February 5, 2026
Today’s episode of the Punk CX podcast features Sara Richter, CMO at SAP Emarsys, and Fred Reichheld, Creator of the Net Promoter System®, Bain Fellow, and […]
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- Nikki Gatenby
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- 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
- Outreach Effort
- 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
- Peter Kriss
- Peter Muhlmann
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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
- pret a manger
- 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
- Productivity
- profanity
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- profit
- profitable
- Programmatic Marketing
- programme
- progressive business
- Progressive organisations
- 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
- qualitative data
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- Quality
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- Quality Customer Service
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- Qualtrics
- Qualtrics AI
- Qualtrics X4
- quarters
- Quastelmidgen
- Queen's Award For Enterprise Promotion
- question
- questions
- questions impact
- queue
- queue area
- queueing
- queueing theory
- queuing
- Queuing System
- Quiq
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- Rabbie Burns
- RAC
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- racism
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- Radical Innovation
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- RAG
- RAIN
- Raju Vegesna
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- Rao
- rare
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- 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
- relationship marketing
- 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
- response rate
- response rates
- responsetek
- Responsibility
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- Rest
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- retail
- Retail Bank
- retail banks
- retail business
- retail job
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- Retail Store
- retail week
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- retain
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- retention
- retention marketing
- 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
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- richer sounds
- Richie Manu
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- rife
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- roaming
- Rob Brown
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- Robert Burns
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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
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- Sales
- Sales And Marketing Software
- Sales Performance Management
- sales process
- Salesflare
- salesforce
- salesforce.com
- Sam Boonin
- Sam Johnson
- Sam Richardson
- Sam Wilson
- Sample Size
- sampling
- 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
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- Scourie
- Scourie Hotel
- Sdl
- Seamless Experience
- search
- search engine optimization
- Sebastian Henkes
- See You Tomorrow
- seedrs
- SeekThem
- segment compatibility
- segment relationship management
- self organising teams
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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 Dividend
- service engineers
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- service guy
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- Service Leader
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- Service Story
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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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- showrooming
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- skill
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- small batch coffee
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- Small Changes
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- smart
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- Smart Insights
- smartphone
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- smashing magazine
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- SMEs
- smm11
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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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- Stop Being Creepy
- Store Reviews
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- Story
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- strategic
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- strategies
- strategy
- strategy business
- Stratifyd
- strength
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- strong
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- Stronger Through Adversity
- 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
- Tagpoints
- tail wagging
- tails
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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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- telephone tree
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- temkin
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- term
- tesco
- tescos
- testimonials
- Text Messaging
- Text Msg
- Text Reminders
- thank you
- The Age Of Agile
- The Agile Brand
- the best
- the big
- The Bot Platform
- The Bridge
- the choice factory
- The Co-operative Bank
- The Commonwealth of Self Interest
- The Convenience Revolution
- The Culture Engine
- the customer
- the customer experience
- The Customer Experience Professionals Association
- The Dark Side of CX
- The Digital Experience Company
- The Digital Transformation Roadmap
- The Excellence Dividend
- The Falcon Lab
- The Final Rant
- The Financial Times
- the firm
- The First Word
- The Fortune Cookie Principle
- The Foundation
- The future of CX
- the greatest
- The Grid
- The Icarus Deception
- the impact equation
- the institute
- the internet
- The Intuitive Customer Podcast
- The JOLT Effect
- the link
- The Little Book of Laughter
- The Modular Analytics Company
- the most
- The New Chameleons
- the new york times
- the next
- The Personal Mba
- The Power of Instinct
- The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You
- The Purposeful Culture Group
- The 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
- the time
- The Values Economy
- The Vanguard Method
- The Walton Centre
- the who
- their customers
- themes
- TheyDo
- Think Customers
- Thinkers50
- Thinking
- third party data
- This Is Marketing
- Thom Gruhler
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- Thought Leadership
- Thunderhead
- ticketing
- tidy up
- Tiffani Bova
- Tim Critchley
- Tim Deeson
- tim drake
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- time
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- Timetrade
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- Timpson
- Tinypulse
- Tip
- tips
- Tk Maxx
- TMAC
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- Toa Technologies
- Todd Eby
- todd olson
- Tom Eggemeier
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- Tomedes.
- toms
- toms shoes
- 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
- Transavia
- transformation
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- transformational leadership
- translation
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- transparency
- transparent
- transport
- travel
- treat
- treats
- trends
- trendwatching
- tripadvisor
- true customer
- TrueCaaS
- trust
- trusted
- Trustpilot
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- trusts
- TSB
- Tue Martin Berg
- Tue Søttrup
- Turnover
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- tv adverts
- tweet
- twelve
- Twilio
- Twilio SIGNAL London
- Twist Image
- Ty Givens
- types of customers
- Ubiq Bi
- UCaaS
- Ujet
- uk
- Uk Brands
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- UK CE Awards
- Uk Market
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- 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
- upsell
- upset customer
- Upshot.ai
- Upside Management
- us
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- usability
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- user generated content
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- UserZoom
- using social media
- Utility Bills
- utility theory
- ux
- Ux Design Principles
- Ux Design Process
- vala afshar
- value exchange
- values
- vanguard
- Vanguard Consulting
- vanguard method
- vanity metrics
- Vasco Pedro
- Vasili Triant
- Verint
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- Verizon
- Vht
- Victoria Wejchert
- video
- Video Course
- video games
- Viisi
- Vinod Muthukrishnan
- viral
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- viral videos
- 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
- voice analytics
- Voice Assistant
- voice of the agent
- Voice Of The Customer
- voicemail
- Volatility
- Voxpro
- Voyo Popovic
- VR
- VRx
- vulnerable customers
- W. Edwards Deming
- wadds
- wait
- wait customers
- waiting
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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
- Wendys
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- wfm
- 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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- words
- work
- work life balance
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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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- You Can Be as Young as You Think
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- youth
- Youth unemployment
- youtube
- Yuval Brisker
- Zalando
- Zappos
- Zappos Insights
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- Zappos.com Inc.
- zara
- zara store
- zara stores
- Zenarate
- zendesk
- Zendesk Relate
- zero party data
- Zig Serafin
- Ziggurat
- Zimbra
- Zimbra Inc.
- Zingermans
- Zingly
- ZipRecruiter
- Zoho
- Zokri
- Zombie
- Zombie loyalists
- zone
- Zoom
- Zoom ceiling
- Zopa
- Zopa.com
- Zuper
- Zurich
- Zurich Insurance
- Zurich Insurance Group
- [24]7
June 6, 2012
June 6, 2012
This is the seventh of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […]
May 18, 2011
May 18, 2011
This is the 9th interview of this year and I think you are in for a treat. Today’s interview is with Professor Patrick Barwise of London […]
July 19, 2010
July 19, 2010
Gil Scott Heron and the Net Promoter Score (NPS) approach to surveying your customers who would have guessed that the two could get linked up? I […]