June 23, 2025
Recently, I came across Marc Bernstein’s podcast conversation with Sam Wilson, CEO of 8X8, about reimagining the contact centre. In their conversation, Sam cited some US […]
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- nikki haine
- Nikola Mrkšić
- Nikolaus Kimla
- Nilofer Merchant
- Nimble Inc.
- nintendo
- nixonmcinnes
- NLP
- NLU
- NMD+
- no code
- no marketing budget
- 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
- Omnichannel
- on premise
- on-site search
- Onboarding
- One Agenda
- one to one marketing
- One Workforce
- Onesixtyfourth
- online businesses
- Online Chat
- Online Commerce
- Online Customer
- online customer feedback
- Online Customer Support Software
- 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
- Opportunity cost
- Optician
- Optima Partners
- Optimizely
- organisation
- Organisation Change
- organisational
- Organisational Change
- Organisational Structure
- Organisational Structures
- organisational surveillance
- organizational behavior
- organizational culture
- Organizational Model
- Organizational Structure
- Organizational Theory
- Oscar Munoz
- OttoQA
- our customers
- outcome-based business models
- outreach
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- outreach marketing
- outside in
- Outsource Customer Service
- outsourced
- outsourced customer service support
- outsourcer
- outsourcing
- Outsourcing Support
- Overall Experience
- Own Content
- ownership
- Oxfam
- oxford dictionary
- p&o cruises
- paddi
- paddi lund
- Paige O'Neill
- Pain Quotidien
- paint
- Pal's Sudden Service
- Paloma Paraja
- 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
- Patients Experience
- patrick barwise
- Patrick Cornish
- Patrick Wall
- Paul Adams
- Paul Greenberg
- Paul Hague
- Paul Hughes
- Paul Mawson
- Paul Redmond
- 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
- personal development
- 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
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- 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
- Ping Wu
- 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
- politics of the united kingdom
- Poly AI
- PolyAI
- poor customer service
- poor service
- Popular Channels
- Positive Customer Experience
- Positive Customer Experiences
- possible solutions
- Post Office
- post-pandemic
- potential customers
- 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
- Predictive Modelling
- Predictive Technologies
- Preferred Channel
- Premier League
- prepaid mobile phone
- pret
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- PRFAQ
- pricing
- primacy effect
- Principality
- Privacy
- Privacy Law
- Privacy Policy
- 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
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- 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
- qaalfa dibeehi
- Qmatic
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- Quality
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- Qualtrics
- Qualtrics AI
- Qualtrics X4
- quarters
- Quastelmidgen
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- question
- questions
- questions impact
- queue
- queue area
- queueing
- queueing theory
- queuing
- Queuing System
- Quiq
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- Rabbie Burns
- RAC
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- racism
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- Radical Innovation
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- RAG
- RAIN
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- Rao
- rare
- RARE Business
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- 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
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- Reckitt
- recognition
- recommendations
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- Recruiting Methods
- Recruitment
- Red Goldfish
- Reduce Turnover
- referral
- referrals
- referrer
- refers
- reflections
- regal.io
- Reinvention
- relation
- relations
- relationship
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- relationships
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- Relative Attractiveness
- relay race
- relevance
- Remote employees
- Remote work
- renew
- repeat business
- report
- report writing
- reports
- reputation
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- Requesting Feedback
- research
- research methods
- research report
- Resolution revolution
- Resolving Customer Complaints
- resource
- respect
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- response rates
- responsetek
- Responsibility
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- Rest
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- retail
- Retail Bank
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- retail business
- retail job
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- Retail Store
- retail week
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- retain
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- retention
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- Retrieval-Augmented Conversation
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- Rev Ops
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- Reverb.com
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- revolution
- Reward
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- riad dar mimouna
- ricardo semler
- Rich Communication Services
- Richard Bassett
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- Richie Manu
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- rife
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- roaming
- Rob Brown
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- Robin Čalić
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- Robotics Technology
- robust network
- rock climbing
- rockstar cx
- rocky howard
- Roger Beadle
- Roger Dooley
- Rohit Bhargava
- roi
- Ron Davis
- Ron Kaufman
- Ron Secrist
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- Rooms
- root cause
- Rooter Hero Plumbing & Air
- Rory Sutherland
- Rosie Jones
- Ross Daniels
- Rotterdam
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- Roxie Strohmenger
- RPA
- rubbish
- Rude Customers
- rule
- rules
- Running
- Ryan Cheyne
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- 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
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- Sample Size
- sampling
- Samsung
- Samsung UK & Ireland
- san antonio
- Sanas
- Sandra De Zoysa
- Sandra Thompson
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- Sanish Mondkar
- Sanjay Brahmawar
- Santalucia Seguros
- SAP
- SAP Emarsys
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- Sara Richter
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- Sarah Robbins
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- 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
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- self organising teams
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- self service
- selfridges
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- Semafone
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- Seneca The Younger
- senior executive
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- Serena Riley
- service
- Service as unusual
- service channel
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- Service Culture
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- Service Design
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- Service Leader
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- SERVICEBRAND
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- serviceMob
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- servitization
- seth
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- Sexual Wellbeing
- shackled by the skills gap
- Shafqat Islam
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- share love
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- shawshank
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- showrooming
- Sid Banerjee
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- small batch coffee
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- smart
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- Smart Insights
- smartphone
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- SMEs
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- snake oil
- social
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- social crm
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- software
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- Sol
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- solution
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- Some Tips
- sonic branding
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- Sophie Cheng
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- speed
- speedcommunications
- Spich
- Spitch
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- sponsor videos
- sport
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- spotlight
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- step by step guide
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- Stickiness
- sticky marketing
- Stijn Eulaerts
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- Store Reviews
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- Story
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- strategic
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- strategy
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- Stratifyd
- strength
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- strong
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- structured data
- study
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- Subscription Business
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- success
- Success Hacker
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- Sue Duris
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- Surveyme
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- Susan Ganeshan
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- sustainability
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- Suvi Lindfors
- Swati Kungwani
- Swedish
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- Swisscom
- switching costs
- Sydney Brouwer
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- SYPartners
- System
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- Systems Thinking
- Tability
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- tail wagging
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- talk
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- Tango
- Tara DeZao
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- target market
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- team
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- temkin
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- term
- tesco
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- 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 race between the tortoise and the hare
- 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
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- The Values Economy
- The Vanguard Method
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- the who
- their customers
- themes
- TheyDo
- Think Customers
- Thinkers50
- Thinking
- third party data
- This Is Marketing
- Thom Gruhler
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- Thunderhead
- ticketing
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- Tiffani Bova
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- tim drake
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- time
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- Tip
- tips
- Tk Maxx
- TMAC
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- Todd Eby
- todd olson
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- toms
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- Toni Keskinen
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- Top Tasks
- Total Experience
- Total User Experience
- Touchpoint
- Tove Kjellén
- Tower Magazine
- Tower Paddle Boards
- township
- Toxicity
- TP
- Traditional Marketing
- Traditional Marketing Methods
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- Training
- training company
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- translation
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- transport
- travel
- treat
- treats
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- trendwatching
- tripadvisor
- true customer
- TrueCaaS
- trust
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- Trustpilot
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- TSB
- Tue Martin Berg
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- Turnover
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- tv adverts
- tweet
- twelve
- Twilio
- Twilio SIGNAL London
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- Ty Givens
- types of customers
- Ubiq Bi
- UCaaS
- Ujet
- uk
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- UK CE Awards
- Uk Market
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- Unbabel
- unconditional service guarantees
- Unconscious Bias
- uncrowd
- understand
- Unemployment
- Unhappy Customer
- unified desktop
- Unilever
- united airlines
- united breaks guitars
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- University of Arkansas
- University of Southern California Marshall School of Business
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- Unorthodox Ventures
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- 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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- using social media
- Utility Bills
- utility theory
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- Ux Design Principles
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- vala afshar
- value exchange
- values
- vanguard
- Vanguard Consulting
- vanguard method
- vanity metrics
- Vasco Pedro
- Vasili Triant
- Verint
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- Verizon
- Vht
- Victoria Wejchert
- video
- Video Course
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- Viisi
- Vinod Muthukrishnan
- viral
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- virgin atlantic
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- Virtual Assistant
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- Vision
- visioning
- VITEC
- Vivek Jetley
- Vivek Pandya
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- VoA
- VoC
- vocal
- Voice AI
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- 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
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- waste
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- Watermark Consulting
- Wayfair
- we make cool shit
- web 2.0
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- WebexOne
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- Website
- 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
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- 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
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- word
- word of mouth
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- Wordpress
- words
- work
- work life balance
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- Working Backwards
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- WorldValuesDay
- worst customer
- worth
- Wow
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- writing
- Writing A Blog
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- X Index
- xceptional
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- Yammer
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- You Can Be as Young as You Think
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- your team
- youth
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- youtube
- Yuval Brisker
- Zalando
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- Zappos Insights
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- Zappos.com Inc.
- zara
- zara store
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June 4, 2015
June 4, 2015
In the press recently there was a story about Seattle-based financial tech firm Gravity Payments CEO and founder, Dan Price, who recently announced that over the […]