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 [...]

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 [...]

Behavioural Engineering Training Course

There will be CXBE (CX Behavioural Engineering) 1 day training courses globally this academic year (15-16). 1 Day Behavioural Science & Engineering CXFO Certified This is an emotional business. Our Customers are people even in B2B. The course will cover work in behavioural science, from case studies to the latest studies. From Daniel Pink, Dan Gilbert, [...]

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 [...]

Should you be afraid of Social Me?

Morris Pentel talks about the nature of social power at the Britannic Conference in his keynote address

Blended Experience and the Internet of Things – Some Strategy Considerations

New Traceable Behaviours, Disruptive Innovations and Trends to be considered in Strategy ®All Rights Reserved Morris Pentel TheFuture.House Project Strategy We all want our technology to work for us better - we wanted it to connect together. If that is the case then surely the activity of blending things together is a profitable [...]

By | June 25th, 2014|Design, Latest, Thefuture.House|0 Comments