Does your workforce reflect your future digital self?
This is a question that all organisations should be asking themselves. Your workforce is your biggest asset, so why is it, time and time...
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Morris Pentel
Mar 17, 20212 min
Conversation Analysis v Sentiment Analysis v Speech Analytics in Emotion Science - A very short guid
Some folks have contacted me recently to ask why I keep talking about Conversation Analysis while so many others are talking about Speech...
00
Morris Pentel
Mar 17, 20213 min
Isobel Rogers - new Chief Executive at Customer Experience Foundation
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...
10
Morris Pentel
Mar 17, 20212 min
The myth of the customer survey
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...
20
Morris Pentel
Mar 17, 20212 min
The London School of Customer Experience
I am really pleased to announce that the London School of Customer Experience, Camden Lock, NW1 is now open for evening and day classes...
10
Morris Pentel
Mar 17, 20214 min
The myth of the CX single metric - Playing roulette with your customer relationships
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...
30
Morris Pentel
Mar 17, 20217 min
If Gig Economy V1 doesn't work so whats Gig2 going to look like?
I had a very nice lunch last Wednesday. My hosts Concentrix Europe were organising a great round table and lunch at Covent Garden Hotel,...
10
Morris Pentel
Mar 17, 20212 min
Sitel & Waitrose Emotion Audit - The road to Paris
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...
40
Morris Pentel
Mar 17, 20214 min
The search for emotional truth - More than happy!
​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...
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Morris Pentel
Mar 17, 20213 min
AI = IOT² (Internet of Thought)
​I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to...
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Morris Pentel
Mar 17, 20213 min
How to emotionally score VOC Voice of the Customer and Sentiments
​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...
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Morris Pentel
Mar 17, 20215 min
Digital Transformation - Getting Emotional
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...
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Morris Pentel
Mar 17, 20213 min
Next Gen Contact Centre experience - it will start with chat
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...
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