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...

July 22, 2018

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 I shall argue based on practical observation. Let me see if I can persuade any of you to argue your case or to change your mind.

As...