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: 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...

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...

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...

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 had a very nice lunch last Wednesday. My hosts Concentrix Europe were organising a great round table and lunch at Covent Garden Hotel,...

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...

​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...

​I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to...

​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...

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...

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...

Measuring Customer Emotions a practical training course opens today with 2 courses. The fundamentals course - £49.95 (includes everything...

*emotion-score is based on known emotional states and easy to understand questions asked in specially engineered experiences in the best...

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...

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...

This is part 4 of measuring customer emotions series of extracts *Emotion-Scores (e-scores for short) are a CXFO.Org emotion measurement...

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...

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...

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...