Auditing Channels Metrics
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
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?
You can contact us
Please note; We only respond to real questions from people with real names we can verify from recognised email addresses. We don't ask you to prove it with automated tools we will check