Morris Pentel

/Morris Pentel

Why no one swims in the world most expensive pool

It’s the launch of BAT17 Episode 1 - Behaviour* so I came to Singapore. After a very long working week in Singapore I thought it would be a great place to launch Episode 1.*BAT17 is (Behaviour & Technology in CX) the conference in your pocketSingapore has a unique approach to customer experience and it shows [...]

5 days to go till Episode 1 and someone smiled

The miracle at Boots - why babies and comedians are good for your customer experience and Episode 1 of BAT17 For those who have read my last couple blogs you will know that this Friday we launch BAT17 the conference in your pocket. (BAT17 is short for Behaviour & Technology in Customer Experience by the [...]

In a medical emergency go to M&S not Boots the Chemist

How am I? - I am fine thanks for asking. I still hurt a bit but I am more in shock than anything else. I am in shock not so much because of the pain but because of a discovery I made about expectation and culture in CX. Expectation and Culture are 2 vital elements [...]

Global CX Maturity Survey 2016 – 2017

We are asking  you to take part in our global survey about Customer Experience for senior professionals in large organisations and their partners. There is a growing awareness that excellence in Customer Experience (CX) delivers significant commercial benefits and builds customer loyalty, advocacy and long-term value. Companies win, by using [...]

Customer Power

Morris Pentel talks about a key fundamental change in the business landscape over the last few years. The change to the balance of economic power from the organisation to the socially empowered consumer is dramatic. Filmed at the end of 2014 at a conference near Tower Bridge in London this keynote looked at impacts on [...]

Customer Journey Mapping Training & Cert On-line

Customer Journey Mapping for CXFO Qualification at your own pace This is a detailed course on customer journey mapping looking at best practice every aspect touched by the customer journey. It provides the basic framework to connect your customers journey to your financial and operational tools. This course covers: Mapping methodologies Project management & Business [...]

CX Essentials Detailed Course Outline

"Training should be delivered as experience"`   Learn some Essential elements of Customer Experience  like journey mapping and Voice of the customer and play with Artificial Intelligence, Behavioural Science & Engineering,    Gamification Customer Satisfaction, Cool Technology  Technology Design,   Organisational Design and Execution   The aim is to take you through [...]

Platform Independent Experience

With so much change going on at the moment it seems worthwhile to talk about one of the latest discernible disruptive coalescence which is this idea platform independent experience. It's now become so commonplace that we all experience it everyday. Whether it is checking email LinkedIn Twitter or Facebook on the phone or checking email [...]

Customer Experience Essentials for Contact Centre Professionals Training Course London Liverpool November 2015

1 Day Customer Experience Essentials for Contact Centre Professionals Training Course CXFO Certified Contact Centre Professionals and senior managers in other fields simply don't have the fundamentals of CX as part of their training. Customer Experience is not a bolt on for the worlds most successful organisations and that's because they invest in training their [...]

IVR Experience Engineering Training Course London 3rd November 2015

A special training course on IVR Experience Design 1 Day IVR Experience Engineering CXFO Certified Did you know …..if you repeat the same message in your IVR 3 times – Your Customers are 3-5 times more likely to hang up and phone back if under stress? Why – We like journeys’ not time loops [...]