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...

​​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...