Tough & Competent
Peter Watson-Wailes is the founder of digital CX consultancy, Tough & Competent. After spending time learning how websites work at the behest of his mother, Peter started his career in marketing at a small agency in Kent. Since that time, he’s founded two and helped run another pair of agencies and has spent more years helping organizations deliver better digital CX than he has fingers. In that time, he’s consulted for obscure companies like Amazon, Google, Accor Hotels, Arrow, and Vinci. With a certain wit and Britishness, Peter looks at the good, the bad, and the ugly of the customer experience world, covering digital marketing, organizational design, and digital user experience optimization.