Understanding metrics in 2020 - Part 1
Oscar Wilde wrote....a cynic is a man who knows the price of everything and the value of nothing. So what has that got to do with #NPS or...
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Morris Pentel
Mar 17, 20212 min
Try Conversation Analysis in your contact centre with 25 calls and it will blow your mind!
We are launching a simple conversation analysis tester so you can try it easily with just 25 calls and an online training programme...
40
Morris Pentel
Mar 17, 20212 min
Habit Based Digital Transformation
What do the world’s most profitable companies have in common? The most successful ones like Facebook Google, Airbnb, Uber and the rest?...
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Morris Pentel
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...
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Morris Pentel
Mar 17, 20213 min
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, 20213 min
"Talk" one of the most important books for Business, Marketing, Finance CX and Insight pro
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...
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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...
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Morris Pentel
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...
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Morris Pentel
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...
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Morris Pentel
Mar 17, 20211 min
VoC 2.0 - We look at BoC (Behaviour of Customer)
7% of customer communication is through spoken words - I came across something interesting about the Voice of the Customer strategy that...
70
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...
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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...
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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...
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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...
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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,...
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Morris Pentel
Mar 17, 20212 min
CUSTOMER EXPERIECE HEROES & VILLAINS 4
HEROES RAIL STAFF AT GATWICK EXPRESS & BRIGHTON STATION WIN HEROES AWARD The Rail companies have come in for battering recently – and...
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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...
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Morris Pentel
Mar 17, 20212 min
CUSTOMER EXPERIECE HEROES & VILLAINS 3
HEROES USA – SHOP STAFF TRACK DOWN $1m LOTTERY WINNER Loved this story from Kansas. Shop staff at Pit Stop convenience store were praised...
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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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