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...

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

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...

Some folks have contacted me recently to ask why I keep talking about Conversation Analysis while so many others are talking about Speech...

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...