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Donna Peeples
Chief Executive Officer at Motivated, Inc.
Atlanta/New York, United States
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 Peeples
Points
Academic
40
Author
46
Influencer
251
Speaker
21
Entrepreneur
190
Total
548
Points based upon Thinkers360 patent-pending algorithm.
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.
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.
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.
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.
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.
Speed viewing? Like speed reading but for your recorded everyday video
Medium
April 07, 2023
In the video first world we live in, recording meetings has never been easier or higher quality. But it’s still not immediately useful or easy to find exactly what you’re looking for.
Tags: Customer Experience, Digital Transformation, Business Strategy
Can Data Integration Replace People?
Datamation
September 13, 2021
Companies have long been stashing privileged information and anything that might end up being useful in the future into data warehouses.Within such companies, specialized departments and functions did the same with their important information, making data silos the natural next progression in digital storage and security. Very quickly, however, people began criticizing and questioning the real benefits of such siloed and disconnected data systems within an organization. As usual, technology responded.
Why the need for female leadership is more urgent than ever
DiversityQ
August 30, 2021
Technology innovation is opening up career opportunities where women can benefit. Donna Peeples explains why the business world needs more female leaders - and fast.
Why Data Democratization is Better Than Busting Down Silos
Datamation
August 16, 2021
Technology is today’s golden egg, in that it continually yields new efficiencies, ways of working and innovations. In many companies people put data in silos that mirror their departments and functions - limiting its value. These silos will likely never disappear, but for real progress, businesses must embrace intentional data democratization.
5 Unique Habits That Make Successful Leaders Stand Out From the Crowd
Strixus
August 11, 2021
Becoming a leader, and a good one at that, is something that most people strive to achieve. Here are some actionable tips to improve your leadership abilities
How to Keep Your Customers Happy (Even If They’re Wrong)
Entrepreneur
July 30, 2021
Knowing your customers and putting them first is fundamental to any growth strategy…Yet sometimes customers are unhappy even when you’ve done everything well.
The Death of the 5-Year Plan - How Today’s Executives Should Plan for the Future
Strixus
July 05, 2021
Planning for the future is essential for any company’s success, but the traditional 5-year plan may be leaving your company behind. To better plan for the future, here are some tips for you to follow.
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.
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.
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.
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.
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.”
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.
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.”
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).
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.
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.
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.
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.
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
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.
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.
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.
Build a Strong Executive Team: Succession Planning & Tackling the Bus Problem
Technology Advice
August 26, 2021
If one of your executives were to suddenly leave, or worse-case scenario, get hit by a bus, do you have someone else that could easily take over for them?
Tags: Change Management, Business Strategy, Business Continuity
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.
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
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."
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.
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.
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.
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.
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
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.”
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.”
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.
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.
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
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.
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.
Build a Strong Executive Team: Succession Planning & Tackling the Bus Problem
Technology Advice
August 26, 2021
If one of your executives were to suddenly leave, or worse-case scenario, get hit by a bus, do you have someone else that could easily take over for them?
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.
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.
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.
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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Speed viewing? Like speed reading but for your recorded everyday video
3 Critical Components That Dramatically Improve Company Culture
How to Connect People, Process and Technology to Deliver Exceptional Customer Experience
Can Data Integration Replace People?
Why the need for female leadership is more urgent than ever
5 Ways To Instantly Identify Someone with Genuine Leadership Skills
The Way We Look at Expertise is Changing. Here’s Why.
Why Data Democratization is Better Than Busting Down Silos
5 Unique Habits That Make Successful Leaders Stand Out From the Crowd
How to Keep Your Customers Happy (Even If They’re Wrong)
The Death of the 5-Year Plan - How Today’s Executives Should Plan for the Future
The Client Experience Renaissance
3 Ways Brands Can Improve Customer Service By Embracing Change
4 Technology Trends Improving Customer Experience in 2016
4 Trends Shaping the Future of Enterprise Communications
How to Exceed Customer Expectations
In the Collaborative Future of Insurance, Everyone Wins
Build a Strong Executive Team: Succession Planning & Tackling the Bus Problem
Competition, coexistence or symbiosis? The DNA of C-suite sales and marketing leaders
A World Beyond Chatbots
Redefining the Workplace Culture After a Crisis
Build a Strong Executive Team: Succession Planning & Tackling the Bus Problem
Advisory Board
CSM Wire
