A conversation is so much more than words: a conversation is eyes, smiles, and the silence between words ~ Annika Thor


Researchers have long debated exactly when humans started talking to each other. Spoken words leave no archaeological trace and estimates vary from the moment we emerged – some 2 million years ago – to as late as 50,000 years ago.

What is known for sure, is that conversations are a critical part of our everyday lives. For our learning, development, work, play, relationships, health and well-being. For our very humanity.

Conversations are also much more than words; ‘Don’t look at me in that tone of voice!’ can be as easily said in a heated exchange, as ‘I heard him smile’ can be, in a more pleasurable one. Conversations can be simple and they can be complex. They can empower you, or they can knock you for six. And having good conversations has never been trickier than it is right now – in this digital age.

Which is where we come in.

We’re an independent agency, existing to help the world have great conversations. Our work is focused on one of the hardest places there is to have great conversations: customer service. But we apply our expertise to other conversational situations and scenarios too.

Since 1994, we’ve been using a mix of consumer insights, tone of voice understanding, service know-how and behavioural science principles, to empower people – to help humans converse successfully with technology and each other.

We know it works.

We measure results and have helped leading brands push up customer satisfaction scores, get more sales and wisely cut down on frustrating, service contact.

We’re problem solvers, collaborators and communicators. We can empower your customers and your customer-facing people. Be that through creating great experiences, designs, words, tone, training, content… or a mix of all of the above.