Kathleen Peterson
Kathleen Peterson is an internationally acclaimed Contact Center and Customer Experience expert with more than four decades of advising global organizations on organizational design, workforce management, quality assurance, performance analytics, and the practical application of technology to support scale and growth. Her work has helped Fortune 500 companies and leading healthcare systems translate ambitious CX visions into operating models that perform—under real-world constraints of budget, staffing, regulation, and legacy systems.
Following the planned closure of PowerHouse at the end of 2025, Kathleen now offers her perspective from the sidelines—writing, speaking, and advising on the operational realities behind CX promises. She focuses on the often-ignored mechanics of delivery: forecasting and capacity planning, QA as a business intelligence function, governance and accountability, digital access design, and the organizational tradeoffs required to deliver “great experience” consistently, by design rather than by default. Her commentary is grounded in decades of hands-on leadership, board-level advising, and expert witness experience—bringing clarity to what it truly takes to make CX work.
