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
- 1 min
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...
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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
- 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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Morris Pentel
- Mar 17, 2021
- 3 min
Next Gen Contact Centre experience - it will start with chat
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...
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Morris Pentel
- Mar 17, 2021
- 1 min
Learn how to measure customer emotions today
Measuring Customer Emotions a practical training course opens today with 2 courses. The fundamentals course - £49.95 (includes everything...
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Morris Pentel
- Mar 17, 2021
- 2 min
Emotional Word traps - are you satisfied?
*emotion-score is based on known emotional states and easy to understand questions asked in specially engineered experiences in the best...
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Morris Pentel
- Mar 17, 2021
- 3 min
How do you feel? that's is the ultimate question
Extract 6 of Measuring Customer Emotions How do feel about the service you received? or how did you feel after our phone call? or before...
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Morris Pentel
- Mar 17, 2021
- 2 min
Number 5 Beyond Emotions - BEING
This is part 5 of the measuring customer emotions series. In the previous extracts we looked at all of the other groups this is our final...
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Morris Pentel
- Mar 17, 2021
- 4 min
Emotionally engaged customers - Your biggest risk
This is part 4 of measuring customer emotions series of extracts *Emotion-Scores (e-scores for short) are a CXFO.Org emotion measurement...
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Morris Pentel
- Mar 17, 2021
- 3 min
Don't know, don't care, or both - measuring emotion
This is part 3 of the series on measuring customer emotions For most brands for most products we may own them but we are not emotionally...
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Morris Pentel
- Mar 17, 2021
- 3 min
Measuring emotions the second step - You are right but I don't care!
This is the second part of Measuring Customer Emotions In my last blog I showed you how to build a crude emotional model using a simple...
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Morris Pentel
- Mar 17, 2021
- 2 min
Facebook responds to EU
Apparently BREXIT happened today and I missed it. You did too! - I am not surprised. What is stranger is that I don't live under english...
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