September 18, 2025
Today’s episode of the Punk CX podcast is with Matt Powell, Creative Director at Great State, a digital product and service design agency. Matt joins me […]
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- Howies
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- hug
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- human
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- Ikea
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- immersive VR
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- Importance Of Customer Service
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- indesign
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- Industrial And Organizational Psychology
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- information graphics
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- insurance
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- Internet
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- interview
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- interview with chris brogan
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- interviewing
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- intuitive design
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- Isabelle Zdatny
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- Ivan Ostojić
- ivr
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- Jack Lewis
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- james dodkins
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- jo
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- job descriptions
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- Journey
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- Joyce Kim
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- Keep Call Centers in America Act of 2025
- Keep Customers
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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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- kitchen table
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- Klout
- Know Your Company
- Knowbl
- knowled
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- knowledge graph
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- kobie
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- Koru UX Design
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- Kris Mckenzie
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- labor
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- labour
- labour relations
- lack
- lagging indicator
- Lalitha Stables
- language
- Language Interpretation Services
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- language translation
- Lara Khouri
- Large language models
- Larry Skowronek
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- laurence buchanan
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- law
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- law of the instrument
- law society gazette
- laws
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- Leader
- leader experience
- Leaders
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- Lean
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- learn
- Learning
- Learning And Skills
- Learning Environments
- learning more
- Least viable tech stack
- Lee Cockerell
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- legacy transformation
- legal
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- Lego Serious Play
- leisure
- Leisure Bikes
- Leon Gauhman
- Leslie Zane
- Less Conversation
- lesson
- lessons
- Lev Lesokhin
- Level Of Customer Satisfaction
- Levi’s
- Lewis
- Lexie Lu
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- liberal
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- Liberty Global
- Lidl
- life
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- Likitha Andugula
- Limitless
- links
- Linn
- Lip Service
- listen
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- Lithium Technologies
- Little Annoyances
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- Little Things Matter
- Live Chat
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- Liz Graham
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- LLM
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- Lokesh Dadhich
- london
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- long term growth
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- longevity
- Lord Mark Price
- Los Angeles
- Losing Customers
- love
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- low code
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- loyal
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- loyalli
- loyalty
- loyalty business model
- loyalty card
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- loyalty program
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- LTSE
- Luc Dammann
- Lucius Annaeus Seneca
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- lumbergh
- Lumoa
- lund
- Lush
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- Luxury Services
- Lydia Yang
- Lydiascapes
- Lyft
- M4 Comms
- machine learning
- Mads Fosselius
- Magic Circle
- magnet
- magnets
- Magnus Geverts
- Make work more fun
- Makes Mistakes
- making
- Making Assumptions
- Malte Kosub
- Manage Change
- manage your team
- Managed By Morons
- management
- Management Approach
- Management Styles
- management training
- managing change
- Managing Culture
- Managing Customer Experience
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- Managing The Customer Experience
- Mandisa Makubalo
- Maneesha Bhusal
- manifesto
- manifestos
- Manuel Grenacher
- Marc Bernstein
- Marc Zionts
- Marcel Barrera
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- margin
- marginal gains
- Mark Abraham
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- Mark Bower
- mark cavendish
- Mark Curtis
- mark earls
- Mark Earls (herdmeister)
- Mark Goldring
- mark graham brown
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- market
- market monitor
- market research
- Marketing
- Marketing Asset
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- marketing budget
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- Marketing Data
- Marketing Interview
- Marketing Lessons
- Marketing Performance
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- marketing strategy
- Marketing Summit
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- Marketing Tips
- marketing uk
- marketoonist
- marketplace
- Marsha Wright
- marshall
- Marshall School of Business
- Martha Brooke
- martha rogers
- Martijn Gribnau
- Martin Gill
- Martin Hill-wilson
- Martin Lucas
- Martin Schneider
- Martin Teasdale
- Mary Gober
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- mass media
- Mastercard
- Matchtech
- Matchtech Group
- mathematics
- maths
- Matt Barnett
- Matt Brown
- Matt Dixon
- Matt Gorniak
- Matt Healy
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- Matt Nolan
- Matt Phillips
- Matt Powell
- Matt Roberts
- Matt Tenney
- Matt Watkinson
- Matt Wilson
- Matthew Nolan
- Matthias Göhler
- Matthias Maschke
- Matthias Murin
- Mattijs ten Brink
- maturity
- Maurice De Castro
- maverick
- Mbwa
- mcinnes
- Mckinsey & Company
- McorpCX
- measuring
- measuring customer satisfaction
- Medallia
- media
- media customer
- meeting
- Megan Stillerman
- megatrends
- Melvin Brand Flu
- mental health
- Mental Model
- Mention Me
- Mercedes Benz Usa
- Mercedes-benz
- Meredith Wood
- messaging
- Messy Middle
- Metapack Group
- metaverse
- MIcah Peterson
- Micah Solomon
- Michael Binks
- Michael G Bartlett
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- michael heppell
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- Michael Solomon
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- michel roux jr
- Michelle Huff
- micro journey
- Micro Startups
- Microsoft
- middle management
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- Migrant Workers
- Mike Adams
- Mike Cannon-brookes
- Mike Murchison
- Mike Perk
- Mike Upton
- Mikhail Naumov
- mikkel svane
- Mila
- Millenials
- Millennial
- Millennial Customer
- Millennials
- milton
- Mindful Presenter
- mindset
- Mindtickle
- minter dial
- Miranda Collard
- Missed Delivery
- mission in a bottle
- Mistakes
- mistruths
- Mit
- Mitch Joel
- mitch kowalski
- Mitto
- Miva
- mixed messages
- ML
- mobile application
- mobile apps
- mobile devices
- mobile marketing
- mobile operator
- mobile phone
- mobile phones
- Mobile Proximity Marketing
- Mobile Support
- mobile technology
- mobile telecommunications
- mobiles
- Modern Office
- Modern Office Design
- Molly Flatt
- moment of truth
- Moments that matter
- MoneyGram
- Monica Higgins
- Monika Jo
- monitoring
- morale
- More Action
- More Agile
- more customers
- More Is More
- mori
- Morris Pentel
- Motion
- motivate
- motivate your employees
- Motivating Employees
- Motivation
- mouth
- mouths
- Movable Ink
- Moyez
- Mozilla
- Mpower
- mullen
- multi-lingual customer service
- Mursion
- Music Gear
- Musician
- my customer service
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- MyCustomer
- MyIT
- mystery shopping
- myths
- Mywave
- Nadia Ness
- Nadine Macklin
- Nadja Bellan-White
- Nakisa
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- Natasha Ratanshi-Stein
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- national customer service week
- Natural Science
- nCino
- Neatebox
- necessities
- necessity
- Needle
- Negative
- Negative Feedback
- Negative Impact
- Negative Review
- Neil Martin
- nervous
- Nest
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- Net Promoter Score
- Netflix
- Netigate
- network
- network performance
- Networking
- networking events
- Neuroformed
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- Neville Hobson
- Nevilson Christian
- new business
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- New York University
- newsjacking
- Newvoicemedia
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- Nicholas Webb
- nick
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- Nike
- Nikhil Pereira
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- Nimble Inc.
- nintendo
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- NLP
- NLU
- NMD+
- no code
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- No-Code Playbook
- Nogol Tardugno
- Non Obvious
- Non Obvious Megatrends
- Nooshin Alibhai
- Nordics
- Nordstrom
- norman broadbent
- North Korea
- north star
- Northeastern University
- Norwegian
- Not Listening
- nps
- Nps Score
- NTT
- Nudge
- Nudge Theory
- Nunwood
- O2
- Objectives and Key Results
- Occupop.
- Ofer Tirosh
- Office Noise
- office space
- offshoring
- Ogilvy
- Ogilvy & Mather Uk
- Oisin Lunny
- OKR
- old brain
- Olivier Jouve
- Olof Schybergson
- Omni Channel Experience
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- on premise
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- One Agenda
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- One Workforce
- Onesixtyfourth
- online businesses
- Online Chat
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- Online Customer
- online customer feedback
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- Online Marketers
- Online Marketing
- Online Marketplace
- online questionnaires
- Online Review
- Online Reviews
- online shopping
- online social networking
- opaque
- Open Innovation
- open network
- Open Plan
- Open Text Corporation
- Openmarket
- Opentext
- Operating Model
- operations research
- opinion
- opinions
- OpinionWay
- opportunities
- opportunity
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- Optician
- Optima Partners
- Optimizely
- organisation
- Organisation Change
- organisational
- Organisational Change
- Organisational Structure
- Organisational Structures
- organisational surveillance
- organizational behavior
- organizational culture
- Organizational Model
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- Organizational Theory
- Oscar Munoz
- OttoQA
- our customers
- outcome-based business models
- outreach
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- outside in
- Outsource Customer Service
- outsourced
- outsourced customer service support
- outsourcer
- outsourcing
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- Overall Experience
- Own Content
- ownership
- Oxfam
- oxford dictionary
- p&o cruises
- paddi
- paddi lund
- Paige O'Neill
- Pain Quotidien
- paint
- Pal's Sudden Service
- Pam Warren
- pandemic
- paradox of choice
- Parloa
- partnership
- partnerships
- PARTTEAM & OEMKIOSKS
- party
- Pascal Van Opzeeland
- passenger experience
- passion
- Pat Carrigan
- Pat Lynch
- Patagonia
- patient experience
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- patrick barwise
- Patrick Cornish
- Patrick Wall
- Paul Adams
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- Paul Mawson
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- Pauline Wilson
- Pay Increase
- Pay It Forward
- Paycor
- paying attention
- Peer-to-peer Lending
- Pega
- Pega Blueprint
- Pegasystems
- Pegaworld
- pendo
- People
- people analytics
- people development
- People Learning
- People Read
- people talking
- peoples trust
- peppers & rogers group
- perceive
- perception
- perception gap
- Performance
- Performance Improvement
- Performance Level
- Performance Management Systems
- Performance Review
- permission marketing
- Persado
- Persona
- personal
- Personal AI agents
- Personal Approach
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- personal engagement
- personal relationship
- Personal Relationships
- personal responsibility
- personal touch
- personal website
- personalisation
- personalisation at scale
- personality
- Personalization
- Personalize Experience
- Personalized Customer Interaction
- personalized marketing
- Pet Products
- Peter A. Hunter
- Peter Bell
- Peter Cross
- Peter Hunter
- Peter Kim
- Peter Kriss
- Peter Muhlmann
- Peter Shankman
- Peter van der Putten
- Pets At Home
- Phil Barden
- Phil Lewis
- Phil Regnault
- philosophy
- phone
- Phone Apps
- phone calls
- Phone Conversation
- Phone Service
- phrases
- Piece of Cake
- Piece of Cake Moving and Storage
- Pierce Buckley
- pillars
- Pim De Morree
- Pink Goldfish
- pipelinersales.com
- pitfalls
- Pitney Bowes
- places
- Planning
- Play
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- playbooks
- Player Experience
- Plum Voice.
- podcast
- Podcast Interview
- Podcasting
- Point Scale
- political brands
- politics
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- Poly AI
- PolyAI
- poor customer service
- poor service
- Popular Channels
- Positive Customer Experience
- Positive Customer Experiences
- possible solutions
- Post Office
- post-pandemic
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- Powerhouse
- PPR
- pr
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- Practical Guide
- practice guide
- practice of law
- pragmatism
- Prashaant Huria
- Prashanth Krishnaswami
- Prayag Narula
- predictable AI
- Prediction
- predictions
- Predictive Analytics
- Predictive Decisioning Technologies
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- Predictive Technologies
- Preferred Channel
- Premier League
- prepaid mobile phone
- pret
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- PRFAQ
- pricing
- primacy effect
- Principality
- Privacy
- Privacy Law
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- Priyomes
- proactive
- Proactive Customer Service
- Proactive Services
- proactive support
- Proactivity
- Problem Solving
- Process
- Process Fabric
- process management
- process mining
- ProdecureFlow
- product
- Product Innovation
- Product Innovation Management
- Product Management
- Product Marketing
- product/services
- Production Economics
- Productivity
- profanity
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- profit
- profitable
- Programmatic Marketing
- programme
- progressive business
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- Promises
- Propellernet
- Property
- Property investing
- Prophet
- ProProfs
- prospecting
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- prospects
- Provide Excellent Customer Service
- Provide Great Customer Service
- Providing Feedback
- pruning
- psd2
- Psfk
- psp rare
- psychology
- Public sector
- publishing
- pulse survey
- Punk
- punk cx
- Punk XL
- Pura Vida Bracelets
- Purpose
- Purpose Driven
- Purposeful design
- putting customers first
- Puzzel
- PV Kannan
- PVK
- PwC
- PX
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- QA
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- Qmatic
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- Quality
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- Quality Management
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- Qualtrics
- Qualtrics AI
- Qualtrics X4
- quarters
- Quastelmidgen
- Queen's Award For Enterprise Promotion
- question
- questions
- questions impact
- queue
- queue area
- queueing
- queueing theory
- queuing
- Queuing System
- Quiq
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- Rabbie Burns
- RAC
- Rachel Bridge
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- racism
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- Radical Innovation
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- RAG
- RAIN
- Rana el Kaliouby
- Rao
- rare
- RARE Business
- rare forum
- RARE Mainfesto
- rate increase
- rates drop
- Ray Biggs
- Ray Gerber
- RCS
- reach
- Ready
- real customer
- Real Time Feedback
- real time speech to speech translation
- rear view mirrors
- rearview mirror
- rearview mirrors
- Rebecca Martin
- Rebecca Miller
- reboot
- recency effect
- recent articles
- recent interview
- Recession
- Recession proof
- Reckitt
- recognition
- recommendations
- reconnection
- Recruiting Methods
- Recruitment
- Red Goldfish
- Reduce Turnover
- referral
- referrals
- referrer
- refers
- reflections
- regal.io
- 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
- research methods
- research report
- Resolution revolution
- Resolving Customer Complaints
- resource
- respect
- response rate
- response rates
- responsetek
- Responsibility
- responsive
- Rest
- Restoration Partners
- retail
- Retail Bank
- retail banks
- retail business
- retail job
- retail leaders
- Retail Store
- retail week
- retail world
- retailing
- retain
- retain customers
- retained
- retaining customers
- retention
- retention marketing
- Retrieval-Augmented Conversation
- Retrieval-Augmented Generation
- Rev Ops
- Revenue Growth
- Reverb.com
- Review Websites
- Reviews Online
- revolution
- Reward
- Rewards Programmes
- riad dar mimouna
- ricardo semler
- Rich Communication Services
- Richard Bassett
- richard branson
- richard hammond
- richard shotton
- richer sounds
- Richie Manu
- Rie Nørregaard
- rife
- Risk
- 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 Čalić
- 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
- Ron Secrist
- Ronny Gottschlich
- Rooms
- 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 Hamilton
- Ryan Hollenbeck
- Ryan Mccarty
- Ryan McDonald
- Ryanair
- saas
- Saatchi & Saatchi
- Sabio
- sabio group
- sacred cows
- safety
- Sales
- Sales And Marketing Software
- Sales Performance Management
- sales process
- Salesflare
- salesforce
- salesforce.com
- Sam Boonin
- Sam Johnson
- Sam Richardson
- Sam Wilson
- Sample Size
- sampling
- san antonio
- Sanas
- Sandra De Zoysa
- Sandra Thompson
- Sandy Rogers
- Sanish Mondkar
- Sanjay Brahmawar
- SAP
- SAP Emarsys
- Sap Fieldglass
- Sara Richter
- Sarah Metcalfe
- Sarah Robbins
- Sarah Wood
- Satish Barot
- 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
- Scott Russell
- Scourie
- Scourie Hotel
- Sdl
- Seamless Experience
- search
- search engine optimization
- Sebastian Henkes
- See You Tomorrow
- seedrs
- SeekThem
- segment compatibility
- segment relationship management
- self organising teams
- self scheduling
- self service
- selfridges
- Selling
- Semafone
- Sendoso
- Seneca
- Seneca The Younger
- senior executive
- Senior Leadership Team
- SEO
- Serena Riley
- service
- Service as unusual
- service channel
- service contracts
- Service Culture
- service customer
- Service Design
- Service Design Firm
- Service Design Network
- Service Dividend
- service engineers
- Service Excellence
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- Service Guarantee
- service guy
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- service industries
- service industry
- service initiative
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- Service Leader
- Service Matters
- Service Model
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- service options
- service profit chain
- Service Quality
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- Service Story
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- SERVICEBRAND
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- serviceMob
- serviceMob Inc
- ServiceNow
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- Serving Customers
- Serving People
- seth
- seth godin
- Seth Goldman
- Sexual Wellbeing
- shackled by the skills gap
- Shafqat Islam
- Shahar Chen
- Shandel McAuliffe
- Sharath Keshava Narayana
- 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 Morris
- Simon Thorpe
- Simple Ideas
- simple rules
- simple steps
- Simple Survey
- simples
- SimpleTiger
- simplicity
- simplicity index
- simplification
- Simplr
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- Simply Business
- Sinch
- Single Customer View
- sir terry leahy
- siri
- Sirte Pihlaja
- Sitel
- Sitespect
- six keys
- six thinking hats
- skepticism
- Skiilify
- 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
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- 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
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- sociology
- software
- software advice
- Software AG
- Software Buying
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- Sol
- solicitors
- Solid Rock Consulting
- solution
- solutions
- Solve
- Some Tips
- sonic branding
- sons of maxwell
- Sophie Cheng
- sort your brain out
- soundtracks
- sources innovation
- sources of inspiration
- South Africa
- Southern Water
- Southwest Airlines
- Southwest Airlines Business Model
- speech analytics
- speech to speech translation
- speed
- speedcommunications
- Spich
- Spitch
- Splice Software
- sponsor videos
- sport
- sports
- Spotify
- spotlight
- Springbot
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- Squaretrade
- Sreeram Sreenivasan
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- staff
- staff retention
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- Stan Phelps
- stand out
- standing out
- Starbucks
- start
- starting at the beginning
- starts
- startupland
- State of Customer Communications
- statistical survey
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- Staycity
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- Staysure Group
- Stefan Thomke
- stefan topfer
- Stefanie Amini
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- 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
- Subscription Business
- subscription business model
- success
- Success Hacker
- Success Plan
- successful
- successful entrepreneurs
- Sue Duris
- SugarCRM
- Sunday Times
- sundaysky
- Supercell
- SUPERENGAGED
- supervisor
- suppliers
- supply chain
- supply chain management
- Support Customer
- Support Desk
- Support Logic
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- Supportbench
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- SupportNinja
- Sureflap
- Surfboard
- survey
- Survey Customers
- Survey Fatigue
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- survey monkey
- Survey Responses
- survey results
- surveying
- Surveyme
- surveys
- Susan Ganeshan
- susanne jacobs
- Sussex Business School
- sustainability
- Sustainable Business
- sustainable growth
- Suvi Lindfors
- Swati Kungwani
- Swedish
- sweet selection
- swimming against the tide
- Swisscom
- switching costs
- Sydney Brouwer
- syed hasan
- SYPartners
- System
- Systems Design
- Systems Thinking
- Tability
- Tagpoints
- tail wagging
- tails
- Talent
- Talent Analytics
- Talent Management
- talk
- talker
- talking to customer
- Tango
- Tara DeZao
- Tara Kelly
- target market
- targets
- Tasha Reasor
- TaskUs
- tazikis
- TCC
- Tcc Verizon
- team
- team building exercises
- Team development
- team focus
- team gb
- team sky
- Teams
- Teamsupport
- Tech Boss Lady
- Tech Mahindra
- Tech predictions
- Technology
- technology adoption
- technology for business
- technoolgy
- TechSee
- Ted Coine
- Telenet
- Teleperformance
- telephone tree
- telephony
- Telkom Indonesia
- Telstra
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- 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 future of CX
- the greatest
- The Grid
- The Icarus Deception
- the impact equation
- the institute
- the internet
- The Intuitive Customer Podcast
- 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 Power of Instinct
- The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You
- 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
- TheyDo
- Think Customers
- Thinkers50
- Thinking
- third party data
- This Is Marketing
- Thom Gruhler
- Thomas Laird
- Thought Leadership
- Thunderhead
- 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 Eggemeier
- Tom Fishburne
- Tom Gibby
- Tom Goodmanson
- Tom Libretto
- Tom Martin
- Tom Peters
- Tom van der Lubbe
- Tom Walsh
- Tom Watts
- Tomedes.
- toms
- toms shoes
- Toni Keskinen
- Tony Adams
- Tony Bates
- Tony Fadell
- Tony Hsieh
- Top Tasks
- Total Experience
- Total User Experience
- Touchpoint
- Tove Kjellén
- Tower Magazine
- Tower Paddle Boards
- township
- Toxicity
- TP
- 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
- TSB
- Tue Martin Berg
- Tue Søttrup
- Turnover
- Turnover Rate
- tv adverts
- tweet
- twelve
- Twilio
- Twilio SIGNAL London
- Twist Image
- Ty Givens
- 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
- Unilever
- 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
- UPC Switzerland
- Uplifting Service
- upsell
- upset customer
- Upshot.ai
- Upside Management
- us
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- us data
- USA legislation
- usability
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- User Experience Design
- user generated content
- User Reviews
- usertesting
- UserZoom
- using social media
- Utility Bills
- utility theory
- ux
- Ux Design Principles
- Ux Design Process
- vala afshar
- value exchange
- values
- vanguard
- Vanguard Consulting
- vanguard method
- vanity metrics
- Vasco Pedro
- Vasili Triant
- Verint
- Verint Systems
- Verizon
- Vht
- Victoria Wejchert
- video
- Video Course
- video games
- Viisi
- Vinod Muthukrishnan
- viral
- viral product
- viral videos
- virgin atlantic
- Virgin Atlantic Airway
- Virgin Holidays
- Virtual Assistant
- virtual business lifestyle
- virtual queue
- Virtual reality
- Vision
- visioning
- VITEC
- Vivek Jetley
- Vivek Pandya
- Vivek Sharma
- VoA
- VoC
- vocal
- Voice AI
- voice analytics
- Voice Assistant
- voice of the agent
- Voice Of The Customer
- voicemail
- Volatility
- Voxpro
- Voyo Popovic
- VR
- VRx
- vulnerable customers
- W. Edwards Deming
- wadds
- wait
- wait customers
- waiting
- Waitrose
- Walker Sands Digital
- wall street journal
- Walt Disney
- Walter Flaat
- Warranty
- warren bennis
- Warwick Business School
- waste
- water
- Watermark Consulting
- Wayfair
- we make cool shit
- web 2.0
- web analytics
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- weber shandwick
- Webex
- WebexOne
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- Website
- Website Live Chat
- WelcoMe
- well being
- wellbeing
- wellness
- wendy lea
- Wendys
- Wes Towers
- wfm
- WFO
- Wharton
- 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
- will mcinnes
- Willem Romanus
- wins business
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- winweb online office
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- Wise Words
- Wix Answers
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- word
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- word of mouth marketing
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- words
- work
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- World Class Customer Service
- World Class Services
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- World Tourism
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- world wide web
- WorldValuesDay
- worst customer
- worth
- Wow
- wow awards
- Wow Online
- Wow Service
- writing
- Writing A Blog
- Writing Tips
- Writing Well
- X Index
- xceptional
- Xenia Carr-griffiths
- XM Institute
- XM platform
- Xponent
- Yammer
- Yaron Morgenstern
- Yext
- yolanda
- yolanda facio
- Yong Lee
- Yorkshire
- You Can Be as Young as You Think
- you lead
- You Mon Tsang
- young brain
- Young Business
- young people
- your best customers
- your business
- your business model
- your customer experience
- your customer service
- your customers
- your employees
- Your Existing Customers
- Your Service
- your social media
- your team
- youth
- Youth unemployment
- youtube
- Yuval Brisker
- Zalando
- Zappos
- Zappos Insights
- Zappos.com
- Zappos.com Inc.
- zara
- zara store
- zara stores
- Zenarate
- zendesk
- Zendesk Relate
- zero party data
- Zig Serafin
- Ziggurat
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- Zimbra Inc.
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- ZipRecruiter
- Zoho
- Zokri
- Zombie
- Zombie loyalists
- zone
- Zoom
- Zoom ceiling
- Zopa
- Zopa.com
- Zuper
- Zurich
- Zurich Insurance
- Zurich Insurance Group
- [24]7
August 14, 2025
August 14, 2025
Recently, in the midst of all of the hullabaloo in the market around artificial intelligence (AI) and the transformative impact it will have on customer experience […]
July 22, 2025
July 22, 2025
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […]
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June 9, 2025
June 9, 2025
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid […]
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