What if your most significant and expensive problems aren't about lacking a fancy new algorithm or a faster server, but about fundamental...

Executive Summary Despite billions invested in customer experience (CX) metrics, organisations struggle to understand genuine customer...

Morris Pentel talks about the power of habit-based engagement in transformation and why most CX and EX transformation programmes struggle...

The new new

Most organisations have great tools but aren't using them as well as they could. I am going to design and deliver small improvements

Think of a world where poor customer experience is a crime. A world in which the court of public opinion defines your crimes and...

I use a mathematical model based around how people think. Human measurement would start at a resting point of ok. If you use feelings as...

Looking at things we are trying to measure in customer surveys and #VOC #NPS etc then we must ask ourselves how much change has there...

One of the questions that concerns me at the moment is how does CX look now and over the next 6 - 12 months? The second question is what...