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Are We Misdiagnosing Our Most Expensive Problems?
What if your most significant and expensive problems aren't about lacking a fancy new algorithm or a faster server, but about fundamental...

Morris Pentel
Jun 133 min read


The 5th Value: A New Framework for Customer Experience Measurement
Executive Summary Despite billions invested in customer experience (CX) metrics, organisations struggle to understand genuine customer...

Morris Pentel
Jun 35 min read


If you get out of the way…..your colleagues and customers will build you a better organisation
Morris Pentel talks about the power of habit-based engagement in transformation and why most CX and EX transformation programmes struggle...

Morris Pentel
Jan 128 min read



Morris Pentel
Jun 5, 20222 min read


What will I do?
Most organisations have great tools but aren't using them as well as they could. I am going to design and deliver small improvements
Morris Pentel
Apr 8, 20212 min read


Customers make bad witnesses to your Customer Experience Crimes
Think of a world where poor customer experience is a crime. A world in which the court of public opinion defines your crimes and...
Morris Pentel
Mar 17, 20212 min read


Feelings are difficult to explain but easy to understand - We think like this!
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...

Morris Pentel
Mar 17, 20212 min read


Understanding Metrics - Part 2 Are you scared?
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...

Morris Pentel
Mar 17, 20212 min read


CX and the new emotional reality
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...

Morris Pentel
Mar 17, 20212 min read
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