Transform Customer Conversations Into Competitive Advantage

Make every conversation and chat count - Unlock the meaning of your conversations and take action!

At Interaction Analysis, we don't just measure customer satisfaction – we connect it to training processes, culture and systems

We decode the hidden emotional drivers that determine whether customers stay, spend more, or leave. Our approach reveals the value in every microsecond of every interaction:

We connect the human equations and the data to produce the most advanced insights into Customer Experience.

The structure of behaviour and the hallucinations of AI, the processes, systems, the training and the Trust, Intent, Morality, and Relationship strength that traditional metrics miss entirely.

The result?

Organisations that understand their customers at a molecular level, with the precision to intervene at exactly the right moments for maximum impact. From historical analysis to real-time intervention and co-pilots.

More insight, less cost, helping you be as smart as a 4-year-old.

A 4-year-old child knows when you are ignoring them, and so do your customers!

How can we help?

We can:

1. Analyse

A single moment in a conversation

20 interactions to provide insight in 90 minutes

50 - 200 interactions to provide a strategic health check

200 - 15,000 Conversation patterns Vulnerable Customers Compliance Risks Customer Experience Flaws and Issues in Design, Operations, Training Management, System, Insight, etc.

15,000 -1m per hour - Subject to Discovery

Large-Scale, Global, Live, AI Advanced Analytics and Co-Pilot - Subject to Discovery

Precision Experience Analytics Turn Customer Emotions Into Actionable Data

Using advanced conversation analysis and behavioural pattern recognition, we quantify the intensity and impact of emotional moments in customer interactions.

What You Get: Custom analytics that range from a quick snapshot of a few interactions to high-definition analysis of emotional intensity in real-time, and Identification of high-impact intervention points.

Predictive models for customer behaviour based on 5th Value factors, Detailed analysis of critical interaction moments

Typical Results: 40-60% improvement in early warning systems for customer churn.

2. Deliver

Advanced AI-driven Insight from Audit to real-time Co-Pilots

GDPR, Global Compliance, Data Privacy and Data Protection Secured Design

High-Definition Conversation Analysis: Advanced AI analysis specifically programmed to detect 5th Value elements in customer conversations

Solution Design

Chatbot and AI Strategy and Configuration

Digital Transformation Strategy: Ensure your technology enhances rather than replaces human connection

Business Case Development: Transform insights into finance-approved investment proposals

Executive Training: Strategic workshops for leadership teams on 5th Value integration

What You Get: Custom service from intervention to management support. Our network can support everything from the design of a chatbot to the complete AI and co-pilot strategy across your global organisation

3. Transformation

Transformation Programme Audit Design Deliver

Build Lasting Change Through the EDK Method (Our Evidence-Discussion-Knowledge) approach creates self-sustaining habits that help your teams continuously identify and improve 5th Value moments.

Habit-based transformation designs

What You Get: From Facilitation Workshops to Pilot program designs focused on real customer interactions, leadership coaching for cultural adoption

Continuous improvement frameworks that run independently typically result in Organisations seeing sustained improvement in customer metrics 12+ months after program completion.

4. Train

From workshops for members of the senior team to call listening courses for front-line quality assurance and compliance professionals

We offer:

5-minute remote habit-based programmes

Advanced training modules for executives who want to expand their knowledge

Targeted Call Listening for Quality Assurance

Targeted Call Listening for Compliance

AI tools and call listening platforms for executives

Bespoke training on request

We guarantee our results

What customer says

Analysed 5 different types of interactions in 7 languages and identified new business opportunities training gaps, Quality failures, misselling and other compliance risks in 5 days and it was accurate - I have never seen such a thing

Quality Assurance Director -

Analysed 250 complex conversations in Spanish using AI and saved us 3 minutes a call in the first week. Now we have about 20% fewer calls, and the customer and employee scores are up a lot.

Operations Director

Analysed our training needs and started a self-help learning programme within 2 weeks that is still running today, almost 5 years later.

Head of Operations, Retail Insurance

One of the great pioneers of the customer and employee experience in the contact centre industry for nearly 4 decades."

CEO - A major BPO

"Morris is the only person I know who can nail jelly to a wall in a tough meeting"

Transformation Director - Global Financial Services

"Morris changed our understanding of our customers, increased our revenue and reduced our costs in 5 working days"

Chief Executive - Global Retailer

From before the earliest days of cloud-based contact centres, through omnichannel and digital to the latest innovations in conversation and emotions auditing metrics/operational analysis, I have worked for the world’s largest organisations changing billions of experiences for customers and employees.

Now working on the future of hybrid experience with the single question that has guided him in Omni-channel Contact Centre operation, auditing, design, and strategy

Asking Patients Employees Customers and Organisations:

"What can we start to improve today?"