December 6, 2023
Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqat joins me today to talk […]
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- Horatio CX
- hospitality
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- how
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- How to Make a Million Before Lunch
- How To Wow
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- Howies
- hr
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- hug
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- human
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- hybrid working
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- Ian Ashby
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- Idea
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- Idrese
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- ignoring
- Ikea
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- Ilkley Brewery
- Imagine What Would Happen
- immersive VR
- impact international
- Importance Of Customer Service
- Improve
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- Improve Service
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- improve your customer service
- improve your marketing
- Improvements
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- Improving Performance
- In Search Of Excellence
- In The Chat
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- inbound marketing
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- incentive programmes
- inclusion
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- Increase Collaboration
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- indesign
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- information graphics
- initiative
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- Innovation Management
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- insight
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- Instant Messaging
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- institute of customer service
- insurance
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- integrated customer management
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- intelligent automation
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- Internet
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- interview
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- interview with chris brogan
- Interview With David
- interviewing
- interviews with ceos
- intuitive design
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- invitation
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- Iterable
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- Jack Lewis
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- Jean-marc Robillard
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- jeanne bliss
- Jebbit
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- jo
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- job descriptions
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- jon
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- Journey
- journey analytics
- Journey Map
- journey orchestration
- Journey To Excellence
- Joyce Kim
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- julian richer
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- justin cooke
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- Kalle Ek
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- Karen Jaw-madson
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- karl
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- Keith Leimbach
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- key
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- keynes
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- king
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- Kinship
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- kitchen table
- Kitewheel
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- Klout
- Know Your Company
- Knowbl
- knowled
- knowledge
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- Knowledge Base Management Software
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- Knowledge Management
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- kobie
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- korn
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- Koru UX Design
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- labor
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- lagging indicator
- language
- Language Interpretation Services
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- Lara Khouri
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- Lego Serious Play
- leisure
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- Leon Gauhman
- Less Conversation
- lesson
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- Lev Lesokhin
- Level Of Customer Satisfaction
- Levi’s
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- liberal
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- liberal democrats leadership election
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- Mads Fosselius
- Magic Circle
- magnet
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- Magnus Geverts
- Make work more fun
- Makes Mistakes
- making
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- Manage Change
- manage your team
- Managed By Morons
- management
- Management Approach
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- management training
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- Mandisa Makubalo
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- manifesto
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- margin
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- market
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- Marketing
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- marketing uk
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- Marsha Wright
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- mass media
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- Matt Barnett
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- Matthias Maschke
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- maturity
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- maverick
- Mbwa
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- Mckinsey & Company
- McorpCX
- measuring
- measuring customer satisfaction
- Medallia
- media
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- meeting
- Megan Stillerman
- megatrends
- Melvin Brand Flu
- mental health
- Mental Model
- Mention Me
- Mercedes Benz Usa
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- Meredith Wood
- messaging
- Messy Middle
- Metapack Group
- metaverse
- MIcah Peterson
- Micah Solomon
- Michael G Bartlett
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- michael heppell
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- micro journey
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- middle management
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- Mike Cannon-brookes
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- mikkel svane
- Mila
- Millennial
- Millennial Customer
- Millennials
- milton
- Mindful Presenter
- mindset
- Mindtickle
- minter dial
- Missed Delivery
- mission in a bottle
- Mistakes
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- Mit
- Mitch Joel
- mitch kowalski
- Mitto
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- mixed messages
- ML
- mobile application
- mobile apps
- mobile devices
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- mobile operator
- mobile phone
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- Mobile Proximity Marketing
- Mobile Support
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- Modern Office
- Modern Office Design
- Molly Flatt
- moment of truth
- Monica Higgins
- Monika Jo
- monitoring
- morale
- More Action
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- mori
- Morris Pentel
- Motion
- motivate
- motivate your employees
- Motivating Employees
- Motivation
- mouth
- mouths
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- Mozilla
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- multi-lingual customer service
- Mursion
- Music Gear
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- my customer service
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- mystery shopping
- myths
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- nCino
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- necessities
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- Negative
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- Neil Martin
- nervous
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- Netflix
- network
- network performance
- Networking
- networking events
- Neuroformed
- neuroscience
- Neville Hobson
- Nevilson Christian
- new business
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- New York Stock Exchange
- New York University
- newsjacking
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- nintendo
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- NLP
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- no code
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- No-Code Playbook
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- Non Obvious
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- nps
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- Nudge Theory
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- O2
- Objectives and Key Results
- Occupop.
- Office Noise
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- Ogilvy
- Ogilvy & Mather Uk
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- old brain
- Olof Schybergson
- Omni Channel Experience
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- on-site search
- Onboarding
- One Agenda
- one to one marketing
- One Workforce
- Onesixtyfourth
- online businesses
- Online Chat
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- Online Marketers
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- online questionnaires
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- opaque
- Open Innovation
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- opinion
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- opportunities
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- Optimizely
- organisation
- Organisation Change
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- organisational surveillance
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- Organizational Model
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- Organizational Theory
- Oscar Munoz
- our customers
- outcome-based business models
- outreach
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- Overall Experience
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- Oxfam
- oxford dictionary
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- pandemic
- paradox of choice
- partnerships
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- party
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- passenger experience
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- patient experience
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- Pauline Wilson
- Pay Increase
- Pay It Forward
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- paying attention
- Peer-to-peer Lending
- Pega
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- people analytics
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- peppers & rogers group
- perceive
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- Performance
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- philosophy
- phone
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- podcast
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- Point Scale
- political brands
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- poor customer service
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- Popular Channels
- Positive Customer Experience
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- possible solutions
- Post Office
- post-pandemic
- potential customers
- Powerhouse
- PPR
- pr
- PR agencies
- Practical Guide
- practice guide
- practice of law
- pragmatism
- Prashanth Krishnaswami
- Prediction
- predictions
- Predictive Analytics
- Predictive Decisioning Technologies
- Predictive Modelling
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- Preferred Channel
- Premier League
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- pret
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- pricing
- primacy effect
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- Priyomes
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- profanity
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- Programmatic Marketing
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- pruning
- psd2
- Psfk
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- psychology
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- Purpose
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- putting customers first
- Puzzel
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- PVK
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- Quality
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- question
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- queuing
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- Quiq
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- Rabbie Burns
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- racism
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- Radical Innovation
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- RAIN
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- Rao
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- Ray Biggs
- reach
- Ready
- real customer
- Real Time Feedback
- rear view mirrors
- rearview mirror
- rearview mirrors
- Rebecca Martin
- reboot
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- recent articles
- recent interview
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- Recession proof
- Reckitt
- recognition
- recommendations
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- Recruitment
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- Reduce Turnover
- referral
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- referrer
- refers
- reflections
- Reinvention
- relation
- relations
- relationship
- relationship marketing
- relationships
- relationships with customers
- Relative Attractiveness
- relay race
- relevance
- Remote employees
- Remote work
- renew
- repeat business
- report
- report writing
- reports
- reputation
- reputation management
- Requesting Feedback
- research
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- research report
- Resolution revolution
- Resolving Customer Complaints
- resource
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- response rates
- responsetek
- Responsibility
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- Rest
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- retail
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- retail business
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- retain customers
- retained
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- retention
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- Revenue Growth
- Reverb.com
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- revolution
- Reward
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- riad dar mimouna
- ricardo semler
- Rich Communication Services
- Richard Bassett
- richard branson
- richard hammond
- richard shotton
- richer sounds
- Richie Manu
- Rie Nørregaard
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- riverview
- riverview law
- roaming
- Rob Brown
- Rob Goffee
- Rob Howard
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- rob pinkerton
- Rob Siefker
- Rob Tarkoff
- Rob Walker
- Robbie Burns
- Robert Bell
- Robert Burns
- Robert C. Johnson
- Robert Kelsey
- Robert Sutton
- Robin Collyer
- Robin Singh
- Robotics Technology
- robust network
- rock climbing
- rockstar cx
- rocky howard
- Roger Beadle
- Roger Dooley
- Rohit Bhargava
- roi
- Ron Davis
- Ron Kaufman
- Ronny Gottschlich
- root cause
- Rooter Hero Plumbing & Air
- Rory Sutherland
- Rosie Jones
- Ross Daniels
- Rotterdam
- Rotterdam School Of Management
- Roxie Strohmenger
- RPA
- rubbish
- Rude Customers
- rule
- rules
- Running
- Ryan Cheyne
- Ryan Hollenbeck
- Ryan Mccarty
- Ryan McDonald
- Ryanair
- saas
- Saatchi & Saatchi
- Sabio
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- sacred cows
- Sales
- Sales And Marketing Software
- Sales Performance Management
- sales process
- Salesflare
- salesforce
- salesforce.com
- Sam Boonin
- Sam Johnson
- Sam Richardson
- Sample Size
- sampling
- san antonio
- Sandra De Zoysa
- Sandra Thompson
- Sandy Rogers
- Sanish Mondkar
- Sanjay Brahmawar
- SAP
- Sap Fieldglass
- Sarah Metcalfe
- Sarah Robbins
- Sarah Wood
- save a million hours
- SCA
- scale
- scaling up excellence
- schemes
- Schindler Elevator Corporation
- science
- Science And Technology
- Scott Addington
- scott gould
- Scott Moorehead
- Scott Pulsipher
- Scourie
- Scourie Hotel
- Sdl
- Seamless Experience
- search
- search engine optimization
- Sebastian Henkes
- See You Tomorrow
- seedrs
- SeekThem
- self organising teams
- self scheduling
- self service
- selfridges
- Selling
- Semafone
- Sendoso
- Seneca
- Seneca The Younger
- senior executive
- Senior Leadership Team
- Serena Riley
- service
- Service as unusual
- service channel
- service contracts
- Service Culture
- service customer
- Service Design
- Service Design Firm
- Service Design Network
- Service Excellence
- Service Experience
- Service Guarantee
- service guy
- Service Hub
- service improvement
- service industries
- service industry
- service initiative
- service innovation
- Service Leader
- Service Model
- Service Opportunities
- service options
- service profit chain
- Service Quality
- service standards
- Service Story
- Service Strategy
- Service Support
- Service Training
- SERVICEBRAND
- Serviced Apartments
- ServiceNow
- Services Community
- Services Education
- services firm
- Services Marketing
- Services Organisation
- Services Organizations
- Services Provider
- Serving Customers
- Serving People
- seth
- seth godin
- Seth Goldman
- Sexual Wellbeing
- shackled by the skills gap
- Shafqat Islam
- Shandel McAuliffe
- share love
- Share Your Ideas
- Share Your Story
- shawshank
- shawshank redemption
- Sheldon Yellen
- Shelia Anderson
- Shep Hyken
- Shirute
- shop online
- Shopping Experience
- short term
- showrooming
- Sid Banerjee
- Siegel+Gale
- Siemens
- siemens enterprise communications
- Signifyd
- signposts
- silence
- silenced
- silent
- silos
- Simon Moore
- Simon Thorpe
- Simple Ideas
- simple rules
- simple steps
- Simple Survey
- simples
- SimpleTiger
- simplicity
- simplicity index
- simplification
- Simplr
- Simply Brilliant
- Simply Business
- Single Customer View
- sir terry leahy
- siri
- Sirte Pihlaja
- Sitel
- Sitespect
- six keys
- six thinking hats
- skepticism
- skill
- Skill Acquisition
- Skills
- Skills based model
- skills gap
- Skillshare
- Skyler Place
- Skype
- small batch coffee
- Small business
- Small Business Blog
- small business growth
- small business marketing
- Small Business Marketing Books
- Small Business Marketing Strategies
- Small Business Marketing Tips
- Small Changes
- smaller companies
- smart
- Smart Insight
- Smart Insights
- smartphone
- smartphones
- smashing magazine
- sme
- SMEs
- smm11
- Sms
- snake oil
- social
- social beings
- social business
- social commerce
- Social Community
- Social Competencies
- social crm
- social customer service
- social economy
- Social Employee
- social enterprise
- Social Enterprises
- Social Influence
- social information processing
- social issues
- Social Leadership
- Social Listening
- Social Media
- social media agency
- social media company
- Social Media Listening
- social media marketing
- social media strategies
- social media strategy
- Social Media Tools
- social network
- social networking
- social objects
- social psychology
- Social Selling
- social service
- Social Software
- social tools
- Social Transformation
- sociology
- software
- software advice
- Software AG
- Software Buying
- Software Market
- Software Reviews
- Software-as-a-service
- Sol
- solicitors
- Solid Rock Consulting
- solution
- solutions
- Solve
- Some Tips
- sonic branding
- sons of maxwell
- sort your brain out
- soundtracks
- sources innovation
- sources of inspiration
- South Africa
- Southern Water
- Southwest Airlines
- Southwest Airlines Business Model
- speech analytics
- speed
- speedcommunications
- Spich
- Spitch
- Splice Software
- sponsor videos
- sport
- sports
- Spotify
- spotlight
- Springbot
- Sprout Social
- Squaretrade
- Sreeram Sreenivasan
- Sri Safitri
- Stacy Sherman
- staff
- staff retention
- staffing
- staffing service
- stakeholder experience
- Stan Phelps
- stand out
- standing out
- Starbucks
- start
- starting at the beginning
- starts
- startupland
- statistical survey
- Stay Ahead
- Stay Relevant
- Staycity
- Stefan Thomke
- stefan topfer
- Stefanie Amini
- Stefano Puntoni
- step by step guide
- Stephan Aarstol
- Stephanie Nerlich
- stephen waddington
- Steve Abernethy
- Steve Curtin
- steve denning
- Steve Lucas
- Steve Morrell
- Steve Sims
- Steven Van Belleghem
- Stew Bloom
- Stickiness
- sticky marketing
- Stijn Eulaerts
- stock market
- Stop Being Creepy
- Store Reviews
- stores
- Story
- Story Driven
- Storytelling
- strategic
- Strategic Alliance
- strategic management
- Strategic Planning
- strategies
- strategy
- strategy business
- Stratifyd
- strength
- Stride
- Striving Hard
- strong
- Strong Customer Authentication
- stronger
- Stronger Through Adversity
- structured data
- study
- subject matter experts
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- subscription business model
- success
- Success Hacker
- Success Plan
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- successful entrepreneurs
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- SugarCRM
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- supervisor
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- supply chain management
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- SupportLogic
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- survey
- Survey Customers
- Survey Fatigue
- Survey Methodology
- survey monkey
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- Surveyme
- surveys
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- susanne jacobs
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- sustainability
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- sustainable growth
- Swati Kungwani
- Swedish
- sweet selection
- swimming against the tide
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- switching costs
- Sydney Brouwer
- syed hasan
- SYPartners
- System
- Systems Design
- Systems Thinking
- Tagpoints
- tail wagging
- tails
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- Talent Analytics
- Talent Management
- talk
- talker
- talking to customer
- Tango
- Tara DeZao
- Tara Kelly
- target market
- targets
- Tasha Reasor
- tazikis
- TCC
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- team
- team building exercises
- Team development
- team focus
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- team sky
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- Teamsupport
- Tech Boss Lady
- Tech Mahindra
- Tech predictions
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- technology adoption
- technology for business
- technoolgy
- Ted Coine
- Telenet
- telephone tree
- telephony
- Telkom Indonesia
- Telstra
- Telus International
- temkin
- Tenacity
- term
- tesco
- tescos
- testimonials
- Text Messaging
- Text Msg
- Text Reminders
- thank you
- The Age Of Agile
- The Agile Brand
- the best
- the big
- The Bot Platform
- The Bridge
- the choice factory
- The Co-operative Bank
- The Commonwealth of Self Interest
- The Convenience Revolution
- The Culture Engine
- the customer
- the customer experience
- The Customer Experience Professionals Association
- The Dark Side of CX
- The Digital Experience Company
- The Digital Transformation Roadmap
- The Excellence Dividend
- The Falcon Lab
- The Final Rant
- The Financial Times
- the firm
- The First Word
- The Fortune Cookie Principle
- The Foundation
- the greatest
- The Grid
- The Icarus Deception
- the impact equation
- the institute
- the internet
- The JOLT Effect
- the link
- The Little Book of Laughter
- The Modular Analytics Company
- the most
- The New Chameleons
- the new york times
- the next
- The Personal Mba
- The Purposeful Culture Group
- The Ready
- the richer way
- The Sam M. Walton College of Business
- The Shape Of Engagement
- the shawshank redemption
- The State Of Workplace Happiness Report
- The Storytellers
- the team
- the time
- The Values Economy
- The Vanguard Method
- The Walton Centre
- the who
- their customers
- themes
- Think Customers
- Thinkers50
- Thinking
- third party data
- This Is Marketing
- Thom Gruhler
- Thought Leadership
- ticketing
- tidy up
- Tiffani Bova
- Tim Critchley
- Tim Deeson
- tim drake
- Tim Pickard
- time
- Time Management
- time money
- Timetrade
- timing
- Timpson
- Tinypulse
- Tip
- tips
- Tk Maxx
- TMAC
- To A Louse
- Toa Technologies
- Todd Eby
- todd olson
- Tom Fishburne
- Tom Gibby
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- Tom Libretto
- Tom Martin
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- Tom Walsh
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- toms
- toms shoes
- Tony Adams
- Tony Bates
- Tony Fadell
- Tony Hsieh
- Top Tasks
- Total User Experience
- Touchpoint
- Tove Kjellén
- Tower Magazine
- Tower Paddle Boards
- township
- Toxicity
- Traditional Marketing
- Traditional Marketing Methods
- traditional values
- Training
- training company
- Transavia
- transformation
- Transformation Project
- transformational leadership
- translation
- transparencies
- transparency
- transparent
- transport
- travel
- treat
- treats
- trends
- trendwatching
- tripadvisor
- true customer
- TrueCaaS
- trust
- trusted
- Trustpilot
- TrustRadius
- trusts
- Tue Martin Berg
- Tue Søttrup
- Turnover
- Turnover Rate
- tv adverts
- tweet
- twelve
- Twilio
- Twist Image
- types of customers
- Ubiq Bi
- UCaaS
- Ujet
- uk
- Uk Brands
- uk business
- UK CE Awards
- Uk Market
- uk retail
- Unbabel
- unconditional service guarantees
- Unconscious Bias
- uncrowd
- understand
- Unemployment
- Unhappy Customer
- unified desktop
- united airlines
- united breaks guitars
- united business machines
- united kingdom
- University of Arkansas
- University of Southern California Marshall School of Business
- University of Sussex
- Unorthodox Ventures
- Unruly Media
- unstructured data
- unum
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- Uplifting Service
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- upset customer
- Upshot.ai
- Upside Management
- us
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- usability
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- utility theory
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- vanguard method
- vanity metrics
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- Vht
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- video
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- virtual queue
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- Vision
- visioning
- Vivek Jetley
- VoA
- VoC
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- Voice Of The Customer
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- Volatility
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- VR
- VRx
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- wadds
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- wait customers
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- Waitrose
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- Website Live Chat
- WelcoMe
- well being
- wellbeing
- wellness
- wendy lea
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- WFO
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- What Customers Hate
- Wheelhouse.com
- When Everyone Leads
- when to ask for
- Whisky
- Whisky Distillery
- Whisky Production
- white papers
- whitepaper
- who is
- Why Customers Leave
- why do
- Why Should Anyone Work Here?
- WiCX
- will beckett
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- Willem Romanus
- wins business
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- Wise Words
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- Women In CX
- word
- word of mouth
- word of mouth marketing
- Wordpress
- words
- work
- work life balance
- Workforce
- Workforce Engagement
- workforce management
- workforce optimisation
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- worth
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- writing
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- X Index
- xceptional
- Xenia Carr-griffiths
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- Xponent
- Yammer
- Yaron Morgenstern
- Yext
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- Yorkshire
- You Can Be as Young as You Think
- you lead
- You Mon Tsang
- young brain
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- your best customers
- your business
- your business model
- your customer experience
- your customer service
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- Your Service
- your social media
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- youth
- Youth unemployment
- youtube
- Yuval Brisker
- Zalando
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- zero party data
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- ZipRecruiter
- Zoho
- Zokri
- Zombie
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- zone
- Zoom
- Zoom ceiling
- Zopa
- Zopa.com
- [24]7
November 3, 2023
November 3, 2023
This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. Data shows that 35% of businesses have adopted using AI […]
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October 20, 2023
October 20, 2023
Today’s interview is with David Rogers, who is the world’s leading expert on digital transformation, a member of the faculty at Columbia Business School, and the […]
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October 12, 2023
October 12, 2023
Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […]
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