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 14, 2019

Some folks have contacted me recently to ask why I keep talking about Conversation Analysis while so many others are talking about Speech and Sentiment Analytics. Some people seem confused about the difference and how come all of the really "big" players are talking ab...