Oscar Wilde wrote....a cynic is a man who knows the price of everything and the value of nothing. So what has that got to do with #NPS or #customerexperience or #contactcentres or #customerservice? Ask yourself - Is it possible that price and value assumptions have changed since November and the start of this crisis? Of course, they have. The value of this simple group of vegetables has changed dramatically. In my last post, I provided a small list of metrics that have signif
We are launching a simple conversation analysis tester so you can try it easily with just 25 calls and an online training programme Contact Centres are about "managing conversations". Conversations are the richest form of actionable insight and they are the most available source to Contact Centre Managers and Trainers. But very few have SME staff trained in Conversation Emotion Analysis. Why is CA (Conversation Analysis) so different? Most insight tools we use are system born
What do the world’s most profitable companies have in common? The most successful ones like Facebook Google, Airbnb, Uber and the rest? It’s not what they do - that’s for sure. It’s how they do it! The single most common factor in success is habit. Creating or changing habits so users develop a relationship through habit. Interesting that most organisations do not think about the role of habit in the design of Customer Experience and when designing transformation. These organ
I am really delighted to announce that the next meeting of CXFO London is going to be at the Pirate Castle in Camden from 10 - 4 on the 30th April. Last time we had a great meeting about "Conversation" with contributions from some of our amazing experts. It was a fantastic day and this time we are going to try even harder to top it. The Rules The rules are the same as usual...High quality content at a fabulous venue at low cost .....and we raise money for a good cause. We do
This is a question that all organisations should be asking themselves. Your workforce is your biggest asset, so why is it, time and time again when companies spend (in some cases millions) on digital transformation they do not take their colleagues on the journey with them? There was a time when we could consider digital transformation and physical customer experience separately. That age has passed. Customers don’t think of businesses as separate channels; they have an exper
Here is the best piece of free consultancy I would give anyone involved in Retail or call centres or digital or Omnichannel etc. and want to be taken seriously. It's the best textbook on the basics of Conversation Analysis and you can get it on line at amazon book depository for a ridiculously low price. Conversation is the richest source of actionable insight we have available. It is the most common most highly available source of insight we have and it is actionable. It is
Some folks have contacted me recently to ask why I keep talking about Conversation Analysis while so many others are talking about Speech and Sentiment Analytics. Some people seem confused about the difference and how come all of the really "big" players are talking about speech rather than conversation. Here is a really short guide! Speech Analytics looks at words and recognises them and gives them scores. Conversation Analysis looks at conversations and then does the same.
We are now focused on the New Year edition of CXFO London Club at the Pirate Castle and I wanted to share with you a little about what to expect. Our theme is "Conversation". I am delighted to announce that Elizabeth Stokoe will be joining us on 30th January. We spend much of our days talking yet we know little about the conversational engine that drives our everyday lives. We are pushed and pulled around by language far more than we realise yet are seduced by stereotypes an
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 latest book You should read it Bruce said........I’ve turned the work I've done on work culture into an incredible book on the proven ways to improve our jobs and you’re going to love it. So what is going to make you fall for this selling? Well firstly some five star reviews have already started coming in. Sir Professor Cary Cooper called it '
7% of customer communication is through spoken words - I came across something interesting about the Voice of the Customer strategy that I want to share. Sometimes the behaviour of the customer is as clear as the voice of the customer so the same rules should apply to both. I think we can all agree that this customer is clearly expressing herself. When people ignore your emails or don't click on your offers and don't respond to your surveys. When people hang up in your IVR or
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 growing the influence of the foundation globally and is more than ready for the challenge. She has a new vision of the future I am excited to support. Isobel will make a full statement over the coming few days about the next few years when she will be talking about the changes and her vision. Why now? We need new leadership. My original visi
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 likely: I will complete a survey before I have completed my transaction or you could build feedback into each step of a journey which would provide actual live insight and a better experience for me! Or that I want to finish with you quickly and then I really want to waste time in a badly constructed experience to ask e questions in numbers and ph
I am really pleased to announce that the London School of Customer Experience, Camden Lock, NW1 is now open for evening and day classes in September. Classes in all aspects of CX from Journey Mapping to working with AI will be available. We are based in The Pirate Castle in Camden Town providing a venue for those interested in improving their skills while helping to support and develop The Pirate Castle that provides important community projects and should be allowed do more
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 shall argue based on practical observation. Let me see if I can persuade any of you to argue your case or to change your mind. As the editor of cxdaily.news I frequently have to publish articles I really don't agree with but I feel that if I am being a responsible editor to provide a platform for the views of others. Of course I do dump
I had a very nice lunch last Wednesday. My hosts Concentrix Europe were organising a great round table and lunch at Covent Garden Hotel, London (which is a great venue BTW) to explore the opportunities and the challenges presented by the gig economy. My thanks to William Carson who invited me in the first place but then I did buy him lunch in the Maldives so...... Julian Herbert, Everest Group and Alex Burke, CEO of Tigerspike led a C suite audience and discussed share thei
HEROES RAIL STAFF AT GATWICK EXPRESS & BRIGHTON STATION WIN HEROES AWARD The Rail companies have come in for battering recently – and rightly so; their performance has been devastatingly bad. Last Wednesday alone Anne Widdecombe made some pointed comments in her column in the Daily Express and when I opened my latest copy of “Which?” the magazine’s ceo, Peter Vicary Smith led his article “This shambolic rail network is a disgrace” and went on the describe the situation invo
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 for a major client without interfering with the day to day operation and produce a speech and report in 5 weeks at the prestigious SITEL European Customer Day in Paris in front of a packed house of their largest clients? The e-score team said “yes!” The SITEL Team said “Let’s go for it” ………..and the E-Score Team set up a temporary E-Score S
HEROES USA – SHOP STAFF TRACK DOWN $1m LOTTERY WINNER Loved this story from Kansas. Shop staff at Pit Stop convenience store were praised for their integrity after they went out of their way to find a customer who had left a winning lottery card (bought elsewhere) in their store.Originally, the customer askedthe staff to check two gards, both of which were losing cards. Only after the customer left, did Andy Patel notice that the customer had left a third card on the counter.
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 spend billions on bad info. This was nearly 10 years ago when I ran the customer experience project in a big bank. Back then CX was a project not a team! Didn't solve it then but kept thinking about it. It was taking years! I had left that job and started consulting but I could not sort it out. I looked at all the main metrics. Some of the
I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to revolutionise the way we think about contact centres, self service and the role of emotions in delivering our customer experiences. I am going to be talking about the power of emotions in CX and their relationship with AI. I have a great case study as well. In the prep to my speech I wanted to think about some of the more important lessons leant (and