Does your workforce reflect your future digital self?
This is a question that all organisations should be asking themselves. Your workforce is your biggest asset, so why is it, time and time...
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Morris Pentel
Mar 17, 20211 min
The Joy of Work by Bruce Daisley
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...
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Morris Pentel
Mar 17, 20213 min
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...
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Morris Pentel
Mar 17, 20212 min
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
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
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
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
CUSTOMER EXPERIECE HEROES & VILLAINS 4
HEROES RAIL STAFF AT GATWICK EXPRESS & BRIGHTON STATION WIN HEROES AWARD The Rail companies have come in for battering recently – and...
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Morris Pentel
Mar 17, 20212 min
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, 20212 min
CUSTOMER EXPERIECE HEROES & VILLAINS 3
HEROES USA – SHOP STAFF TRACK DOWN $1m LOTTERY WINNER Loved this story from Kansas. Shop staff at Pit Stop convenience store were praised...
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Morris Pentel
Mar 17, 20214 min
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
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
CUSTOMER EXPERIECE HEROES & VILLAINS 2
This story is submitted by my Professional Speaking Association pal and business coach, Claire Boyles. “I've just had a brilliant...
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Morris Pentel
Mar 17, 20213 min
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
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
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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Morris Pentel
Mar 17, 20211 min
Learn how to measure customer emotions today
Measuring Customer Emotions a practical training course opens today with 2 courses. The fundamentals course - £49.95 (includes everything...
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Morris Pentel
Mar 17, 20212 min
Emotional Word traps - are you satisfied?
*emotion-score is based on known emotional states and easy to understand questions asked in specially engineered experiences in the best...
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Morris Pentel
Mar 17, 20213 min
How do you feel? that's is the ultimate question
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...
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Morris Pentel
Mar 17, 20212 min
Number 5 Beyond Emotions - BEING
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...
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