Understanding metrics in 2020 - Part 1
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...
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Morris Pentel
- Mar 17, 2021
- 2 min
Try Conversation Analysis in your contact centre with 25 calls and it will blow your mind!
We are launching a simple conversation analysis tester so you can try it easily with just 25 calls and an online training programme...
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Morris Pentel
- Mar 17, 2021
- 2 min
Habit Based Digital Transformation
What do the world’s most profitable companies have in common? The most successful ones like Facebook Google, Airbnb, Uber and the rest?...
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Morris Pentel
- Mar 17, 2021
- 2 min
CXFO London Spring Meeting 30th April
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...
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Morris Pentel
- Mar 17, 2021
- 3 min
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, 2021
- 3 min
"Talk" one of the most important books for Business, Marketing, Finance CX and Insight pro
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...
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Morris Pentel
- Mar 17, 2021
- 2 min
Conversation Analysis v Sentiment Analysis v Speech Analytics in Emotion Science - A very short guid
Some folks have contacted me recently to ask why I keep talking about Conversation Analysis while so many others are talking about Speech...
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Morris Pentel
- Mar 17, 2021
- 1 min
CXFO London New Year Kick Off
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...
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Morris Pentel
- Mar 17, 2021
- 1 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, 2021
- 1 min
VoC 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...
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Morris Pentel
- Mar 17, 2021
- 3 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, 2021
- 2 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, 2021
- 2 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, 2021
- 4 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, 2021
- 7 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, 2021
- 2 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, 2021
- 2 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, 2021
- 2 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, 2021
- 4 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, 2021
- 3 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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