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...

7% of customer communication is through spoken words - I came across something interesting about the Voice of the Customer strategy that...

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...

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...

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...