Retail

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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 [...]

CX Training Workshops Updated

CX Training Workshops for 2015-16 1 - day Training Workshops Our customer experience training workshops combine the best practitioners and teachers with the highest quality content, and remarkable venues to deliver the ultimate training experience. Over three days we offer two courses a day covering six subjects. Each of these is covered in sufficient [...]

Speaking Engagements – Chairman

Morris Pentel - Speaking Engagements 30th September 2015 - Contact Centre Expo Title: Making the Contact Centre of the Future a Reality 16th September 2015 International Customer Experience Management Summit Istanbul Event Chairman & Training Course Title: Winning the Experience Game (A specially constructed training Course on Gameification in Customer Experience   9th September [...]

Customer Experience Strategy Audit – DIY Tips

Understanding if your Customer Experience Strategy is fit for purpose is vital. What are the key trends that you are developing tactics to address within your strategy today and are they the right ones? Since we started Customer Experience Audits as a process more and more people have been writing to me to ask for [...]

12 Million “Missing” Bottles of Wine – & Customer Experience Auditing

Apparently somebody (Mark Bellis of John Moore University and his colleagues – Source BBC) has just worked out that 12 million more bottles of wine are being brought in the UK than people say they drink - every week. That’s about 624,000,000 bottles a year that are missing from the official stats. Are people stocking [...]