#DigitalTransformation

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...

Morris Pentel

Mar 17, 20212 min read

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?...

Morris Pentel

Mar 17, 20212 min read

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...

Morris Pentel

Mar 17, 20212 min read

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...

Morris Pentel

Mar 17, 20213 min read

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...

Morris Pentel

Mar 17, 20212 min read

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...

Morris Pentel

Mar 17, 20213 min read

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...

Morris Pentel

Mar 17, 20212 min read

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...

Morris Pentel

Mar 17, 20212 min read

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...

Morris Pentel

Mar 17, 20214 min read

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,...

Morris Pentel

Mar 17, 20217 min read

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...

Morris Pentel

Mar 17, 20212 min read

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...

Morris Pentel

Mar 17, 20214 min read

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...

Morris Pentel

Mar 17, 20213 min read

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...

Morris Pentel

Mar 17, 20213 min read