January 21, 2019

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 depo...

January 2, 2019

Conversation is the richest source of live customer intelligence available to organisations. What you say to customers and what they say to you are the most accurate indicator of the customer relationship. CA (Conversation Analysis) is the least expensive and most powe...