Morris PentelMar 17, 20213 min read"Talk" one of the most important books for Business, Marketing, Finance CX and Insight proHere is the best piece of free consultancy I would give anyone involved in Retail or call centres or digital or Omnichannel etc. and want...
Morris PentelMar 17, 20211 min readVoC 2.0 - We look at BoC (Behaviour of Customer)7% of customer communication is through spoken words - I came across something interesting about the Voice of the Customer strategy that...
Morris PentelMar 17, 20212 min readThe myth of the customer surveyLast 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...
Morris PentelMar 17, 20214 min readThe myth of the CX single metric - Playing roulette with your customer relationshipsToday 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...
Morris PentelMar 17, 20212 min readSitel & Waitrose Emotion Audit - The road to ParisWe have made some big claims for emotion-score but could we back them up? The challenge from SITEL and Waitrose? Could we measure emotion...