplace and apply immediately.

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Tags: Analytics, Culture, Customer Experience

3 Advisory Board Memberships
Denmark The Agency
Denmark the Agency
July 15, 2015
The business of promoting your company’s offerings and growing profitable revenue has been turned on its head. In a good way. The once discrete spaces of technology and marketing have been integrated to the point where it’s impossible to talk about reaching and influencing audiences without discussing interactions facilitated through new technology and channels.
Denmark works with brands to connect strategy and creative with technology in a seamless, turnkey way. From the brand story, selling proposition and marketing strategy to the design, build, and activation of tactics – regardless of channel – we have the talent and expertise to deliver on the promise of originality and purposeful communications that perform.
Nowadays, just about anyone can build a website with WordPress or use Facebook or Google tools to create an ad, or buy a logo through Fiverr and call it a brand. But what these should convey is deeper than that and too important to just let anyone do. Someone once said there are two types of painters in the world: those that paint walls and those that paint portraits. Some work is common, barely noticeable, and inherently forgettable. The other is memorable and lasting with meaningful layers and nuances that unfold over time.
Your brand deserves to be a portrait.
We can help you transform smart ideas into serious gain.

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Tags: Change Management, Customer Experience, Marketing

Cogito Corporation
Cogito Corporation
December 15, 2014
Artificial intelligence powered by behavioral science
Grounded in proven scientific theory and validated through millions of real-world data points, Cogito’s technology is helping create happier, healthier, more productive people.

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Tags: AI, Analytics, Customer Experience

Insurance Thought Leadership & Innovators Edge
Insurance Thought Leadershiup
February 28, 2013
ITL’s mission is to serve as a catalyst for the insurance and risk management industry by providing a powerful platform to the smartest thought leaders with the best ideas. We help users understand the drivers transforming the industry. We connect members in ways that lead to innovation and drive that transformation. We accomplish our mission through:

Community: Membership, networking, relationships
Thought leadership: Publishing the best ideas, curating and amplifying them
Events: Connecting people, sharing ideas face-to-face
Market intelligence: Research and data
Positioning: Branding, sponsorship, advisory services

350-plus organizations and more than 700 world class thought leaders are working with ITL. Those organizations include Google, Symantec, Andreessen/Horowitz, Deloitte, Accenture, EY, PwC, KPMG, Bain, IBM, Milliman, Capgemini, Guidewire, QBE, Zurich, The Hartford, Travelers, Pacific Life, Marsh, Aon, Willis, Sedgwick and numerous disruptive technology companies. Their ideas are shaping the future of the insurance industry, which is in the midst of the most consequential season in its history.

In the process, thought leaders are winning business among ITL’s C-Suite executives, who use ITL as the defining destination for amassing intelligence about insurance and making sense of today’s complex and fast-paced risk environment.

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Tags: Customer Experience, InsurTech, Risk Management

32 Article/Blogs
The Client Experience Renaissance
Leaders Edge Magazine
July 08, 2019

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Tags: AI, Customer Experience, InsurTech

3 Ways Brands Can Improve Customer Service By Embracing Change
linkedin
April 24, 2019
Nearly every company today is focused on product innovation, pricing and automating various aspects of their business to improve the customer experience. In fact, by 2020, customer experience will be a more dominant competitive differentiator than price and product, according to research by Walker Info. But customer loyalty and retention aren’t influenced by these traditional, rational forces alone. Customers are also highly influenced by their emotional experiences with brands, including customer service.

See publication

Tags: AI, Customer Experience

4 Technology Trends Improving Customer Experience in 2016
linkedin
April 24, 2019
Customer experience is the one area where a business can truly differentiate itself from competitors. We’re already seeing some exciting innovations in 2016 as businesses continue to realize the value exceptional customer experiences (CX) yield for their bottom line. With technology driving innovation, consumers can expect to see major brands going to great lengths to ensure expectations are met, and exceeded.

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Tags: Customer Experience, Digital Transformation, Innovation

4 Trends Shaping the Future of Enterprise Communications
linkedin
April 24, 2019
As products and services become commoditized, companies must differentiate based on the quality of their customer experience. Enterprises today need to do more with less – with a greater focus on process improvement and intelligent automation.

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Tags: AI, Big Data, IoT

How to Exceed Customer Expectations
linkedin
April 24, 2019
So much is said these days about enhancing the customer experience, “delighting” customers and delivering customer service that goes “above and beyond.” For large enterprises, particularly in the insurance industry, this focus on customer experience is fast becoming a key competitive differentiator.

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Tags: Customer Experience, Innovation

In the Collaborative Future of Insurance, Everyone Wins
linkedin
April 24, 2019
In recent years, investments in the insurance technology space have skyrocketed, giving way to yet another example of an industry in an ongoing state of upheaval. From retail to healthcare to transportation, technological advances and shifting consumer expectations are fundamentally transforming business models and consumer interactions with companies. But unlike in other industries, the story we’re beginning to see emerge in the insurtech space is one of increasing collaboration rather than cutthroat competition, according to Capgemini’s inaugural “World InsurTech Report.”

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Tags: Customer Experience, Innovation, InsurTech

5 market forces impacting insurance digital strategy
Digital Insurance
January 31, 2019
The insurance industry, like so many others, is in a state of upheaval that will continue to play out in 2019. The disruptive forces at work in the industry have come into sharper focus over the past 12 months, and industry players across the board are now in motion as they race to adapt. The landscape shifts with which the insurance industry is currently contending include new developments in both technology and consumer behavior. Let’s take a look at the forces that will have the greatest impact on the insurance industry and its members this year.

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Tags: AI, Customer Experience, InsurTech

In the collaborative future of insurance, everyone wins
Digital Insurance
December 20, 2018
In recent years, investments in the insurance technology space have skyrocketed, giving way to yet another example of an industry in an ongoing state of upheaval. From retail to healthcare to transportation, technological advances and shifting consumer expectations are fundamentally transforming business models and consumer interactions with companies. But unlike in other industries, the story we’re beginning to see emerge in the insurtech space is one of increasing collaboration rather than cutthroat competition, according to Capgemini’s inaugural “World InsurTech Report.”

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Tags: Customer Experience, Digital Transformation, InsurTech

For Insurance, Digital Transformation Frees up Voice Agents to provide a better experience in the On-Demand economy
CustomerThink
May 21, 2018
These days, there’s more pressure than ever to deliver secure, seamless, real-time customer service. In fact, 54% of consumers stopped doing business with a company due to bad customer service in 2017, versus 49% in 2016. While 68% of consumers reported increased activity with companies due to good customer service. (BI Intelligence/Aspect Software).

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Tags: AI, Customer Experience, InsurTech

To Bot or Not to Bot. Here Come the Chatbots
Huffington Post
December 07, 2017
How intelligent automation can improve the customer experience for brands

The bot economy has arrived. These days, chatbots are on the tip of everyone’s tongue and at our fingertips. Easier to build and distribute than mobile apps, bots are invading the mobile messaging platforms of choice for consumers today.

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Tags: AI, Customer Experience, Digital Transformation

5 Key Customer Experience Trends for 2017
Huffington Post
January 11, 2017
2017 is going to be a transformative year in many ways but none more so than in the business-consumer relationship. The way in which these two entities connect and interact is undergoing a massive overhaul. Most importantly, the communication flows both ways. The days of a one-way monologue, at the customer, are over. Instead there must be a real-time, two-way dialogue with the customer. Consumers have an abundance of channels at their disposal and can effortlessly communicate with brands - or about brands - like never before.

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Tags: Customer Experience, Digital Disruption, Digital Transformation

The Changing Role of the C-Suite
Huffington Post
December 14, 2016
Digital disruption and business transformation has already been affecting the lower levels of organization for years and now it has reached the top where it’s causing huge shifts in roles and responsibilities. However, in a world where organizations are customer-centric instead of product-focused, these shifts are meant to be largely beneficial for the customer more and more as seen through a digital lens.

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Tags: Change Management, Culture, Customer Experience

How to Reinvent Call Centers
Insurance Thought Leadership
November 28, 2016
Summary:
Even the most modern call centers rely on the telephone to connect with customers. As we shift into the messaging era, this is going to change.

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Tags: AI, Customer Experience, Digital Transformation

How to Exceed Customer Expectations
Insurance Thought Leadershiup
November 18, 2016
Summary:
Should every company try a Zappos “whatever it takes” approach to customer service? No. Insurance is different.

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Tags: Culture, Customer Experience, Digital Transformation

Mobile Messaging: How to Meet Rules
Insurance Thought Leadership
October 10, 2016
Summary:
Many of the most popular social mobile messaging platforms don’t meet regulatory requirements.

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Tags: Big Data, Customer Experience, Privacy

3 Ways Brands Can Improve Customer Service by Embracing Change
CustomerThink
October 10, 2016
Nearly every company today is focused on product innovation, pricing and automating various aspects of their business to improve the customer experience. In fact, by 2020, customer experience will be a more dominant competitive differentiator than price and product, according to research by Walker Info. But customer loyalty and retention aren’t influenced by these traditional, rational forces alone. Customers are also highly influenced by their emotional experiences with brands, including customer service.

See publication

Tags: Change Management, Customer Experience, Future of Work

Reinventing CX Through Self-Service & Intelligent Automation
CMS Wire
October 07, 2016
Executing an effective customer communication strategy can be a challenge for brands today.

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Tags: Customer Experience, Digital Transformation, Future of Work

3 Ways Your Brand Can Improve Customer Service – by Donna Peeples, CCO Pypestream
International Customer Service Association
September 13, 2016
With National Customer Service Week approaching, let’s talk about how your brand can make improvements to the experiences you provide to your customers!

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Tags: Change Management, Customer Experience, Digital Transformation

How Chatbots Change Open Enrollment
insurance Thought Leadership
August 22, 2016
Summary:
Chatbots and intelligent automation can streamline service while providing a direct channel for communication with customers.

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Tags: Culture, Customer Experience, Digital Transformation

Satisfaction is worthless, loyalty is priceless: 5 keys for loyal customers
CustomerThink
August 15, 2016
Customer loyalty is built upon consistently positive, high-value experiences with a brand, often exceeding customer expectations. Loyalty goes beyond satisfying needs or wants. It’s an emotional connection to a brand that customers love and will happily return for. However, genuine customer loyalty is something few brands attain. With so many options and alternatives for customers to choose from, retaining customers is hard enough, let alone instilling a true sense of loyalty.

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Tags: Culture, Customer Experience, Digital Transformation

What Do Bots Mean for Insurance?
Insurance Thought Leadership
August 10, 2016
Summary:
As odd as it sounds, chatbots can let customers communicate in a natural way with companies and greatly enhance the experience.

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Tags: Customer Experience, Digital Transformation, InsurTech

Building Customer Loyalty Through Engaged Employees
CustomerThink
April 30, 2016
Never underestimate the impact your employees have on your business. Yes, the value of an engaged, loyal customer is obvious. However, before you can even think about customer loyalty, you must develop the core values within the organization to drive your employees to be the best they can be.

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Tags: Culture, Customer Experience, Leadership

4 Technology Trends Improving Customer Experience in 2016
CustomerThink
March 16, 2016
Customer experience is the one area where a business can truly differentiate itself from competitors. We’re already seeing some exciting innovations in 2016 as businesses continue to realize the value exceptional customer experiences (CX) yield for their bottom line. With technology driving innovation, consumers can expect to see major brands going to great lengths to ensure expectations are met, and exceeded.

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Tags: Customer Experience, Digital Transformation, Emerging Technology

Celebrate CX Day!
DonnaPeeples.com
October 06, 2015
October 6th marks the third anniversary of Customer Experience Day, a global recognition of the companies and individuals that create great experiences!

As a Customer Experience practitioner and all around customer enthusiast today means I get to celebrate all the hard work of individuals and teams across the globe that strive every day to focus on the customer.

70% of the Global Fortune 500 Company’s experienced excessive employee turnover between 2002-2012 (Forrester), yet 80% of CEOs believe they deliver a superior Customer Experience, but only 8% of their customers agree. These days it’s no longer Word of Mouth, but World of Mouth. Thanks to Facebook and Twitter, Customers are more vocal than ever about their experiences and are 54% more likely to share a negative experience about a company over a positive one.

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Tags: Customer Experience, Digital Transformation, Innovation

Take Notice: Life Changing Customer Experiences Provided by Technology
DonnaPeeples.com
September 14, 2015
For most people a Customer Experience means receiving a drink when you walk into a store or purchasing from a website that offers free shipping with no minimum spend required. As consumers, we’ve begun to note these “experiences” as normal in this day and age of brands vying for our loyalty. What companies are beginning to realize though, are that these types of moments are only experiential for certain consumers and often leave those with disabilities left unattended to. Well now, some of our favorite brands and household names are taking the word “experience” to a much deeper level, one that changes lives.

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Tags: Customer Experience, Emerging Technology, IoT

RENDERING REALITY – MOLDING VIRTUAL REALITY INTO THE CUSTOMER EXPERIENCE
DonnaPeeples.com
July 30, 2015
If the words immersive multimedia or Virtual Reality (VR) sound familiar to you, that is using technology to create a three-dimensional computer-generated world that a user can interact with and explore, then you’ve most likely heard its reference in the gaming industry. However, it goes well beyond virtual racing and fighting scenarios. Other industries have found new and innovative ways to use this groundbreaking technology to further improve the Customer Experience.

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Tags: Customer Experience, Digital Disruption, Emerging Technology

Six pieces of Business Advice to Get Your Career Going
DonnaPeeples.com
July 09, 2015
Corporate America is so much more than numbers, revenue, profits and earnings. When you get down to the nitty-gritty of it, there are underlying principles (protocols and pecking orders) that must be navigated, but you won’t find it discussed in any college lecture hall or part of any new employee orientation program.

So, when I was recently asked to write a letter of advice to my niece who recently graduated with honors (Go Katie!) from high school, it left me reflecting on guidance I never received as I entered the working world, but wished that I had.

Today, I want to share with you some points from that letter, which I believe you’ll find helpful, or at least interesting. It’s intended for those who are currently in the corporate world, have or know kids making their way into this often cold cruel world or anyone who has questions about building a successful career.

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Tags: Culture, Future of Work, Leadership

What Is the Future for Drones?
Insurance Thought Leadership
June 03, 2015
Summary:
Will drones invade our privacy? Or will they make our lives easier and aid society in ways that haven't even been thought of yet?

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Tags: Customer Experience, Digital Disruption, Emerging Technology

The Era of Free Agent Employees
Insurance Thought Leadership
April 22, 2015
Summary:
In this era of free agent employees, companies need to stop their resistance and encourage employees to develop personal brands.

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Tags: Change Management, Culture, Leadership

"Age of the Customer" Demands Change
Insurance Thought Leadership
April 10, 2015
Summary:
As the music industry shows, the Age of the Customer means that every company must change its focus and embrace the new.

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Tags: Change Management, Culture, Customer Experience

Convenience, Meet Technology — 4 Steps
Insurance Thought Leadership
March 17, 2015
Summary:
We now live in a one-click-to-buy world where customers demand extreme convenience based on deep understanding of their needs.

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Tags: Analytics, Culture, Customer Experience

Stop Drowning in Big Data; Use It Right
Insurance Thought Leadership
March 05, 2015
Summary:
Many companies focus on the wrong thing. More data isn't better. The right data is better -- and can greatly improve the customer experience.

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Tags: Analytics, Big Data, Customer Experience

1 Board Membership
Chief Customer Officer Council
Yahoo Finance, PR NewsWire etc
July 09, 2014
AIG's Donna N. Peeples Joins the Chief Customer Officer Council

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Tags: Analytics, Culture, Customer Experience

3 Entrepreneur in Residences
Company Overview
Bloomberg
January 10, 2019
Ms. Donna N. Peeples serves as the Chief Customer Officer at Pypestream Inc. Ms. Peeples served as the Chief Marketing Officer and Vice President of Corporate Communications at AGL Resources Inc.(Southern Company Gas) since November 2008. Ms. Peeples oversees a comprehensive and integrated marketing, sales and sales fulfilment strategy for all the AGL's utility franchises and also guides its launch and introduction of marquee brands into new markets. She coordinates ...
Read Full Background

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Tags: AI, Customer Experience, Startups

Pypestream Brings Secure Mobile Messaging to Insurance Industry; Announces Global Partnership
Cision PRNewsWire
July 28, 2016
NEW YORK, July 28, 2016 /PRNewswire/ -- Pypestream, the leading business-to-consumer messaging platform, announced a partnership today with Insurance Thought Leadership (ITL), a global network of thought leaders and decision makers transforming the insurance and risk management marketplace. As a part of the partnership, Pypestream will advise ITL members on the opportunities with mobile messaging and chatbots to improve real-time customer service and communication.

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Tags: AI, Digital Transformation, InsurTech

PEOPLE ON THE MOVE
New York Business Journal
April 18, 2016
Pypestream announced Donna Peeples, a global authority in customer experience, as its first Chief Customer Officer. In this role, Donna will lead global efforts with Pypestream's rapidly growing customer base, helping them to fully embrace mobile messaging as the platform of choice with consumers.

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Tags: AI, Customer Experience, Startups

1 Influencer Award
Powerful and Influential Women in Leadership - Georgia 2013
National Diversity Council
April 11, 2013
Women in Leadership: Rising Above the Ordinary

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Tags: Culture, Customer Experience, Leadership

1 Keynote
UnleashWD summit drives home the importance of innovation
SupplyHouse Times
October 20, 2015
The well-received event, founded and produced by speaker, consultant and distribution podcast host Dirk Beveridge, featured 15 speakers over a two-day timeframe.

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Tags: Culture, Customer Experience, Emerging Technology

33 Media Interviews
Competition, coexistence or symbiosis? The DNA of C-suite sales and marketing leaders
Ernst & Young
July 17, 2019
The DNA of C-suite sales and marketing leaders: competition, coexistence or symbiosis? examines the changing roles of the chief marketing officer (CMO) and chief sales officer (CSO) as digitalization, proliferating channels and growing customer power transform global commerce. Its basis is twofold, consisting of a quantitative survey of almost 700 sales and marketing leaders and more than 120 C-suite respondents, as well as more than 20 in-depth interviews.

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Tags: Big Data, Customer Experience, Marketing

A World Beyond Chatbots
BerkleyOne
July 01, 2019
AI is everywhere. By 2020, Gartner predicts that people will have more conversations with bots than with their spouse. So how do you design a conversational interface that's both smart and personable? Donna N Peeples, President & Chief Customer Officer at Pypestream explains why AI isn't just a buzzword, and how we're taking a new approach at hashtag#BerkleyOne

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Tags: AI, Customer Experience, Innovation

Peeples2People - Annette Franz
Pypestream Digital Labs
April 25, 2019
Video Podcast Series

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Tags: Analytics, Culture, Customer Experience

Peeples2People - Bonin Bough
Pypestream Digital Labs
February 12, 2019
Video Podcast Series

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Tags: AI, Customer Experience, Digital Disruption

Peeples2People - Lucas Watson
Pypestream Digital Labs
December 05, 2018
Video Podcast Series

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Tags: AI, Analytics, Customer Experience

Mobile X Festival 2016 - Rick Sheninger
Rick Sheninger - Mobile X Festival
May 18, 2018
Join me as I interview Donna Peeples, the CCO (Chief Customer Officer) of Pypestream.

Visit them at https://www.pypestream.com

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Tags: Customer Experience, Digital Transformation, Open Innovation

32 Powerful Women Share Their Hopes and Dreams for the Leaders of the Future
Entrepreneur
March 30, 2018
"As a female that has worked in many male-dominate industries, I take my role as a mentor to other females very seriously. But being a mentor is often something that can be overlooked -- especially with how busy everyone seems to be. I hope the next generation remembers the people who took the time to mentor them and they pay it forward.

"While women have come a long way in business, there are still not enough female leaders, especially in the C-suite and serving on boards. We need to take accountability for that and help propel the next generation of women into these roles. In order to do this, we need to train the next generation to be able to be successful leaders by zooming in to understand discrete issues, while still being able to look at the overarching issues that affect the entire organization and connect the dots between the two."

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Tags: Change Management, Culture, Leadership

One on One with Donna Peeples of Pypestream - Joint Industry Forum III
Insurance Information Institute - YouTube
January 19, 2018
“The pendulum of control has swung hard away from brands in favor of customers.” Pypestream Chief Customer Officer, Donna Peeples, discusses realities insurers face as disruptive innovation creates greater symmetry between insurance companies and consumers.

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Tags: Customer Experience, Future of Work, InsurTech

57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 1
AdrianSwinscoe.com
December 23, 2017
Donna Peeples, Chief Customer Officer of Pypestream.com, an enterprise mobile messaging platform that features the use of intelligent automation and chatbot technology, says that Wow service/experience has a lot to do with a way of working and it all starts with the employee. Customers first, employees always.

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Tags: Culture, Customer Experience, Digital Transformation

Innovators Edge - Insurance Thought Leadership
Insurance Thought Leadership - Innovators Edge - YouTube
November 19, 2017
Donna Peeples, chief customer officer of Pypestream, talks about how her company is changing customer engagement and its impact on insurance.

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Tags: Customer Experience, Digital Transformation, InsurTech

Messaging, chat bots and improving the customer experience – Interview with Donna Peeples
Adrian Swinscoe
December 09, 2016
Today’s interview is with Donna Peeples, Chief Customer Officer of Pypestream.com, an enterprise mobile messaging platform that features the use of intelligent automation and chatbot technology. Donna and I had a great chat about a number of things including Pypestream, what they are up to, chat bots, getting the most out of them and how customers react to them.

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Tags: AI, Customer Experience, Digital Transformation

A 4-STEP PLAN FOR NEW CHIEF CUSTOMER OFFICERS, WITH DONNA PEEPLES
CustomerBliss - Human Duct Tape Show
November 29, 2016
Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream, an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode. But according to Donna, her role — and the steps she progresses through — are/were the same in both contexts. The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Other than that, much of CCO work — especially in the early going — is similar regardless of company size.

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Tags: Culture, Customer Experience, Digital Transformation

Unified Customer Data Powers the Customer Experience
Business2Community
September 02, 2016
Donna Peeples is a customer experience strategist, speaker and founder of consulting firm Motivated, Inc. Her previous executive roles include chief customer experience officer at AIG, Global CMO at United Guaranty Corporation and VP and CMO at AGL Resources.
Read more at https://www.business2community.com/brandviews/unboundid/unified-customer-data-powers-the-customer-experience-01318527

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Tags: Culture, Customer Experience, Digital Disruption

Pypestream Announces Partnership with Technology Association of Georgia
hubga.com
August 18, 2016
“We’re thrilled to announce this partnership with TAG and act as a sponsor and resource for TAG members at upcoming events,” said Pypestream Chief Customer Officer Donna Peeples. “Adoption of mobile messaging platforms, including Pypestream, has opened up a new channel of communication for businesses with customers. Now with the development of chatbots, brands have an opportunity to further automate and improve real-time customer support. We’re excited to work with TAG community as they tap into mobile messaging in a bigger way.”

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Tags: Customer Experience, Digital Disruption, Digital Transformation

Cogito Corporation - Thought Leadership Series
Cogito Corp - YouTube
August 08, 2016
Part 4 - Real-Time Feedback

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Tags: Analytics, Big Data, Customer Experience

Cogito Corporation - Thought Leadership Series
Cogito Corp - YouTube
August 01, 2016
Part 3 - Big Data

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Tags: Analytics, Big Data, Customer Experience

Cogito Corporation - Thought Leadership Series
Cogito Corp - YouTube
July 26, 2016
Part 2 - The Customer Relationship

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Tags: Change Management, Culture, Customer Experience

Cogito Corporation - Thought Leadership Series
Cogito Corporation - YouTube
July 19, 2016
Part 1 - The Customer Experience

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Tags: Culture, Customer Experience, Emerging Technology

Peeples2People - Jeneanne Rae
Pypestream Digital Labs
July 07, 2016
Video Podcast Series

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Tags: Analytics, Customer Experience, Design Thinking

At the Center of Customer Conversations: Q&A with Pypestream Chief Customer Officer Donna Peeples
CustomerThink
June 28, 2016
“An executive that provides the comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the company to maximize customer acquisition, retention, and profitability.”

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Tags: AI, Customer Experience, Digital Transformation

Customer Relationship Status: It's Complicated
Digitalist Magazine
November 18, 2015
Customers appreciate the speed and convenience of digital transactions, but to earn their long-term loyalty, enterprises must build emotional affinity.

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Tags: Culture, Customer Experience, Digital Transformation

Amazing Business Radio - Shep Hyken
Shep Hyken
October 10, 2015
Donna Peeples on How Brands Can Embrace Change
and Improve Customer Service

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Tags: Change Management, Customer Experience, Digital Transformation

A Different Way To Achieve A Single View Of The Customer
Forbes.com
September 09, 2015
There was an article in May of this year on MyCustomer.com that talked about the single view of the customer and how it is 20-year old idea but one that had still not really arrived yet.

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Tags: Big Data, Customer Experience, Digital Transformation

"Reinventing Customer Service" with DONNA PEEPLES
BlogTalk Radio
August 17, 2015
I was reading the following articles/blog-posts written by DONNA PEEPLES, an industry leader and "Change Visionary, Engagement Engineer & Journey Strategist"... http://www.donnapeeples.com/rendering-reality-molding-virtual-reality-into-the-customer-experience/ and https://www.linkedin.com/pulse/unknown-future-drone-technology-donna-n-peeples

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Tags: Culture, Customer Experience, Digital Transformation

Keen Insights on Customer Experience
Insurance Thought Leadership
August 03, 2015
Summary:
There is a lot of art, as well as science, that needs to be applied to improving the customer experience. Here are some helpful thoughts.

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Tags: Culture, Customer Experience, InsurTech

Captivating Customers With Capgemini, Salesforce, Insurance Thought Leadership and Donna Peeples
Insurance Thought Leadership
July 29, 2015
The recorded webinar with Capgemini, Salesforce and Donna Peeples, former Chief Customer Experience Officer at AIG. The webinar explains why basic channel integration isn’t enough and explores the nuances of how to create experiences that delight customers.

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Tags: Customer Experience, Digital Transformation, InsurTech

People to Know - 2015
Gwinnett Magazine
June 25, 2015

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Tags: Customer Experience, Innovation, Sustainability

She brings CX insights to the executive level with passion
Clarabridge
May 08, 2015
A journey strategist and engagement engineer, Donna Peeples understands what it takes to generate executive-level interest in customer experience data. The former Chief Customer Experience Officer at AIG, she has risen through a variety of leadership, operations and revenue-generating roles, charting her own path through highly regulated and uniquely challenging industries.

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Tags: Culture, Customer Experience, Digital Transformation

Millennials ‘Most Afraid’ of the Internet Compared to Other Generations: Study
The Epoch Times
March 16, 2015
Millennials sure are a mixed-up bunch.

A significant portion of the most tech-savvy generation the world has ever produced, apparently finds the Internet more frightening than older Americans, according to a recent survey commissioned by Rasmussen.

“Perhaps surprisingly, the younger generation is most afraid of the Internet,” the survey report observed.

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Tags: Culture, Customer Experience, Digital Transformation

Improving Productivity & Customer Experience for 2015
Dana Barrett Show - Biz 1190
January 16, 2015
In the guest chair:

Julie Crow, Dana Barrett & Donna Peeples

We had a great show this morning as Donna Peeples, founder of Motiv8ed and Julie Crow, founder of Fuel Builders joined Dana to discuss the customer experience and healthy habits for employees (which Dana says go hand-in-hand!).

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Tags: Big Data, Customer Experience, Digital Transformation

Donna Peeples with Motiv8ed
Atlanta BusinessRadioX
December 08, 2014
The storied career of Peeples’ has garnered her acclaim and recognition from both industry and top regional press over the last two decades. She has been featured in publications such as Atlanta Journal Constitution, Gwinnett Magazine and Insurance Networking News. She was awarded an EMMY at The Southeast Regional Emmy Awards for Outstanding Achievement in Television Spot Announcements Excellence, and Best Commercials in 2006 and 2007 during her time as Vice President of Corporate Communications & Chief Marketing Officer with AGL Resources. In 2014 she was given the Women in Insurance Leadership award from Insurance Networking News.

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Tags: Big Data, Customer Experience, Digital Transformation

Donna Peeples, AIG's Chief Customer Experience Officer, on Meeting Challenges and Developing Talent
Digital Insurance
November 10, 2014
Donna Peeples was named a 2014 Women in Insurance Leadership winner.

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Tags: Culture, Customer Experience, Future of Work

Insurance Networking News: Women In Insurance Leadership
Digital Insurance
September 30, 2014
A major recent accomplishment: Leading a corporate transformation from siloed processes and systems to global processes and systems. She sponsored and led AIG’s first global initiative, which led to 80 countries deploying the same system, based on an agile, global framework and modularized for local adoption. In her own words: “We have a Customer Data Officer who got his degree in archaeology and a Customer Solutions leader with a Master’s in HR. Teams comprised of people with such a broad range of life experiences give you better results, because you’re drawing from a more complete set of perspectives.

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Tags: Culture, Customer Experience, InsurTech

2 Panels
Double-Edged Data: How the Insurance Industry Can Optimize for Trust
CFSI EMERGE
May 15, 2019
From fitness trackers to smart homes, the insurance industry is beginning to realize the potential of connected devices and big data to drive improvements across the insurance value chain. Improved risk assessment, predictive maintenance, and proactive claims management all have the potential to align incentives and build trust between consumers and insurers. As data collection expands, however, privacy and security concerns also grow. Insurers’ underwriting and risk mitigation may also become less transparent and more inequitable as they apply increasingly sophisticated tools. Hear from companies and partnerships at the forefront of these issues who are attempting to maximize trust with consumers while minimizing risk.

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Tags: AI, Customer Experience, Risk Management

Customer Experience: Why We Are Talking About it Now
NYC Ops Stars
April 02, 2019
The Customer Experience is key to revenue strategy, however, it hasn’t always been easy to orchestrate organizations to deliver great experiences. Top Customer Experience executives will share how the new Revenue Operations mix, aligning sales, marketing and customer success around the buyer, will enable streamlined execution and faster revenue growth.

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Tags: Culture, Customer Experience, Digital Transformation

1 Patent
Multiple Patents (Technology)
5 patents to date
September 20, 2016
Patents Assigned to Pypestream Inc.

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Tags: Customer Experience, Emerging Technology, Entrepreneurship

3 Speaking Engagements
Rutgers - Customer Experience Program
Rutgers - YouTube
March 11, 2016
Become inspired at the Customer Experience Certificate Program at Rutgers. Learn to understand customer's experiences, develop deep insights, and integrate innovative methodology throughout your organization. Immerse yourself in a program designed by professionals, for professionals. Classes are fast-paced, interactive and provide practical skills and tools you can take back to your workplace and apply immediately.

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Tags: Culture, Customer Experience, Innovation

Speaking Events - Partial List
10Times
October 16, 2015
Donna Peeples is an accomplished senior executive with extensive P&L responsibility and verifiable results in a variety of industries and global markets.

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Tags: Culture, Customer Experience, InsurTech

Extraordinary, Powerful and Influential Women
Georgia Diversity Council
February 27, 2013
Extraordinary, Powerful, and Influential Women
Success isn't only about achieving a certain status in the corporate world or as an entrepreneur, but success also is achieved by the way you live, what you say, how you dream and what you know is true. Hear from some of Georgia's Most Powerful and Influential Women and understand what it takes to become a woman of power and influence in today's world.

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Tags: Culture, Innovation, Leadership

1 Video
Peeples2People - JC Quintana
DonnaPeeples.com
June 30, 2015
Join Motivated Founder & Chief Engagement Officer Donna Peeples for the inaugural video in her Peeples2People series. She’ll talk with CRM expert and the author of Speaking Frankly About Customer Relationship Management, JC Quintana.

Donna and JC will discuss the status of CRM, the similarities between personal and business relationships and the unified customer strategy, among other topics.

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Tags: Change Management, Culture, Customer Experience

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