August 16, 2021
Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection. They join me today to talk about […]
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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
- Predictive Technologies
- Preferred Channel
- Premier League
- prepaid mobile phone
- pret
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- pricing
- primacy effect
- Principality
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- Priyomes
- proactive
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- Proactive Services
- proactive support
- Proactivity
- Problem Solving
- Process
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- process management
- process mining
- ProdecureFlow
- product
- Product Innovation
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- product/services
- Production Economics
- Productivity
- profanity
- professional service firms
- profit
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- Programmatic Marketing
- programme
- progressive business
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- Promises
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- Property
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- Prophet
- ProProfs
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- Provide Excellent Customer Service
- Provide Great Customer Service
- Providing Feedback
- pruning
- psd2
- Psfk
- psp rare
- psychology
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- Punk
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- Punk XL
- Pura Vida Bracelets
- Purpose
- Purpose Driven
- Purposeful design
- putting customers first
- Puzzel
- PV Kannan
- PVK
- PwC
- PX
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- Qmatic
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- Quality
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- Quality Customer Service
- Quality Management
- Quality Management System
- Quality Service
- Qualtrics
- quarters
- Quastelmidgen
- Queen's Award For Enterprise Promotion
- question
- questions
- questions impact
- queue
- queue area
- queueing
- queueing theory
- queuing
- Queuing System
- Quiq
- qumulo
- Rabbie Burns
- Rachel Bridge
- Rachel Lane
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- racism
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- Radical Innovation
- Radical Transparency
- RAIN
- Rana el Kaliouby
- Rao
- rare
- RARE Business
- rare forum
- RARE Mainfesto
- rate increase
- rates drop
- Ray Biggs
- reach
- Ready
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- Real Time Feedback
- rear view mirrors
- rearview mirror
- rearview mirrors
- Rebecca Martin
- 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
- 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
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- retaining customers
- retention
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- Revenue Growth
- Reverb.com
- Review Websites
- Reviews Online
- 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
- rife
- Risk
- riverview
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- roaming
- Rob Brown
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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
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- Running
- Ryan Cheyne
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- 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
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- Sample Size
- sampling
- san antonio
- Sandra De Zoysa
- Sandra Thompson
- Sandy Rogers
- Sanish Mondkar
- Sanjay Brahmawar
- SAP
- Sap Fieldglass
- Sarah Metcalfe
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- save a million hours
- SCA
- scale
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- schemes
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- science
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- Scott Addington
- scott gould
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- Scourie
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- Sdl
- Seamless Experience
- search
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- Sebastian Henkes
- See You Tomorrow
- seedrs
- SeekThem
- self organising teams
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- Semafone
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- service
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- seth
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- Sexual Wellbeing
- shackled by the skills gap
- Shafqat Islam
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- shawshank
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- Sheldon Yellen
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- Shopping Experience
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- Sid Banerjee
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- Signifyd
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- Simple Ideas
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- sir terry leahy
- siri
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- Sitel
- Sitespect
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- skepticism
- skill
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- Skills
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- Skillshare
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- smart
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- smartphone
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- snake oil
- social
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- Social Media Tools
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- Social Software
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- sociology
- software
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- Software AG
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- Sol
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- Solid Rock Consulting
- solution
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- Solve
- Some Tips
- sonic branding
- sons of maxwell
- sort your brain out
- soundtracks
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- South Africa
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- Southwest Airlines
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- speech analytics
- speed
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- Spich
- Spitch
- Splice Software
- sponsor videos
- sport
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- Spotify
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- Springbot
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- staff
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- Stan Phelps
- stand out
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- Starbucks
- start
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- starts
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- statistical survey
- Stay Ahead
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- Staycity
- Stefan Thomke
- stefan topfer
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- step by step guide
- Stephan Aarstol
- Stephanie Nerlich
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- Steve Abernethy
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- Stew Bloom
- Stickiness
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- Stijn Eulaerts
- stock market
- Stop Being Creepy
- Store Reviews
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- Story
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- strategic
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- Stratifyd
- strength
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- strong
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- structured data
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- Subscription Business
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- success
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- Sue Duris
- SugarCRM
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- Sureflap
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- survey monkey
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- Surveyme
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- Susan Ganeshan
- susanne jacobs
- Sussex Business School
- sustainability
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- Swati Kungwani
- Swedish
- sweet selection
- swimming against the tide
- Swisscom
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- Sydney Brouwer
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- SYPartners
- System
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- Tagpoints
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- Talent
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- Tango
- Tara DeZao
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- Tasha Reasor
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- team
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- Teams
- Teamsupport
- Tech Boss Lady
- Tech Mahindra
- Tech predictions
- Technology
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- Ted Coine
- Telenet
- telephone tree
- telephony
- Telkom Indonesia
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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 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
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- time
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- time money
- Timetrade
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- 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 Martin
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- toms
- toms shoes
- Tony Adams
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- 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
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- transformational leadership
- translation
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- transparency
- transparent
- transport
- travel
- treat
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- trends
- trendwatching
- tripadvisor
- true customer
- TrueCaaS
- trust
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- Trustpilot
- TrustRadius
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- Tue Martin Berg
- Tue Søttrup
- Turnover
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- tv adverts
- tweet
- twelve
- Twilio
- Twist Image
- types of customers
- Ubiq Bi
- UCaaS
- Ujet
- uk
- Uk Brands
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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
- 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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- unstructured data
- unum
- UPC Switzerland
- Uplifting Service
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- upset customer
- Upshot.ai
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- us
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- usability
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- usertesting
- UserZoom
- using social media
- Utility Bills
- utility theory
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- vala afshar
- values
- vanguard
- Vanguard Consulting
- vanguard method
- vanity metrics
- Vasco Pedro
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- Verint
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- Vht
- Victoria Wejchert
- video
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- Viisi
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- virgin atlantic
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- Virtual Assistant
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- Vision
- visioning
- Vivek Jetley
- VoA
- VoC
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- voicemail
- Volatility
- Voxpro
- VR
- VRx
- vulnerable customers
- W. Edwards Deming
- wadds
- wait
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- Waitrose
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- Walt Disney
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- warren bennis
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- waste
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- Watermark Consulting
- Wayfair
- we make cool shit
- web 2.0
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- weber shandwick
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- Website
- Website Live Chat
- WelcoMe
- well being
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- wendy lea
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- What Customers Hate
- Wheelhouse.com
- When Everyone Leads
- when to ask for
- Whisky
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- white papers
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- who is
- Why Customers Leave
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- Why Should Anyone Work Here?
- WiCX
- will beckett
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- Willem Romanus
- wins business
- winweb
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- Wise Words
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- Women In CX
- word
- word of mouth
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- Wordpress
- words
- work
- work life balance
- Workforce
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- WorldValuesDay
- worst customer
- worth
- Wow
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- writing
- Writing A Blog
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- Writing Well
- X Index
- xceptional
- Xenia Carr-griffiths
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- Xponent
- Yammer
- Yaron Morgenstern
- Yext
- yolanda
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- Yong Lee
- Yorkshire
- You Can Be as Young as You Think
- you lead
- You Mon Tsang
- young brain
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- young people
- your best customers
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- your business model
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- your social media
- your team
- youth
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- youtube
- Yuval Brisker
- Zalando
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- zara
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- ZipRecruiter
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- zone
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- Zopa
- Zopa.com
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