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Trevor Richer - The passing of one of the greats of the contact centre era
Like many I was really sad to hear of the passing of Trevor Richer. Trevor was someone who, too few of you will know as, one of the...
Morris Pentel
Mar 17, 20211 min read
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...
Morris Pentel
Mar 17, 20212 min read
Emotionally engaged customers - Your biggest risk
This is part 4 of measuring customer emotions series of extracts *Emotion-Scores (e-scores for short) are a CXFO.Org emotion measurement...
Morris Pentel
Mar 17, 20214 min read
Don't know, don't care, or both - measuring emotion
This is part 3 of the series on measuring customer emotions For most brands for most products we may own them but we are not emotionally...
Morris Pentel
Mar 17, 20213 min read
Measuring emotions the second step - You are right but I don't care!
This is the second part of Measuring Customer Emotions In my last blog I showed you how to build a crude emotional model using a simple...
Morris Pentel
Mar 17, 20213 min read
Facebook responds to EU
Apparently BREXIT happened today and I missed it. You did too! - I am not surprised. What is stranger is that I don't live under english...
Morris Pentel
Mar 17, 20212 min read
How to create a customer emotion model in an hour or less
I want to apologise for those waiting for my book....we have had to take it down for technical improvements (which is internal slang...
Morris Pentel
Mar 17, 20213 min read
CXFO New Courses Customer Journey Mapping with Emotions
We are starting 2 training courses on 1st May on Customer Journey Mapping with Emotions. Over the last year I have completely changed our...
Morris Pentel
Mar 17, 20212 min read
How are you at reading my emotions?
If you want to get an accurate read of emotions you need to start from a model of how customers are before they meet you! I call it the...
Morris Pentel
Mar 17, 20212 min read
Storytelling - a really short CX Guide
Understanding the importance of your story in delivering a CX is vital
Morris Pentel
Mar 17, 20214 min read
Digital Storyboarding - The first vital step in your CX success or failure
Creating better Customer Experiences using digital storyboards to share a vision with stakeholders
Morris Pentel
Mar 17, 20213 min read
facebook drops $80bn in 10 days as we get emotional about trust...a little prediction
Many news sources in the UK and US today have published that the Cambridge Analytica scandal has cost $80bn in 10 days....I think that's...
Morris Pentel
Mar 17, 20213 min read
Now you are in for an experience
TheExperienceManager.com platform is an exciting new environment where you can create and share customer journeys. It is easy to use,...
Morris Pentel
Mar 17, 20211 min read
Beyond NPS - Why not just ask better questions?
Today we are launching Measuring-Customer-Emotions.Com Training so I thought I would write about it. Our first product is the short...
Morris Pentel
Mar 17, 20211 min read
Why no one swims in the world most expensive pool
It’s the launch of BAT17 Episode 1 - Behaviour* so I came to Singapore. After a very long working week in Singapore I thought it would be...
Morris Pentel
Mar 17, 20212 min read
Can a “thank you” and a smile really change your organisation?
I need to say, “thank you” to a lot of people. Firstly, obviously thank you for stopping by…… I hope you find this amusing, interesting...
Morris Pentel
Mar 17, 20212 min read
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