This gives a brief overview of what E-Score is all about. It talks about our 4 key focuses

1. E-Score Managing
Customer Emotions
Emotional
Efficiency
Overview

2. Customer Experience Foundation Overview
Centre of Excellence for the design of Customer Experience
with a network of more than 3000 of the best Customer
Experience Practitioners, Experts and Scientists in the world
who have developed best practice
Managing Customer Emotions
Conversation Analysis
Customer Experience Finance
Customer Journey Mapping
Omni Channel Design
Voice of the Customer
Customer Personas
Use of verbatim
Customer Experience Audit
Customer Experience Designs

3. Understanding Conversation
Conversation is designed to be understood – that is its purpose
Conversation is the single richest source of actionable customer insight available to every
organisation that can change outcomes. It is also the most underused.
By learning new habits, having an emotional framework, and analysing conversation you can
create a transformation programme that is cheap, easy to role out and gives a bigger bang per
buck than any other methodology and you can see the results through your normal Metrics.
It doesn’t matter if it’s a phone call an instore conversation or a digital chat unlocking the
patterns of conversation will be the next step change in Customer Experience

4. 1 Talking about emotion
2 Analysing Conversations3 Developing HBT
(Habit Based Transformation)
4 Continuous improvement
E-score Cycle

5. IF
Unhappy Customers =
Unhappy Staff = Unhappy Shareholders
OR
Unhappy Staff =
Unhappy Customers = Unhappy Shareholders
….are both true
Therefore
Happy Customers + Happy Staff = Happy Shareholders
It’s not rocket Science but it is science

6. IF
Aerodynamic efficiency = Less fuel and better performance
OR
Process efficiency = lower operating costs improved financial performance
….are both true
Therefore
Emotional efficiency must behave in the same way
So….

7. Step 1 - Talking about emotions
• Using “common language” to create a clear understanding
of emotions. Emotions can be divided into 4 key
elements that are crucial to our understanding of their
relationship to experience
• Thought
• Feeling
• Priority
• Context
• By focusing on these 4 elements we can easily build a
common understanding of emotions as they impact
our behaviour as customers or colleagues
• The e-score model is platform agnostic and can be
used across all channels

8. Step 2 – Analysing Conversations
• Conversation is the cheapest, richest source
of actionable insight available to any
organisation. CA (Conversation Analysis) has
been a developing science since the 1970’s
which is now fuelled by years of research
and the accessibility of AI to behavioural
researchers
• There are several different levels of CA that
provide actionable insight
• Basic - looking at patterns such as repeated phases long
pauses and other obvious signs that the conversation is
moving off the path.
• Intermediate – Trained and or outsourced professionals
and systems
• Advanced – Highly trained Analysts with more than 7
years training
• Basic and intermediate levels of analysis can be
trained into existing systems and are platform
agnostic.

9. Step 3 – Developing HBT (Habit Based Transformation)
• Habits are the most powerful form of change in
Behavioural Science. It is at the heart of medical treatment
from recovery from injuries to dealing with mental health
issues.
• The same is true of business transformation. Although
strategy must be delivered through the “top down”
approach change must come from the “Bottom Up”
delivery. This bottom up delivery is done through creating
new habits at every level of an organisation.
• The worlds most successful organisations are habit based

10. Contact Centre (Basic Model)
Agent Team Leader Ops Manager
Learning &
Development
Quality Assurance IT
Finance
Clients
Each part of the organisation has different HBT needs

11. Meeting Habits
You are learning how to
build a Notepad
Using conversation analysis
to turn conversations into
maths, insight and data
accurately in an excel
spreadsheet.
Then to use that to
develop a reporting stack
connect it to your
customer journey and
other elements of your
customer experience

12. Take notes
of what people say in
meetings verbatims, VoC
etc.

13. Talk about the feelings
Howe strong are the
feelings
….of what people say in
meetings verbatims, VoC
etc. using the e-score model

14. feelings overview
Any easy to understand
view of the feelings
involved

15. Talk about the priorities using the e-score model
with basic common
language terms
Not
Bottom
Low
Average
High
Top

16. Emotional Priorities
using the e-score model
How do they
align?

17. 4 – Continuous Improvement
• One of the key strengths of Conversation Analysis that you can continuously improve
your performance by comparing what works in Conversation and what does not.
• By creating a Habit Based Transformation model you are able to develop a view
shared by the whole organisation and a single understanding of improvement
without a blame culture as a fun daily nugget for staff that improves engagement
and empowerment
• By focusing each set of habits around different roles you are able to make change
with a low impact approach at the lowest cost

18. Best and WorstTraining tools
Best and Worstfocusis the coreofmost continuous
improvement methodologies
Weuseit to create trainingtools so a continuouslyimproving understanding
becomes part of the daily habits of each memberof staff
Wehelp improveoutcomes for both customers and agents by designing better
conversations. Thenwehelp youto integrateimprovements into agents daily
lives and measure the improvements.
Designed around gamification to create positive experiences Conversational or experience micro projects.
Always self - calibrated by your best and worst practice and your profile therefore
always actionable

19. Emotional Fulfilment Arc
EmotionalFulfilment
Functional fulfilment High
Low
High
Pre-call
Activity
Introduction
Ending
Functionally ledfulfilment supported byemotional fulfilment
Emotionally ledfulfilment supported byfunctional fulfilment
Plotting the best and worst
Plotted Best
Practice
Vector

20. E-score
Emotion and conversation analysis creating Habit Centered Momentum and
Continuous Improvement
Conversations and habits are 2 of the lowest cost ways to improve an organisation with the
biggest bang per buck.
E-Score is system agnostic and can be used in any organisation to create significant cost
reductions and dramatically improved ROIs
For more info contact info@cxfo.org