#EuropeanCustomerDayParis

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...

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...

The Joy of Work by Bruce Daisley

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...

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...

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...

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...

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...

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,...

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...

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...

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...