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 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.