April 13, 2024
Last year, I spoke to Darren Rushworth, President of NICE International, about the UK’s Financial Conduct Authority (FCA) new Consumer Duty regulations and how they were […]
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- interview
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- making
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- management
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- market
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- Marsha Wright
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- moment of truth
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- people talking
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- peppers & rogers group
- perceive
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- Performance
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- permission marketing
- Persado
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- personal responsibility
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- personality
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- personalized marketing
- Pet Products
- Peter A. Hunter
- Peter Cross
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- Pets At Home
- Phil Barden
- Phil Lewis
- philosophy
- phone
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- phone calls
- Phone Conversation
- Phone Service
- phrases
- Pierce Buckley
- pillars
- Pim De Morree
- Pink Goldfish
- pipelinersales.com
- pitfalls
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- places
- Planning
- Play
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- Player Experience
- Plum Voice.
- podcast
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- Podcasting
- Point Scale
- political brands
- politics
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- poor customer service
- poor service
- Popular Channels
- Positive Customer Experience
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- possible solutions
- Post Office
- post-pandemic
- potential customers
- Powerhouse
- PPR
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- Practical Guide
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- practice of law
- pragmatism
- Prashaant Huria
- Prashanth Krishnaswami
- Prediction
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- Predictive Analytics
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- Preferred Channel
- Premier League
- prepaid mobile phone
- pret
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- pricing
- primacy effect
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- Priyomes
- proactive
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- Proactivity
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- Process
- Process Fabric
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- ProdecureFlow
- product
- Product Innovation
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- profanity
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- Programmatic Marketing
- programme
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- Promises
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- Property
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- Prophet
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- pruning
- psd2
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- psychology
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- Punk
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- Purpose
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- Puzzel
- PV Kannan
- PVK
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- QA
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- Quality
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- Qualtrics
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- quarters
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- question
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- queue
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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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- rate increase
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- Ray Biggs
- reach
- Ready
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- rear view mirrors
- rearview mirror
- rearview mirrors
- Rebecca Martin
- reboot
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- Recession
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- Reckitt
- recognition
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- Recruiting Methods
- Recruitment
- Red Goldfish
- Reduce Turnover
- referral
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- referrer
- refers
- reflections
- Reinvention
- relation
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- Relative Attractiveness
- relay race
- relevance
- Remote employees
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- renew
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- report
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- reports
- reputation
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- Requesting Feedback
- research
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- research report
- Resolution revolution
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- resource
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- response rates
- responsetek
- Responsibility
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- Rest
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- retail
- Retail Bank
- retail banks
- retail business
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- Retail Store
- retail week
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- retain
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- retention
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- Revenue Growth
- Reverb.com
- Review Websites
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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
- rife
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- riverview
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- roaming
- Rob Brown
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- rob pinkerton
- Rob Siefker
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- Robert Bell
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- Robin Collyer
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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
- 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
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- saas
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- Sabio
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- sacred cows
- Sales
- Sales And Marketing Software
- Sales Performance Management
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- Salesflare
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- Sam Boonin
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- Sample Size
- sampling
- san antonio
- Sandra De Zoysa
- Sandra Thompson
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- Sanish Mondkar
- Sanjay Brahmawar
- SAP
- Sap Fieldglass
- Sarah Metcalfe
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- save a million hours
- SCA
- scale
- scaling up excellence
- schemes
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- science
- Science And Technology
- Scott Addington
- scott gould
- Scott Moorehead
- Scott Pulsipher
- Scourie
- Scourie Hotel
- Sdl
- Seamless Experience
- search
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- Sebastian Henkes
- See You Tomorrow
- seedrs
- SeekThem
- self organising teams
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- selfridges
- Selling
- Semafone
- Sendoso
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- 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 guy
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- SERVICEBRAND
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- ServiceNow
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- seth
- seth godin
- Seth Goldman
- Sexual Wellbeing
- shackled by the skills gap
- Shafqat Islam
- Shahar Chen
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- share love
- Share Your Ideas
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- 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
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- Simple Ideas
- simple rules
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- sir terry leahy
- siri
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- Sitel
- Sitespect
- six keys
- six thinking hats
- skepticism
- skill
- Skill Acquisition
- Skills
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- Skillshare
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- small batch coffee
- Small business
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- smart
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- Smart Insights
- smartphone
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- smashing magazine
- sme
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- software
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- Software AG
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- Sol
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- solution
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- Some Tips
- sonic branding
- sons of maxwell
- sort your brain out
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- speech analytics
- speed
- speedcommunications
- Spich
- Spitch
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- sponsor videos
- sport
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- staff
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- step by step guide
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- Steve Abernethy
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- Stickiness
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- Stijn Eulaerts
- stock market
- Stop Being Creepy
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- Story
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- Stratifyd
- strength
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- strong
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- structured data
- study
- subject matter experts
- Subscription Business
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- success
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- Sue Duris
- SugarCRM
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- survey monkey
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- sustainability
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- Swisscom
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- System
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- Tability
- Tagpoints
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- talk
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- Tango
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- Tasha Reasor
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- team
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- telephone tree
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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
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- 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
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- the new york times
- the next
- The Personal Mba
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- the shawshank redemption
- The State Of Workplace Happiness Report
- The Storytellers
- the team
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- The Walton Centre
- the who
- their customers
- themes
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- Thinkers50
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- third party data
- This Is Marketing
- Thom Gruhler
- Thomas Laird
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- Tiffani Bova
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- Tim Deeson
- tim drake
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- time
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- time money
- Timetrade
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- Timpson
- Tinypulse
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- tips
- Tk Maxx
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- To A Louse
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- Todd Eby
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- toms
- toms shoes
- Tony Adams
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- Top Tasks
- Total User Experience
- Touchpoint
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- township
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- translation
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- transparency
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- transport
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- treat
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- trendwatching
- tripadvisor
- true customer
- TrueCaaS
- trust
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- Trustpilot
- TrustRadius
- trusts
- TSB
- 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
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- 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
- usability
- User Experience
- User Experience Design
- user generated content
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- usertesting
- UserZoom
- using social media
- Utility Bills
- utility theory
- ux
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- Ux Design Process
- vala afshar
- 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
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- virgin atlantic
- Virgin Atlantic Airway
- Virgin Holidays
- Virtual Assistant
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- virtual queue
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- Vision
- visioning
- VITEC
- Vivek Jetley
- Vivek Sharma
- VoA
- VoC
- vocal
- voice analytics
- Voice Assistant
- voice of the agent
- Voice Of The Customer
- voicemail
- Volatility
- Voxpro
- VR
- VRx
- vulnerable customers
- W. Edwards Deming
- wadds
- wait
- wait customers
- waiting
- Waitrose
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- Walt Disney
- Walter Flaat
- Warranty
- warren bennis
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- waste
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- Wayfair
- we make cool shit
- web 2.0
- web analytics
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- weber shandwick
- webinar
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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
- winweb
- winweb online office
- wireless
- Wise Words
- Wix Answers
- Women In CX
- word
- word of mouth
- word of mouth marketing
- Wordpress
- words
- work
- work life balance
- Workforce
- Workforce Engagement
- workforce management
- workforce optimisation
- workforces
- working
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- Workplace Happiness
- World Class Customer Experience
- World Class Customer Service
- World Class Services
- World Cup
- world retail congress
- World Tourism
- World Wide Waste
- world wide web
- WorldValuesDay
- worst customer
- worth
- Wow
- wow awards
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- 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
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- Zenarate
- zendesk
- zero party data
- Zig Serafin
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- Zimbra
- Zimbra Inc.
- Zingermans
- ZipRecruiter
- Zoho
- Zokri
- Zombie
- Zombie loyalists
- zone
- Zoom
- Zoom ceiling
- Zopa
- Zopa.com
- Zurich
- Zurich Insurance
- [24]7
June 29, 2023
June 29, 2023
Many customers are suffering right now with high inflation and interest rates. Now, while that is easy to say and observe, it’s often hard to quantify […]
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