This is a question that all organisations should be asking themselves. Your workforce is your biggest asset, so why is it, time and time...

The Joy of Work: 30 Ways to Fix Your Work Culture and Fall in Love with Your Job Again amazon.co.uk I had a note from Bruce about his...

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...

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...

I am really pleased to announce that the London School of Customer Experience, Camden Lock, NW1 is now open for evening and day classes...

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,...

HEROES RAIL STAFF AT GATWICK EXPRESS & BRIGHTON STATION WIN HEROES AWARD The Rail companies have come in for battering recently – and...

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...

HEROES USA – SHOP STAFF TRACK DOWN $1m LOTTERY WINNER Loved this story from Kansas. Shop staff at Pit Stop convenience store were praised...

​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...

​I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to...

This story is submitted by my Professional Speaking Association pal and business coach, Claire Boyles. “I've just had a brilliant...

​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...

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...

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...

Measuring Customer Emotions a practical training course opens today with 2 courses. The fundamentals course - £49.95 (includes everything...

*emotion-score is based on known emotional states and easy to understand questions asked in specially engineered experiences in the best...

Extract 6 of Measuring Customer Emotions How do feel about the service you received? or how did you feel after our phone call? or before...

This is part 5 of the measuring customer emotions series. In the previous extracts we looked at all of the other groups this is our final...