#MeasuringCustomerEmotions

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

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.

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 latest book You should read it Bruce said........I’ve turned the work I've done on work culture into an incredible book on the proven ways to improve our jobs and you’re going to love it.  So what is going to make you fall for this selling? Well firstly some five star reviews have already started coming in. Sir Professor Cary Cooper called it '

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 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

Next Gen Contact Centre experience - it will start with chat

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 centre. I thought I would share with you some of the things I am looking at, and ask what you think are going to be on the agenda, in 2 years time. I spend more than half my time at the moment thinking about the design of next generation contact centres and looking at how my clients and their clients will be delivering their contact centre sol

Learn how to measure customer emotions today

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 you need to know about measuring customer emotions to build a model and start to use it.) Click here The fundamentals + exam course £149.95 (includes everything you need to know about measuring customer emotions to build a model and start to use it + exam. The exam includes developing an excel model which will be marked. Tutoring is part of

Emotional Word traps - are you satisfied?

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 way possible. On a scale of 1 – 10…how satisfied are you that you have not painted yourself into a corner and fallen into word traps ? Satisfaction is a good metric because it targets the actual feeling of the event There is never a perfect time and a perfect question, so it's important not to create verbal traps that create poor responses….

How do you feel? that's is the ultimate question

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 we answered the call, or when you arrived at my website. How did you feel this morning and how do you feel now! In this extract from Measuring Customer Emotions I want to talk about some basic rules about questioning best practice it is worth reviewing: 1 Channel impacts outcome If you are face to face - looking into the eyes of our model yo

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 one. This is a state of being. This is the moment when you see your beloved in her wedding gown the first steps of an infant and the moment you lose control of your temper. THIS IS PASSION I am beyond angry beyond love because I am in a state of passion. Your product or service has touched my life so much I am in a state of rapture Group 5

Emotionally engaged customers - Your biggest risk

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 tool In the last extract I talked about the customers who are not really fans and with whom you don't have a strong emotional connection. Today I want to talk about the customers who are engaged. Engaged Customers are your largest commercial risk. Ironically we want engaged customers but they are dangerous. The reason is simple, because the

Don't know, don't care, or both - measuring emotion

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 engaged. We may not even remember the brand or the manufacturer. There are many good reasons for that. Most people don't remember things that work and things that only hold a functional based emotional relationship status. There are brands at the other end of the spectrum that I will talk about later but for this blog let's just consider th

Measuring emotions the second step - You are right but I don't care!

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 visual template. If you missed it or want a recap you can click here. Based on some of the questions I got, (thank you all) I want to be absolutely clear with you that without step one there are no other steps. Warning - It is vital to have a working model of normal emotional states or any results you get are just tainted. You cannot assess h

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 law either. I am no longer covered by European law - I am living under american law now. Actually we brits are not the only ones who don't live in Europe as I understand that a lot of Europeans live under american law. Facebook decide to take 1.5 BILLION users out of the protection of European privacy law and moved them to America. Many in E

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