#NextGen

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...

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...

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...

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...