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Morris Pentel
- Apr 8, 2021
- 2 min
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
870
Morris Pentel
- Mar 17, 2021
- 2 min
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...
1020
Morris Pentel
- Mar 17, 2021
- 2 min
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...
90
Morris Pentel
- Mar 17, 2021
- 2 min
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...
50
Morris Pentel
- Mar 17, 2021
- 2 min
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...
60
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