A leader and pioneer in the Measurement Customer Emotion Customer Experience Design & Engineering tools.
Globally recognised experience designer futurologist, speaker and writer on the future of contact new technology & strategies, designer of customer experience & customer contact strategy involved in building contact centres and delivering business transformation for 30 years.
My system for measuring customer emotions is at the CXFO approach. I have always been involved in the development and practical application of Business Science to real organisational issues and held Chairs in Business Science at UoC and InCosI. Currently I do 20 guest lectures for institutions around the world a year.
CXFO is about the relationship with the customer & the trends of future that affect us now.
Specialties: Customer Emotion, Customer Experience Customer Contact Engineering Customer Value, Customer Customer Effort, Applied Technology Contact Strategy, CRM, Customer Service, Social Media, Voice of the Customer and Business Process Reengineering Best Practice Programmes
