Brandon Peterson

Brandon Peterson leads Client Experience and Operations at Achieve, following senior roles across finance, call center operations, and customer experience at Freedom Financial Network, Tesla, and DFC Global. He sees consistency as a major part of keeping customers engaged, particularly in debt resolution, where success can be determined early, and every interaction can influence whether someone stays with the program.

For Peterson, that consistency isn’t something a company can create through scripts or quality scores alone. Achieve operates around specific frontline behaviors, with managers coaching against the same focus areas and employees able to see their own performance. Conversation intelligence gives the organization a clearer view into what’s being said on calls, so coaching can respond to the experience customers are receiving.

He has carried that operating discipline into Achieve’s use of AI. The technology helps employees through conversations while automated summaries remove much of the administrative work that follows them. Peterson has described the value of AI in terms of “helping them with their jobs instead of replacing their jobs.” The AI usage has also produced measurable operational gains, including a 75% reduction in after-call work and a 50% reduction in hold times.

Peterson expects AI to become the first point of contact in nearly every customer interaction, with people moving into a supporting role. His approach is to use AI to see more of what is happening across customer conversations, turn those insights into more consistent coaching, automate work that doesn’t need a person, and preserve human involvement where the conversation benefits from empathy or judgment.