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,...

HEROES RAIL STAFF AT GATWICK EXPRESS & BRIGHTON STATION WIN HEROES AWARD The Rail companies have come in for battering recently – and...

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...

HEROES USA – SHOP STAFF TRACK DOWN $1m LOTTERY WINNER Loved this story from Kansas. Shop staff at Pit Stop convenience store were praised...

​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...

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

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...

*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...