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….