Some folks have contacted me recently to ask why I keep talking about Conversation Analysis while so many others are talking about Speech...

Conversation is the richest source of live customer intelligence available to organisations. What you say to customers and what they say...

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...

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,...