This story is submitted by my Professional Speaking Association pal and business coach, Claire Boyles. “I've just had a brilliant...

​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...

HEROES STOLEN DOG RECAPTURED BY AN AMAZON EMPLOYEE Just after a delivery driver dropped off an Amazon parcel, containing dig food, the...

I was at a party at the weekend and someone asked if "all that emotion stuff" I have been writing about will change the way I think about...

I am back in Paris in a few weeks and then Athens to talk about the next generation contact experience and the next generation contact...

Measuring Customer Emotions a practical training course opens today with 2 courses. The fundamentals course - £49.95 (includes everything...

*emotion-score is based on known emotional states and easy to understand questions asked in specially engineered experiences in the best...

Extract 6 of Measuring Customer Emotions How do feel about the service you received? or how did you feel after our phone call? or before...

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...

This is part 4 of measuring customer emotions series of extracts *Emotion-Scores (e-scores for short) are a CXFO.Org emotion measurement...

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...

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...

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...

​​I want to apologise for those waiting for my book....we have had to take it down for technical improvements (which is internal slang...

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...

Understanding the importance of your story in delivering a CX is vital

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...

TheExperienceManager.com platform is an exciting new environment where you can create and share customer journeys. It is easy to use,...

Today we are launching Measuring-Customer-Emotions.Com Training so I thought I would write about it. Our first product is the short...