I am really delighted to announce that the next meeting of CXFO London is going to be at the Pirate Castle in Camden from 10 - 4 on the...

This is a question that all organisations should be asking themselves. Your workforce is your biggest asset, so why is it, time and time...

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...

Some folks have contacted me recently to ask why I keep talking about Conversation Analysis while so many others are talking about Speech...

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...

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...

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...

I am really pleased to announce that the London School of Customer Experience, Camden Lock, NW1 is now open for evening and day classes...

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 had a very nice lunch last Wednesday. My hosts Concentrix Europe were organising a great round table and lunch at Covent Garden Hotel,...

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...

​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...

​I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to...

​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...

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...