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...

November 13, 2018

 

The Joy of Work: 30 Ways to Fix Your Work Culture and Fall in Love with Your Job Again

amazon.co.uk

I had a note from Bruce about his latest book

You should read it

Bruce said........I’ve turned the work I've done on work culture into an incredible book on the proven ways...

August 18, 2018

It's my honour to announce Isobel Rogers at my successor as CEO of CXFO.Org. 

Isobel has distinguished herself during the last few years growing the influence of the foundation globally and is more than ready for the challenge.  She has a new vision of th...

July 30, 2018

Last time I spoke about the myth of the single metric now let's apply some logic to the myth of the customer survey.

Which is more likely:

I will complete a survey before I have completed my transaction or you could build feedback into each step of a journey which would...

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...

July 4, 2018

I had a very nice lunch last Wednesday. My hosts Concentrix  Europe were organising a great round table and lunch at Covent Garden Hotel, London (which is a great venue BTW) to explore the opportunities and the challenges presented by the gig economy. My thanks to Will...

June 23, 2018

We have made some big claims for emotion-score but could we back them up?

The challenge from SITEL and Waitrose?

Could we measure emotion for a major client without interfering with the day to day operation and produce a speech and report in 5 weeks at the prestigious S...

June 3, 2018

​Actually, it all started because I was on a mission to develop a financial model for CX Business Case but nothing worked properly and we spend billions on bad info.

This was nearly 10 years ago when I ran the customer experience project in a big bank. Back then CX was...

June 1, 2018

​I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to revolutionise the way we think about contact centres, self service and the role of emotions in delivering our customer experiences.

I am going...

May 16, 2018

​VOC is a vital part of any communication strategy because sometimes I want to tell you what I think and if you allow me that opportunity, and I feel that my voice has been heard, then you have improved our relationship and got me (your customer) to act as your free qu...

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