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Mind the reality gap. The difference between what vendors promise and their clients achieve

Peter Ryan, Founder and Principal, Ryan Strategic Advisory

CX technologies are capable of just about anything these days. Or at least that’s what vendors will tell you. But the industry has a long track record of technology let down – organisations who feel they’ve been sold big and delivered little. Is it because vendors deliberately oversell? Or is it simply that technologists get so caught up in cool tech’s potential they forget real world practicalities? Either way, buyers get disappointed and their customers suffer. If you’re in the market for new tech, how can you make sure this doesn’t happen to you? Peter has been advising companies on CX tech and strategy for over a decade. Based on this experience, he offers advice on how to spot the oversell before it happens, how to work with vendors for best results, and how to draw up ROI based contracts that keep everyone honest.

Since starting his career with Datamonitor in 2003, Peter has established himself as one of the world’s foremost advisors in the CX sector. Over the course of his career, he’s advised outsourcers, tech businesses and their clients on matters ranging from vertical market penetration to best practice offshoring and technology deployment. Peter was awarded’s prestigious Best Respected Contact Center Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience. He has also been included in each iteration of the Nearshore Americas Power 50 Influencers listings, which identifies the most important outsourcing executives in the Western Hemisphere. He has degrees in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University, Canada.