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...
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Morris Pentel
- Mar 17, 2021
- 2 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, 2021
- 2 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, 2021
- 3 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, 2021
- 2 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, 2021
- 3 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, 2021
- 2 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, 2021
- 2 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, 2021
- 4 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, 2021
- 7 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, 2021
- 2 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, 2021
- 4 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, 2021
- 3 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, 2021
- 3 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, 2021
- 5 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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