Morris Pentel, Employee, Patient and Customer Experience Design & Engineering, AI Sentient Machines
Welcome to the latest episode of The Impact Room, where today Perry Fletcher is joined by Morris Pentel, one of the original voices in customer experience.
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Morris reflects on the evolution of CX. He highlights that while CX has paved the way for innovations like behavioural analytics, the focus should now be on "experience science" – a broader approach spanning employee, patient, and customer experiences, as Morris puts it, CX has evolved into "X." Or as that phrase is taken some might call it TX.
Morris shares insights on the practical use of analytics, revealing that analytics is about more than metrics—it’s about listening closely to customers and understanding emotional cues. He says, "A hesitation or moment of confusion costs 50% more when it happens in a conversation. Focusing on these moments improves the customer journey—and often, we overlook the importance of this hands-on approach."
Digging into advancements in AI, he talks about the potential of new technologies that detect mood shifts in real time, even in languages you and your agents don't speak.
This is a really interesting episode from a pioneer to the sector we serve and who has some great quick wins as well as insightful understandings from serving many of the worlds leading organisations.
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Hear from Chief Customer Officers, CEOs, COOs, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for personal and career development. Intro Music: “Podcast Background Music While Talking – No Copyright” by @PodcastBackgroundMusic. Licensed under Creative Commons Attribution 3.0 (CC BY 3.0)