Front page

SSyncPro (Simultaneous Synchronized Processing) What????

The new new

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

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...

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...

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...

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...