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Morris Pentel
Mar 17, 20212 min read
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, 20212 min read
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...
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Morris Pentel
Mar 17, 20214 min read
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, 20217 min read
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, 20212 min read
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, 20214 min read
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, 20213 min read
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, 20213 min read
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, 20215 min read
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, 20213 min read
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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