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 expect. Our theme is "Conversation". I am delighted to announce that Elizabeth Stokoe will be joining us on 30th January. We spend much of our days talking yet we know little about the conversational engine that drives our everyday lives. We are pushed and pulled around by language far more than we realise yet are seduced by stereotypes an
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 latest book You should read it Bruce said........I’ve turned the work I've done on work culture into an incredible book on the proven ways to improve our jobs and you’re going to love it. So what is going to make you fall for this selling? Well firstly some five star reviews have already started coming in. Sir Professor Cary Cooper called it '
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 growing the influence of the foundation globally and is more than ready for the challenge. She has a new vision of the future I am excited to support. Isobel will make a full statement over the coming few days about the next few years when she will be talking about the changes and her vision. Why now? We need new leadership. My original visi
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 likely: I will complete a survey before I have completed my transaction or you could build feedback into each step of a journey which would provide actual live insight and a better experience for me! Or that I want to finish with you quickly and then I really want to waste time in a badly constructed experience to ask e questions in numbers and ph
I am really pleased to announce that the London School of Customer Experience, Camden Lock, NW1 is now open for evening and day classes in September. Classes in all aspects of CX from Journey Mapping to working with AI will be available. We are based in The Pirate Castle in Camden Town providing a venue for those interested in improving their skills while helping to support and develop The Pirate Castle that provides important community projects and should be allowed do more
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 shall argue based on practical observation. Let me see if I can persuade any of you to argue your case or to change your mind. As the editor of cxdaily.news I frequently have to publish articles I really don't agree with but I feel that if I am being a responsible editor to provide a platform for the views of others. Of course I do dump
I had a very nice lunch last Wednesday. My hosts Concentrix Europe were organising a great round table and lunch at Covent Garden Hotel, London (which is a great venue BTW) to explore the opportunities and the challenges presented by the gig economy. My thanks to William Carson who invited me in the first place but then I did buy him lunch in the Maldives so...... Julian Herbert, Everest Group and Alex Burke, CEO of Tigerspike led a C suite audience and discussed share thei
HEROES RAIL STAFF AT GATWICK EXPRESS & BRIGHTON STATION WIN HEROES AWARD The Rail companies have come in for battering recently – and rightly so; their performance has been devastatingly bad. Last Wednesday alone Anne Widdecombe made some pointed comments in her column in the Daily Express and when I opened my latest copy of “Which?” the magazine’s ceo, Peter Vicary Smith led his article “This shambolic rail network is a disgrace” and went on the describe the situation invo
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 for a major client without interfering with the day to day operation and produce a speech and report in 5 weeks at the prestigious SITEL European Customer Day in Paris in front of a packed house of their largest clients? The e-score team said “yes!” The SITEL Team said “Let’s go for it” ………..and the E-Score Team set up a temporary E-Score S
HEROES USA – SHOP STAFF TRACK DOWN $1m LOTTERY WINNER Loved this story from Kansas. Shop staff at Pit Stop convenience store were praised for their integrity after they went out of their way to find a customer who had left a winning lottery card (bought elsewhere) in their store.Originally, the customer askedthe staff to check two gards, both of which were losing cards. Only after the customer left, did Andy Patel notice that the customer had left a third card on the counter.
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 spend billions on bad info. This was nearly 10 years ago when I ran the customer experience project in a big bank. Back then CX was a project not a team! Didn't solve it then but kept thinking about it. It was taking years! I had left that job and started consulting but I could not sort it out. I looked at all the main metrics. Some of the
I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to revolutionise the way we think about contact centres, self service and the role of emotions in delivering our customer experiences. I am going to be talking about the power of emotions in CX and their relationship with AI. I have a great case study as well. In the prep to my speech I wanted to think about some of the more important lessons leant (and
This story is submitted by my Professional Speaking Association pal and business coach, Claire Boyles. “I've just had a brilliant customer experience, I was on the search for sourdough bread locally. Unfortunately, not all sourdough breads are equal, many of them are sourdough in name, but also have added ingredients such as yeast. The wheat and added ingredients in normal breads leave me looking 6 months pregnant (Bloaty McBloat Bloat!) and give me a variety of unpleasant
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 opportunity, and I feel that my voice has been heard, then you have improved our relationship and got me (your customer) to act as your free quality monitor and ideas guy.....this as they say is a good bet! I frequently used to lecture that if you get out of their way your customers will build you a better business model with better products and servic
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 business transformation - as I am out there looking for my next project right now. (Clients please note!) I think that somethings have become a little clearer. The things I have learnt over the last couple of years has really opened my eyes to the power of behavioural engineering. I am going to call it e-transformation for this article. I a
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 centre. I thought I would share with you some of the things I am looking at, and ask what you think are going to be on the agenda, in 2 years time. I spend more than half my time at the moment thinking about the design of next generation contact centres and looking at how my clients and their clients will be delivering their contact centre sol
Measuring Customer Emotions a practical training course opens today with 2 courses. The fundamentals course - £49.95 (includes everything you need to know about measuring customer emotions to build a model and start to use it.) Click here The fundamentals + exam course £149.95 (includes everything you need to know about measuring customer emotions to build a model and start to use it + exam. The exam includes developing an excel model which will be marked. Tutoring is part of
*emotion-score is based on known emotional states and easy to understand questions asked in specially engineered experiences in the best way possible. On a scale of 1 – 10…how satisfied are you that you have not painted yourself into a corner and fallen into word traps ? Satisfaction is a good metric because it targets the actual feeling of the event There is never a perfect time and a perfect question, so it's important not to create verbal traps that create poor responses….
Extract 6 of Measuring Customer Emotions How do feel about the service you received? or how did you feel after our phone call? or before we answered the call, or when you arrived at my website. How did you feel this morning and how do you feel now! In this extract from Measuring Customer Emotions I want to talk about some basic rules about questioning best practice it is worth reviewing: 1 Channel impacts outcome If you are face to face - looking into the eyes of our model yo
This is part 5 of the measuring customer emotions series. In the previous extracts we looked at all of the other groups this is our final one. This is a state of being. This is the moment when you see your beloved in her wedding gown the first steps of an infant and the moment you lose control of your temper. THIS IS PASSION I am beyond angry beyond love because I am in a state of passion. Your product or service has touched my life so much I am in a state of rapture Group 5