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...

CX Professionals - Here is a simple competence test if you work in a large organisation.....has your customer experience changed? If your...

One of the questions that concerns me at the moment is how does CX look now and over the next 6 - 12 months? The second question is what...

Every aspect of our lives has changed. In a really short time the lives of almost everyone are looking at what was familiar and seeing...

Yesterday I nearly punched a runner. He ran far to close me on a narrow path and his selfishness really got under my skin. Just like...

Today's little suggestion is about breathing. It's really simple to breathe in such a way as to help improve your health. This is another...

Today's tip is about being silly for 5 minutes. This is about being nice to you. Spend 5 minutes making you laugh. If you have been...

Yesterday I talked about how being nice to someone can make you feel good. I really hope that you tried that and it helped you. Try it...

We are all scared with good reason. But what can we do about it? Every day I am going to try to publish something that will help you to...

The following advisory goes out to CXFO members students and friends or anyone who wants it and was created 12th March 2020 by the...

Practitioners say understanding emotions is too complicated - is too difficult to work with - they are wrong!

We are launching a simple conversation analysis tester so you can try it easily with just 25 calls and an online training programme...

What do the world’s most profitable companies have in common? The most successful ones like Facebook Google, Airbnb, Uber and the rest?...

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...

For those who are joining the Level 2 Contact Center Managing Customer Emotions Course through ACXA in Athens in February I thought I...

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...

Conversation is the richest source of live customer intelligence available to organisations. What you say to customers and what they say...

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...