Editorial Board   Guest Author

Dr. Peterson

Derek Peterson

Chief Technology Officer, Boingo Wireless

Derek Peterson, Ph. D., is chief technology officer at Boingo Wireless. He is responsible for the company’s technical vision and strategy. Under his leadership, Boingo is pioneering the adoption and deployment of the latest IT and wireless network technologies including 5G, Passpoint, network virtualization and convergence. He is directly responsible for building and operating Boingo's core technologies and systems, including web applications, client software, networks, authentication, billing, advertising, IPTV, business intelligence and IT infrastructure. Dr. Peterson has led Boingo to many wireless industry achievements, including the Wireless Broadband Alliance award for “Best Converged Operator Deployment” which recognized the company’s cellular and Wi-Fi networks at Philips Arena; Light Reading award for “Most Innovative Wireless Service;” Wi-Fi Industry awards for "Best Wi-Fi Network Operator" and "Best Wi-Fi Service for Vertical Markets" and the Light Reading Leading Light award for "Most Innovative Carrier Wi-Fi Deployment.” Dr. Peterson was also named “CTO of the Year” in 2017 by the Los Angeles Business Journal and a 2015 "Wireless Industry Executive to Watch" by FierceWireless. Dr. Peterson has deep telecommunications experience as a consultant, engineer, product manager and executive. Prior to joining Boingo in 2011, he served in strategic product roles at Oracle driving global launch campaigns for LTE adoption and billing software solutions. He is a Wireless Broadband Alliance and MulteFire Alliance board member, and a founding member of the Wireless Infrastructure Association's Innovation & Technology Council of wireless industry leaders. Dr. Peterson holds a BS in computer science from the University of Maryland, an MA in education and technology from the American Intercontinental University, and a Doctorate of Computer Science with a focus on enterprise information systems from Colorado Technical University. He is an adjunct professor for Colorado Technical University and an editor for the “International Journal of Strategic Information Technology and Applications.” Please visit http://www.boingo.com for more information.

Dr. Peterson can be contacted at 424-256-7036 or dpeterson@boingo.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.