You Influence More Than You Realise I view my current focus on mentoring organisations to plan and scale Emotive CX as part of a wider …Read More
Emotive CX
Emotion Matters According to Latest UK Forrester CX Index
The most recent UK Customer Experience Index* from Forrester breaks a three-year trend that was showing things had stagnated. The 2019 …Read More
The Time To Reinvent Human Assistance Is Now!
There are two core reasons to invest in Emotive CX for Customer Interaction. CX as a force for change needs to refocus on the emotive …Read More
What Neuroscience Tells Us About Emotive CX
I recently returned to New Voice Media's annual Cloudfest to report on the progress made with the Emotive CX for Customer Interaction …Read More
Why Customer Emotion Management Matters
The century remains young and its major themes are still emerging. For me, one certainty is the interchangable world of virtual and physical …Read More
Positive Emotional Service Outcomes Impact Loyalty – latest findings
Forrester’s recent US Health Insurers Customer Experience Index, 2018 shows just how important emotive CX is. In the context of health …Read More
Emotions & Customer Interaction
I’m on a mission and I need your help. Some of you will know about the P&Q Challenge I run. Now four years old, it has attracted …Read More
