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Experience
We specialize in delivering independent analysis, design, training and consulting services.
We are focused on experience/behaviour design and engineering. By leveraging advanced AI tools and decades of expertise, we identify simple, actionable changes (low-hanging fruit) that transform experiences for customers, employees, and other stakeholders.
Our core expertise lies in engineering and auditing experiences, as well as ensuring compliance.
Key Services:
We offer a range of services, including:
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Conversation and vulnerability analysis
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AI and digital transformation
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Experience Design and Engineering
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Contact center solutions
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Training and workshops
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High-Definition Conversation Analysis
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Culture Analysis and Transformation Programmes
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Experience Design and Engineering
Using AI-driven analytics to drive measurable business impact. -
M&A Advisory
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Strategic Advisory
With 35 years of experience, we have partnered with the world’s largest organizations, service providers, and governments to optimize technology and culture—helping them save costs and increase revenue.
Contact us today to learn how we can help your organization thrive.
Our Conversation Analysis Service comes with a free trial. A 90-minute test. We listen to 20 calls with you for free!
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off the shelf
Fast - Interaction Analysis
Customer, Citizen, Employee, Patient and Other Stakeholder Blended Digital Experience Design
Micro-second Analysis of a sample of 100 to 1000 interactions for Customer and Employee Experiences for Insights into Cost, Effort, Satisfaction, Emotions, Behaviours, QA, and Compliance Risk in 5 days
Fast - Uncertainty Score
Uncertainty costs billions. Every hesitation and miscommunication costs time money and goodwill. We can measure up to 40 different types of uncertainty in your interactions and provide recommendations to reduce the time effort and cost in 5 days
Strategic Consulting
We have 35 years of consulting experience for the world's largest organisations and Governments on Customer Experience Strategy, Technology, and Tactics and access to some of the most advanced interaction analytics tools available
M&A Advisory
Business Case and Technology Reviews
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Training and Behaviour Change
Workshops Training Guided learning and habit-based soft skills improvement programmes.
Our training, culture programmes, and workshops are tailored to meet the needs of your organization and create better habits of continuous improvement.
Transformation
Expert Capability in Behavioural, Cultural, and Digital Transformation Programmes to support your organisation
We translate real science into measurable outcomes that can positively impact your bottom line using existing technology for global organizations.
Advanced Business Sciences
Experience and Interaction Auditing, Analytics, Consulting, and Monitoring using advanced AI to reduce call volumes, costs, and negative experiences as well as improve experience outcomes and revenues in measurable ways
A network of global experts led by Morris Pentel with more than 40 years of experience in complex transformation
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 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
Head of Transportation
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?"
GOOWX - Morris Pentel on Uncertainty & Confusion
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