#UniversalAgent

Mar 17, 20213 min read

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...

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...

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...

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,...

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...

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...

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...

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...

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...

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...