#DigitalTransformation

Try Conversation Analysis in your contact centre with 25 calls and it will blow your mind!

Mar 17, 2021
2 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 Contact Centres are about "managing conversations". Conversations are the richest form of actionable insight and they are the most available source to Contact Centre Managers and Trainers. But very few have SME staff trained in Conversation Emotion Analysis. Why is CA (Conversation Analysis) so different? Most insight tools we use are system born

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? It’s not what they do - that’s for sure. It’s how they do it! The single most common factor in success is habit. Creating or changing habits so users develop a relationship through habit. Interesting that most organisations do not think about the role of habit in the design of Customer Experience and when designing transformation. These organ

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 30th April. Last time we had a great meeting about "Conversation" with contributions from some of our amazing experts. It was a fantastic day and this time we are going to try even harder to top it. The Rules The rules are the same as usual...High quality content at a fabulous venue at low cost .....and we raise money for a good cause. We do

Does your workforce reflect your future digital self?

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 again when companies spend (in some cases millions) on digital transformation they do not take their colleagues on the journey with them? There was a time when we could consider digital transformation and physical customer experience separately. That age has passed. Customers don’t think of businesses as separate channels; they have an exper

Conversation Analysis v Sentiment Analysis v Speech Analytics in Emotion Science - A very short guid

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 and Sentiment Analytics. Some people seem confused about the difference and how come all of the really "big" players are talking about speech rather than conversation. Here is a really short guide! Speech Analytics looks at words and recognises them and gives them scores. Conversation Analysis looks at conversations and then does the same.

Isobel Rogers - new Chief Executive at Customer Experience Foundation

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 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

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 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

The London School of Customer Experience

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 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

The myth of the CX single metric - Playing roulette with your customer relationships

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 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

If Gig Economy V1 doesn't work so whats Gig2 going to look like?

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, 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

Sitel & Waitrose Emotion Audit - The road to Paris

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 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

The search for emotional truth - More than happy!

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 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

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 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

How to emotionally score VOC Voice of the Customer and Sentiments

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 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

Digital Transformation - Getting Emotional

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 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

interaction-analysis.com

Experience Analysis and Design
Technology & Behavioural Science - PX, CX, EX
Transformation Strategy in an Omni-Channel world
Personal Therapy Design
What can we improve today?

You can use the chat button to talk to someone if available, or pop us an email here