Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great customer experience for their customers.
This interview follows on from my recent interview – Messaging, chat bots and improving the customer experience – Interview with Donna Peeples – and is number 199 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to their customers.
Here’s the highlights of my interview with Morris:
About Morris (taken and adapted from his cxfo.org bio)
Morris Pentel is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. The foundation was established in 2008.
He is a futurologist and designer of customer experience & customer contact strategy for large organisations and Governments around the world as well as being a globally recognised professional public speaker and writer on the future of customer contact technology & strategies.
A leader in Customer Experience Design & Engineering that delivers reduced cost and increased profits together with improved process and experience to large organisations and governments around the world.
He has spent his professional life understanding the link between technology, customers & organisations, building call centres and working along side most of the major technology companies like Aspect, Datapoint, Avaya, Nortel & Lucent and with major consulting firms like Deloitte & Accenture with a focus on financial services during the last 10 years. These have included engagements with AMEX, AXA, Barclays, Capital One, Lloyds and others.
Prior to this, he held senior roles at C&W and KCOM and managed the delivery of thousands of contact centre seats.
He has 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.