#CSAT

Mar 17, 20212 min

CXFO London Spring Meeting 30th April

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...

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...

Mar 17, 20211 min

CXFO London New Year Kick Off

We are now focused on the New Year edition of CXFO London Club at the Pirate Castle and I wanted to share with you a little about what to...

Mar 17, 20211 min

The Joy of Work by Bruce Daisley

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...

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...

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...

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...

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...

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,...

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...

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...