Customer Employee

Patient Stakeholder

Omni Channel

Contact CentrE

Operations Management  

Auditing Channels Metrics


Transformation Technology


Behavioural Engineering & Economics,

Emotions Speech Sentiment Conversations,

Culture Habits & Digital Transformation,



Operational Management Advisory

Design Development Delivery


Workshops Training Consulting

We engineer and audit experiences
Moments, minutes, months, experiences, relationships = Outcomes
Helping you to connect channels and technologies to improve experiences for customers employees and other stakeholders
Helping you learn about the real science of customer and employee metrics
Conversation Analysis and AI
Helping you transform your organisation and create better habits of continuous improvement 
Translating real science into measurable outcomes that change the bottom line using existing technology for global organisations
Digital Transformation / Experience Design and Engineering/ Contact Centre/ Training/ Workshops
We make you money or save you money or both
because we use science
For more information  chat with us

Post-Covid - Operations Management Workshops

The pandemic has dramatically changed how we live and work. This has created challenges and some benefits with new working practices. Organisations need to understand what their new operational model should look like. 


The changes you must make to operate as restrictions ease and your staff move into a new way of operating fit for the next 18 months impact the bottom line.

We can help you through the process of recognising what you have lost and what you have gained.

This is a conversation that needs to be had in every organisation at every level and we have developed a series of templates and tips for you to use to guide you.

Are you willing to ask for help? We offer a range of workshops models. If so just simply use the contact form at the bottom of the page

Morris Pentel

Consultant Designer and Founder/Emeritus Chair of the Customer Experience Foundation

One of the great pioneers of customer and employee experience in the contact centre industry for decades. From before the earliest days of cloud-based contact centres, through omnichannel and digital to the latest innovations in conversation and emotions auditing metrics/operational analysis he has worked for the world’s largest organisations changing millions of experiences for customers and employees.


Now working on the future of hybrid experience with the single question that has guided him through nearly 40 years in Contact Centre operation, auditing, design, and strategy – What can we start to improve today?


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