We are launching a simple conversation analysis tester so you can try it easily with just 25 calls and an online training programme...

I am really delighted to announce that the next meeting of CXFO London is going to be at the Pirate Castle in Camden from 10 - 4 on the...

Here is the best piece of free consultancy I would give anyone involved in Retail or call centres or digital or Omnichannel etc. and want...

Some folks have contacted me recently to ask why I keep talking about Conversation Analysis while so many others are talking about Speech...

Conversation is the richest source of live customer intelligence available to organisations. What you say to customers and what they say...

The Joy of Work: 30 Ways to Fix Your Work Culture and Fall in Love with Your Job Again amazon.co.uk I had a note from Bruce about his...

7% of customer communication is through spoken words - I came across something interesting about the Voice of the Customer strategy that...

It's my honour to announce Isobel Rogers at my successor as CEO of CXFO.Org. Isobel has distinguished herself during the last few years...

Last time I spoke about the myth of the single metric now let's apply some logic to the myth of the customer survey. Which is more...

I am really pleased to announce that the London School of Customer Experience, Camden Lock, NW1 is now open for evening and day classes...

Today I want to talk about the myth of the single metric. It is one of the most damaging forms of bad practice today. As with all my work...

I had a very nice lunch last Wednesday. My hosts Concentrix Europe were organising a great round table and lunch at Covent Garden Hotel,...

We have made some big claims for emotion-score but could we back them up? The challenge from SITEL and Waitrose? Could we measure emotion...

​Actually, it all started because I was on a mission to develop a financial model for CX Business Case but nothing worked properly and we...

​I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to...

​VOC is a vital part of any communication strategy because sometimes I want to tell you what I think and if you allow me that...

I was at a party at the weekend and someone asked if "all that emotion stuff" I have been writing about will change the way I think about...

I am back in Paris in a few weeks and then Athens to talk about the next generation contact experience and the next generation contact...