August 28, 2020
Today’s interview is with Stefan Thomke, who is the William Barclay Harding Professor of Business Administration at Harvard Business School. Stefan joins me today to talk […]
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- Joyce Kim
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- Mandisa Makubalo
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- mass media
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- Mattijs ten Brink
- maturity
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- maverick
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- measuring
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- Medallia
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- Mercedes Benz Usa
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- Molly Flatt
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- mori
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- NLP
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- Occupop.
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- Ogilvy
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- old brain
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- Onesixtyfourth
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- online questionnaires
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- opaque
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- Post Office
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- Practical Guide
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- 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
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- Priyomes
- proactive
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- Proactivity
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- Process
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- ProdecureFlow
- product
- Product Innovation
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- profanity
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- profit
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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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- psd2
- Psfk
- psp rare
- psychology
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- Punk
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- Purpose
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- Purposeful design
- putting customers first
- Puzzel
- PV Kannan
- PVK
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- Qmatic
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- Quality
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- Qualtrics
- quarters
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- question
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- queue
- queue area
- queueing
- queueing theory
- queuing
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- Quiq
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- Rabbie Burns
- Rachel Bridge
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- racism
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- Radical Innovation
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- RAIN
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- Rao
- rare
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- rate increase
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- Ray Biggs
- reach
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- Real Time Feedback
- rear view mirrors
- rearview mirror
- rearview mirrors
- Rebecca Martin
- reboot
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- recent articles
- recent interview
- Recession
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- Reckitt
- recognition
- recommendations
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- Recruiting Methods
- Recruitment
- Red Goldfish
- Reduce Turnover
- referral
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- referrer
- refers
- reflections
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- relation
- relations
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- relationships
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- 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
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- Revenue Growth
- Reverb.com
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- revolution
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- riad dar mimouna
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- Rich Communication Services
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- Richie Manu
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- Robotics Technology
- robust network
- rock climbing
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- Roger Beadle
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- Rohit Bhargava
- roi
- Ron Davis
- Ron Kaufman
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- root cause
- Rooter Hero Plumbing & Air
- Rory Sutherland
- Rosie Jones
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- Roxie Strohmenger
- RPA
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- rule
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- Running
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- saas
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- Sales
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- Sales Performance Management
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- Salesflare
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- Sam Boonin
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- san antonio
- Sandra De Zoysa
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- SAP
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- 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
- Scott Moorehead
- Scott Pulsipher
- Scourie
- Scourie Hotel
- Sdl
- Seamless Experience
- search
- search engine optimization
- Sebastian Henkes
- See You Tomorrow
- seedrs
- SeekThem
- self organising teams
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- selfridges
- Selling
- Semafone
- Sendoso
- Seneca
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- senior executive
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- service
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- service channel
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- Service Culture
- service customer
- Service Design
- Service Design Firm
- Service Design Network
- Service Excellence
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- service guy
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- service initiative
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- Service Leader
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- Service Story
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- Service Support
- Service Training
- SERVICEBRAND
- Serviced Apartments
- ServiceNow
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- Services Provider
- Serving Customers
- Serving People
- seth
- seth godin
- Seth Goldman
- Sexual Wellbeing
- shackled by the skills gap
- Shafqat Islam
- Shandel McAuliffe
- share love
- Share Your Ideas
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- shawshank
- shawshank redemption
- Sheldon Yellen
- Shelia Anderson
- Shep Hyken
- Shirute
- shop online
- Shopping Experience
- short term
- showrooming
- Sid Banerjee
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- Siemens
- siemens enterprise communications
- Signifyd
- signposts
- silence
- silenced
- silent
- silos
- Simon Moore
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- Simple Ideas
- simple rules
- simple steps
- Simple Survey
- simples
- SimpleTiger
- simplicity
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- simplification
- Simplr
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- Single Customer View
- sir terry leahy
- siri
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- Sitel
- Sitespect
- six keys
- six thinking hats
- skepticism
- skill
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- Skills
- Skills based model
- skills gap
- Skillshare
- Skyler Place
- Skype
- small batch coffee
- Small business
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- smart
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- Smart Insights
- smartphone
- smartphones
- smashing magazine
- sme
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- smm11
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- snake oil
- social
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- social service
- Social Software
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- sociology
- software
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- Software AG
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- Sol
- solicitors
- Solid Rock Consulting
- solution
- solutions
- Solve
- Some Tips
- sonic branding
- sons of maxwell
- sort your brain out
- soundtracks
- sources innovation
- sources of inspiration
- South Africa
- Southern Water
- Southwest Airlines
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- speech analytics
- speed
- speedcommunications
- Spich
- Spitch
- Splice Software
- sponsor videos
- sport
- sports
- Spotify
- spotlight
- Springbot
- Sprout Social
- Squaretrade
- Sreeram Sreenivasan
- Sri Safitri
- Stacy Sherman
- staff
- staff retention
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- Stan Phelps
- stand out
- standing out
- Starbucks
- start
- starting at the beginning
- starts
- startupland
- statistical survey
- Stay Ahead
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- Staycity
- Stefan Thomke
- stefan topfer
- Stefanie Amini
- Stefano Puntoni
- step by step guide
- Stephan Aarstol
- Stephanie Nerlich
- stephen waddington
- Steve Abernethy
- Steve Curtin
- steve denning
- Steve Lucas
- Steve Morrell
- Steve Sims
- Steven Van Belleghem
- Stew Bloom
- Stickiness
- sticky marketing
- Stijn Eulaerts
- stock market
- Stop Being Creepy
- Store Reviews
- stores
- Story
- Story Driven
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- strategic
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- strategic management
- Strategic Planning
- strategies
- strategy
- strategy business
- Stratifyd
- strength
- Stride
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- strong
- Strong Customer Authentication
- stronger
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- 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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- Support Team
- Supportbench
- SupportLogic
- Sureflap
- survey
- Survey Customers
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- survey monkey
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- Surveyme
- surveys
- Susan Ganeshan
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- sustainability
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- Swati Kungwani
- Swedish
- sweet selection
- swimming against the tide
- Swisscom
- switching costs
- Sydney Brouwer
- syed hasan
- SYPartners
- System
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- Systems Thinking
- Tagpoints
- tail wagging
- tails
- Talent
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- talk
- talker
- talking to customer
- Tango
- Tara DeZao
- Tara Kelly
- target market
- targets
- Tasha Reasor
- tazikis
- TCC
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- team
- team building exercises
- Team development
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- Teams
- Teamsupport
- Tech Boss Lady
- Tech Mahindra
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- technoolgy
- 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
- Tim Pickard
- time
- Time Management
- time money
- Timetrade
- timing
- Timpson
- Tinypulse
- Tip
- tips
- Tk Maxx
- TMAC
- To A Louse
- Toa Technologies
- Todd Eby
- todd olson
- Tom Fishburne
- Tom Gibby
- Tom Goodmanson
- Tom Libretto
- Tom Martin
- Tom Peters
- Tom van der Lubbe
- Tom Walsh
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- toms
- toms shoes
- Tony Adams
- Tony Bates
- Tony Fadell
- Tony Hsieh
- Top Tasks
- Total User Experience
- Touchpoint
- Tove Kjellén
- Tower Magazine
- Tower Paddle Boards
- township
- Toxicity
- Traditional Marketing
- Traditional Marketing Methods
- traditional values
- Training
- training company
- Transavia
- transformation
- Transformation Project
- transformational leadership
- translation
- transparencies
- transparency
- transparent
- transport
- travel
- treat
- treats
- trends
- trendwatching
- tripadvisor
- true customer
- TrueCaaS
- trust
- trusted
- Trustpilot
- TrustRadius
- trusts
- Tue Martin Berg
- Tue Søttrup
- Turnover
- Turnover Rate
- tv adverts
- tweet
- twelve
- Twilio
- Twist Image
- types of customers
- Ubiq Bi
- UCaaS
- Ujet
- uk
- Uk Brands
- uk business
- UK CE Awards
- Uk Market
- uk retail
- Unbabel
- unconditional service guarantees
- Unconscious Bias
- uncrowd
- understand
- Unemployment
- Unhappy Customer
- unified desktop
- united airlines
- united breaks guitars
- united business machines
- united kingdom
- University of Arkansas
- University of Southern California Marshall School of Business
- University of Sussex
- Unorthodox Ventures
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- unstructured data
- unum
- UPC Switzerland
- Uplifting Service
- upsell
- upset customer
- Upshot.ai
- Upside Management
- us
- us business
- us data
- usability
- User Experience
- 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
- values
- vanguard
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- vanguard method
- vanity metrics
- Vasco Pedro
- Vasili Triant
- Verint
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- Verizon
- Vht
- Victoria Wejchert
- video
- Video Course
- video games
- Viisi
- viral
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- virgin atlantic
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- Virtual Assistant
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- virtual queue
- Virtual reality
- Vision
- visioning
- Vivek Jetley
- 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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- wall street journal
- Walt Disney
- Walter Flaat
- Warranty
- warren bennis
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- waste
- water
- Watermark Consulting
- Wayfair
- we make cool shit
- web 2.0
- web analytics
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- weber shandwick
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- Website
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- WelcoMe
- well being
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- wellness
- wendy lea
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- wfm
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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
- 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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- World Tourism
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- WorldValuesDay
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- worth
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- writing
- Writing A Blog
- Writing Tips
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- X Index
- xceptional
- Xenia Carr-griffiths
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- Xponent
- Yammer
- Yaron Morgenstern
- Yext
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- Yong Lee
- Yorkshire
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- 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
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- Your Service
- your social media
- your team
- youth
- Youth unemployment
- youtube
- Yuval Brisker
- Zalando
- Zappos
- Zappos Insights
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- Zappos.com Inc.
- zara
- zara store
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- Zenarate
- zendesk
- zero party data
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- Zingermans
- ZipRecruiter
- Zoho
- Zokri
- Zombie
- Zombie loyalists
- zone
- Zoom
- Zoom ceiling
- Zopa
- Zopa.com
- [24]7
July 27, 2018
July 27, 2018
As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of […]