April 2, 2024
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me […]
- Filter by
- Categories
- Tags
- Authors
- Show all
- All
- Branding
- Business development
- Business growth
- Center
- Change
- Culture
- Customer experience
- Customer Journey
- Customer retention
- Customer service
- Employee engagement
- Existing customers
- Innovation
- Interviews
- Leadership
- Marketing
- Social business
- Social Media
- Social Service
- Team
- Uncategorized
- All
- #1aDayQandA
- 1 to 1 engagement
- 100 Best Companies
- 1000 Heads
- 12 Principles
- 1st Viscount Bracken
- 20 Keys
- 2011
- 2012
- 2016
- 2019
- 2020
- 2021
- 2023
- 2024
- 24/7 customer
- 2B3D
- 37signals
- 5 Hour Work Day
- 5 Tips
- 6 Step
- 7 inch
- 8 Hour Work Day
- a business
- a customer
- a fish rots from the head down
- A Little Less Conversation
- a social
- a team
- A World Gone Social
- Aaron Dignan
- abc building blocks
- Abinash Tripathy
- Absenteeism
- Absolutdata
- absolute
- absolutes
- Abu Siddeeq
- Abundance
- abuse
- Accenture
- Accenture Interactive
- Accenture Strategy
- Accessibility
- Accountants
- accounts and legal
- Achieveglobal
- acquire new customer
- Acquire.io
- Acticall
- Actionable Intelligence
- Actions
- Active Listening
- ActiveOps
- Ada
- Adam Beeson
- Adam Gamwell
- adam ulivi
- Adam Weinberg
- adobe
- Adobe EMEA Summit
- adobe indesign
- Adobe Summit
- adobe systems
- Adoreboard
- Adrian Collins
- Adrian Mcdermott
- Adrian Swinscoe
- Adrian Webster
- Adriana Gascoigne
- advertising
- advocacy
- Adzooma
- Affectiva
- affiliate marketing
- Affinity
- Aflac
- Agent Assisted Payments
- agent attrition
- Agent Experience
- agent happiness
- Agent Technology
- agent turnover
- aggregation
- agile
- Agile Approach
- agile business
- Agile Development Practices
- Agile Manifesto
- Agile Marketing
- Agile Methods
- Agile Process
- Agile Product
- Agile Teams
- ahead
- AI
- AI Dilemma
- Airbnb
- Airline
- airport infrastructure
- Airtable
- Akin Arikan
- Alan Hall
- Alan Trefler
- Alan Williams
- alchemy
- Alex Edmans
- Alex Genov
- Alex Mead
- Alex Osterwalder
- alexa
- alexis
- alexis dormandy
- Alfonso de la Nuez
- alfred korzybski
- Alicia Tillman
- align
- alignment
- Alison Brattle
- Alison Esse
- alison fydler
- all about customer service
- All Marketing
- Allison McDougall
- Almighty
- Altimeter
- Amanda Winstead
- amateur
- Amazing Customer Service
- Amazon
- Amazon Go
- Amazon.com
- Amdocs
- Amplexor
- Amy Downs
- Amy Kelly
- Amy Scott
- analytics
- anarchists
- anarchy
- Andrea Prazakova
- andrew beale
- Andrew Lawson
- Andrew Nelstrop
- android
- Andy Haas
- Andy L Murray
- andy macmillan
- Anese Cavanaugh
- Angel Maldonado
- angela ahrendts
- Angela O'connell
- Angry Customer
- Angry Customers
- Anil Kaul
- Anne Bahr Thompson
- annette franz
- announcements
- Annual Performance Review
- Answerdash
- Anthony Abbatiello
- Anthony Soohoo
- Anthropology
- anticipatory thinking
- antony brydon
- Aparna M. A.
- app
- apple
- Apple Store
- Applications Of Artificial Intelligence
- approach
- apps
- apty
- AR
- arantech
- Architects
- Ari Weinzweig
- Ariba
- Aristotle
- arm
- Arnaud De Lacoste
- Arnie
- art
- Art Kleiner
- Arthur D. Little
- Articles Of Faith
- Artifact
- artificial intelligence
- Artificial Neural Networks
- Arwen
- ASAPP
- Ascensos
- ashley furness
- Ashley Verrill
- Ashwini Dave
- asked
- Aspect Software
- Assaf Baciu
- assumptions
- Assurant
- Aster DM Healthcare
- asynchronous messaging
- Atlassian
- atte
- attention
- Attract New Customers
- Attracting Customers
- Attraction Marketing
- Attrition
- Attrition Rate
- Audelia Boker
- audio
- Augment
- augmented reality
- authentic leadership
- authority
- Automated Voice
- Automation
- Autonomous enterprise
- Autopilot
- Average Hold Time
- aviation
- Aviva Group
- avoid the trap
- avoiding extinction
- awareness
- B2B
- B2b Applications
- B2b Branding
- B2b Companies
- B2B customer experience
- B2b E-commerce
- B2b International
- B2b Manufacturers
- B2b Marketers
- B2b Marketing
- B2b Procurement
- B2b Web Design
- B2C
- B2c Marketing
- babelforce
- Bac Range
- back office
- Backbase
- bad customer service
- bad customers
- Bad Review
- bad ways
- baggage carousel
- balance
- bank
- Bank Branch
- banking
- Banking Experience
- banking sector
- Banking Services
- banks
- bannatyne
- bannatyne's
- Bansi Mehta
- barclays
- Barden
- Barometer
- Barry Nalebuff
- Basecamp
- basics
- Bathrooms
- baton
- battleground
- Bbc Radio
- bdo
- Be Agile
- beales
- beales hotels
- Beckett
- Bee Gees
- Beer
- behavior
- Behavior Design
- Behavior Science
- Behavioral design
- Behavioral Economics
- behaviour
- Behaviour Change
- Behavioural Economics
- Behavioural insight
- Behavioural Science
- Behavioural Sciences
- Being Digital
- Belfor
- Belfor Holdings Inc
- belonging
- Ben & Jerry’s
- Ben Cockerell
- Ben Pring
- Ben Reason
- Ben Velker
- Benchmark Report
- Benchmarking
- bennis
- Berlin
- Bernadette Jiwa
- Bernd Schreiber
- Best Companies
- Best Companies To Work
- Best Crm Software
- best customer
- Best Customer Experience
- Best Customer Service
- Best Gifts
- Best Pet Store
- best practices guide
- Best Roi
- best word
- Better Customer Relationship
- Better Customer Service
- Better Experience
- Better Leader
- better relationships
- Better Service
- Bettercloud
- Betterworks
- Beyond Digital
- beyond the familiar
- BHAFC
- Bian Salins
- Big Ass Fans
- big data
- big talk
- bikram yoga
- Bill Colleran
- bill lumbergh
- bill park
- Bill Taylor
- bills
- bills brighton
- Birgit Mager
- Black Box
- blackberry
- Blake Morgan
- Blitzscaling
- blockchain
- Blockchains
- blog
- blog action day
- blogger
- blogger outreach
- bloggers
- Blogging
- Blogging And Podcasting
- Blogging Success
- blogs and bloggers
- Blue Goldfish
- Bmc
- Bmc Software
- bnet
- boardroom
- Bob Thompson
- Bold Move
- Bombas
- Bonjoro
- book
- book format
- Booking.com
- Boost.ai
- bootstrapping
- booz & company
- Boring
- boringiscool
- Born To Blog
- Borzou Azabdaftari
- bostock and pollitt
- Boston
- bot
- Bottled Teas
- bounce
- box office
- Boxever
- boxing match
- boy racer
- bpo
- Bracken
- Brad W Martin
- brailsford
- brain
- brain physiology
- Brainshark
- Branch
- Brand
- brand advocates
- Brand Ambassador
- Brand Citizenship
- Brand Development
- brand engagement
- Brand Experience
- brand extension
- brand loyalty
- Brand Management
- brand trust
- branded voice assistants
- BrandGPT
- Branding
- brands
- brandwatch
- Brave New Work
- Braze
- Brazil
- Breakthrough Innovation
- Brendan Bracken
- Brent Leary
- Brewery
- brian carroll
- Brian Clough
- Brian Hannon
- Brian Macneice
- Brian Rafferty
- brian solis
- Brian Tuite
- bridgestone
- brightkite
- brighton
- Brighton and Hove Albion
- brighton rock
- brilliant at the basics
- britain
- british airways
- british cycling
- british people
- Brittany Bell
- brogan
- Brooklin Nash
- Bruce Poon Tip
- bruce temkin
- Bt
- budget
- Budweiser
- build for change
- build relationships
- build your business
- building
- building a
- building a business that customers love
- building a customer focused team
- building blocks
- Building Communities
- building community
- Building Customer Loyalty
- Building Great Customer Experiences
- Building Loyalty
- building relationship
- Building Society
- Building The Bridge
- building trust
- Building Your Blog
- Building Your Brand
- builds
- bunches
- burberry
- Burnout
- Business
- Business And Marketing
- business benefits of employee engagement
- Business Blog
- business books
- business build
- business clubs
- Business Communities
- business consultant
- Business Continuity
- business culture
- Business Cultures
- business customers
- business development
- business environment
- Business Excellence
- Business growth
- business growth ideas
- Business Innovation
- business inspiration
- Business Intelligence
- business interview
- business investment
- business leaders
- business marketing
- Business Marketing Books
- Business Marketing Strategy
- Business Marketing Tips
- Business Mastery
- business model
- business model development
- business models
- business objectives
- Business Outcomes
- business owner
- business owners
- Business Performance
- Business Podcasting
- business process
- business process improvement
- Business Process Management
- business process outsourcing
- business relationship
- Business Relationships
- Business Reporter
- Business Results
- business service
- Business Software Reviews
- business strategy
- business systems
- Business Tools
- Business Trends
- Business Value
- Business-to-business
- businesses
- businesspeople
- buying process
- C-suite
- cable companies
- caffeine
- Calabrio
- calculating demand forecast accuracy
- Calendly
- call
- call analytics
- call back services
- call center
- Call Center Employees
- Call Center Workforce Management
- call centre
- Call Centre Helper
- call centres
- call service
- Call Volume
- Callback
- CallMiner
- calls
- camp and furnace
- Can Your Customer Service Do This?
- Canada
- Cape Town
- Capturi
- care
- Careers
- Carey Smith
- Carhartt
- carl white
- Caroline Gleeson
- Carolyn Blunt
- carrie duarte
- cartoons
- CAST
- Cathy Brown
- Cathy Jooste
- cause
- Cautionary Tale
- CCaaS
- CDP
- Cellular
- cem
- Cennydd Bowles
- center of excellence
- Center-Out
- central
- Centre For Management Development
- centric
- Centricity
- Centurion
- ceo
- ceos
- cex
- CezanneHR
- cgs
- CGS Inc
- challenge
- Champions
- Change
- Change Business
- change management
- Change Process
- Change The World
- Change This
- Changing Culture
- Channel Choice
- Charitable Organisations
- Charitable Work
- Charities
- Charlie Peters
- Chase Clemons
- chat bot
- chat interface
- chatbot
- ChatGPT
- Checkit
- checkout
- Cheryl Johnson
- Chess Media Group
- Chicago
- Chicago Music Exchange
- chief customer officer
- Chief Digital Officer
- chief executive officer
- Chief Human Resources Officer
- Chief Marketing Officer
- Chief Operating Officer
- Chief Technology Officer
- Chief Transformation Officer
- Chip Bell
- choice
- Chordiant
- chris
- Chris Bauserman
- chris brogan
- chris ducker
- Chris Edmonds
- Chris Ives
- Chris Lewis
- Chris Lisica
- Chris Malone
- Chris Ryba
- Christian Selchau-Hansen
- christine livingston
- christopher elliott
- Christopher Roark
- Churn Rate
- ChurnZero
- Cindy Mielke
- CIO
- citibank
- Citizen experience
- Citizen M
- Civic Dinners
- Claire Clifford
- Claire Croft
- Claire Lew
- Claire Whitaker
- Clarabridge
- Clare Muscutt
- Clare Mylan
- Clarity
- class
- clean data
- clegg
- client
- client business
- client experience
- client relations
- client service
- Client Services
- clients
- climbing
- close the loop
- cloud
- Cloud Based Contact Center
- cloud clients
- CloudCherry
- clues
- clutter
- CLV
- CMO
- Cmo Chief Marketing Officer
- CMR
- Co Create
- Co Design
- Co Workers
- Co-creation
- Coca Cola
- coffee
- coffee addict
- Coffee Roaster
- coffee shops
- coffee table book
- Cogito
- Cogito Corp.
- Cognitive Biases
- Cognitive Psychology
- Cognitive Science
- Cognizant
- Colin Shaw
- Collaboration
- Collaboration Strategy
- Collaborative Software
- Collective Experience
- collision repair
- Columbia Business School
- comcast
- comedy
- comes
- Command And Control Systems
- comment
- Commitments
- communicating with customer
- Communication
- communities
- community
- community and network
- Community Platform
- Community Software
- community websites
- Companies To Work
- company culture
- company logos
- company survey
- company wide
- Compare Crm Software
- competition
- competitive
- Competitive Advantage
- Competitive Agility Index
- Competitive Research
- Competitive Service
- Competitiveness
- competitors
- complain
- complaint
- complaint handling
- Complaints
- Complaints Procedure
- complaintsrgreat
- complexity
- compliance
- component
- conference
- confused
- connect
- connecting with customers
- Conrad Liburd
- Conscious Business
- consideration
- consistency
- consumer
- consumer action
- consumer behaviour
- Consumer Cellular
- Consumer Complaint
- Consumer Data
- Consumer Duty
- consumer expectations
- Consumer Expenditure
- consumer feedback
- Consumer Psychologist
- Consumer Reviews
- Consumers
- contact
- Contact Babel
- Contact Call Centre
- Contact Center
- Contact Center Whisperer
- Contact Centre
- Contact Centre Software
- Contact Centre Solutions
- contactbabel
- Contactengine
- Contacts Centers
- Contagious Culture
- Contagious You
- content
- Content Creation
- content marketing
- Content Strategies
- Content Writing
- contents
- Contentsquared
- context
- Contextual Marketing
- continual improvement
- Continual Improvement Process
- continuous
- continuous improvement
- continuum
- Contracts
- Control-alt-delete
- Convenience
- Convenience Store Concepts
- conversation
- conversation starter
- conversational
- conversational age
- conversational AI
- conversational analysis
- conversational marketing
- conversion rate
- conversocial
- Convince & Convert
- cookieless
- Cool
- CopyCopyCopy
- Copying
- Core Business
- core competencies
- corinne stuart
- coronavirus
- Corporate Behaviour
- corporate culture
- Corporate Governance
- corporate objectives
- Corporate Punk
- Corporate Rebels
- Corporate Social Responsibility
- Corporate Video
- correlated
- Corvisa
- Corvisacloud
- cost effective
- Cost Leadership Strategy
- coveo
- Craig Dubitsky
- Craig Walker
- create
- create awareness
- Create Content
- Create Fan
- Create Products
- Create Strategic Alliance
- creating
- Creating Change
- Creating Value
- Creatio
- Creative Business
- Creative Entrepreneur
- Creative Good
- Creative Hobbies
- Creative Industries
- Creative Industry
- Creative People
- Creative Processes
- Creativity
- creativity innovation
- credibility
- Creepiness
- Cresta
- Crimson Hexagon
- critical success factor
- crm
- Crm Applications
- CRM Playaz
- Crm Software
- Crm Software Comparison
- Crm Solutions
- Crm Systems
- Crm Technology
- cross border
- cross-sell
- crowdfunding
- crowdsourcing
- cruise holidays
- crushing complexity
- Crystal Balls
- CSG
- CSI
- Ctrl Alt Delete
- Cubesocial
- cultural differences
- Culture
- Culture Change
- Culture Improvement
- culture of good
- culture shock
- Culture Your Culture
- curiousity
- Curtis Institute Of Music
- Custom made shoes
- customer
- customer (dis)service
- customer accounts
- Customer Acquisition
- Customer Acquisition Cost
- Customer Advocacy
- Customer Advocacy Intelligence Platform
- Customer Advocate
- Customer Analytics
- Customer Attrition
- customer base
- Customer Behavior
- customer behaviour
- customer care
- Customer Care Words
- customer centric
- Customer Centric Company
- Customer Centric Culture
- customer centric leadership
- Customer Centric Leadership Initiative
- Customer Centric Model
- customer centricity
- customer charter
- Customer Choice
- customer churn
- customer code
- Customer Commitment
- Customer Communication
- customer communities
- Customer Community
- customer complaint management
- Customer Complaints
- Customer Contact
- customer data
- Customer Data Analytics
- Customer Data Platforms
- Customer Database
- customer driven
- Customer Dynamics
- Customer Effort
- Customer Effort Score
- Customer Empathy
- Customer Empathy Advisor
- customer engagement
- Customer Engagement Platform
- Customer Enquiries
- Customer Excellence
- Customer Expectation
- Customer Expectations
- customer experience
- Customer Experience Design
- Customer Experience Foundation
- Customer Experience Improvement
- customer experience management
- Customer Experience Platform
- Customer Experience Research
- Customer Experience Software
- customer experience strategy
- customer experience systems
- Customer Experience Transformation
- Customer Experience Trends
- Customer feedback
- customer feedback survey
- customer first
- customer focus
- customer focused
- Customer Focused Companies
- Customer Friendly
- Customer Futures
- Customer Group
- Customer Growth
- Customer Help
- customer insight
- Customer Intelligence
- Customer Intelligence Technology
- Customer Interaction
- customer journey
- Customer Journey Maps
- customer journey orchestration
- Customer Journeys
- Customer Life Cycle
- Customer Lifecycle
- customer lifetime value
- Customer Love
- customer loyalty
- Customer Loyalty Card
- Customer Loyalty Consultants
- Customer Loyalty Program
- customer loyalty scheme
- Customer Loyalty Solutions
- Customer Managed Relationship
- Customer Marketing
- Customer Metrics
- Customer Needs
- customer neglect
- customer obsessed
- customer opinion
- customer outcomes
- customer perspectives
- Customer Preferences
- Customer Problems
- customer relations
- customer relationship
- customer relationship management
- customer relationship manangement
- customer relationships
- customer research
- Customer retention
- Customer Retention Programs
- customer retention tips
- Customer retention tips for small and large business
- Customer Review
- Customer Reviews
- Customer Rules
- customer satisfaction
- Customer Satisfaction Survey
- customer self service
- customer servic
- Customer service
- customer service agent
- Customer Service And Loyalty
- Customer Service Awards
- Customer Service Call
- customer service complaints
- Customer Service Culture
- customer service department
- Customer Service Excellence
- customer service experience
- Customer Service Experts
- customer service feedback
- Customer Service for Anything
- Customer Service Guru
- Customer Service Improvement
- Customer Service Interview
- customer service issues
- Customer Service Marketing
- Customer Service Metrics
- Customer Service Operations
- customer service platform
- Customer Service Professional
- customer service rep
- customer service representative
- Customer Service Research
- customer service response
- Customer Service Skills
- customer service solutions
- Customer Service Standards
- Customer Service Stories
- customer service strategy
- Customer Service Success
- Customer Service Support
- Customer Service Surveys
- customer service team
- Customer Services
- customer services help
- Customer stack
- Customer Stories
- Customer Success
- Customer Support
- Customer Support Agent
- Customer Support Salary
- Customer Support Software
- Customer Support Team
- customer survey
- Customer surveys
- customer tech
- customer testimonials
- Customer trust
- Customer Turnover
- customer understanding
- Customer Value
- Customer Value Proposition
- Customer Voice
- Customer Wants
- customer's imagination
- Customerbliss
- Customers
- Customers Complain
- Customers Feedback
- Customers Happy
- customers included
- Customers Needs
- Customers Relationship Management
- customers waiting
- Customersure
- Cx
- CX Accelerator
- CX champions
- cx design
- cx journey
- CX Leader of the Year
- CX outsourcing
- CX professional
- CX Rockstar
- CX strategy
- CX Value Model
- cx week
- Cxense
- CXLOTY
- cycling
- cycling team
- cycling teams
- Cyracom
- Dalai Lama
- Damian Thompson
- Dan Frohnen
- Dan O'Connell
- Dan Price
- dan simpson
- Dana Bishop
- Dana Miller
- danger
- Daniel Goleman
- Daniel Lind
- Daniel Rodriguez
- Danielle Strouther
- Danish
- dark patterns
- Darren Rushworth
- Darth Vader
- data
- data analysis
- Data Analytics
- Data Capture
- data collection
- Data Economy
- data gathering
- data hygiene
- data insight
- data lake
- Data Management
- data privacy
- Data Scientist
- data service
- Data Sets
- data silos
- Data Skills
- dave
- dave brailsford
- dave carroll
- Dave Chaffey
- Dave Hoekstra
- Dave Keeling
- Dave Kerpen
- Dave O'flanagan
- Dave Rendall
- Dave Wallace
- Dave Waltz
- David Avrin
- David Boucher
- David Campbell
- david cancel
- david chapple
- David Conway
- David Hieatt
- David Kalt
- David Lloyd
- David Mattin
- david meerman scott
- David Moody
- David Politis
- David Powers
- David Quastel
- David Rogers
- David Stephenson
- David Thodey
- david white
- Dealing With Customers
- Dean Robison
- Debbie Fletcher
- Debbie Levitt
- Deborah Battaglia
- decade
- Deception
- decision
- decision making
- Decision Management
- Decision Sciences
- Decision Technology
- decisioning
- decisions
- declared data
- Dee Blick
- Deeson
- deliberating
- Delight Your Customers
- Delighting Customer
- Delighting Customers
- deliver
- Deliver Customer Support
- Deliver Service
- Delivering Customer Service
- Delivering Exceptional Customer Service
- Delivering Great Customer Service
- Delivery Management System
- Deloitte
- Deloitte Consulting
- Deloitte Consulting Llp
- Deloitte Digital
- Delphine Mousseau
- DeltaCX
- democratic party
- democratisation
- democratization
- Denim
- Dennis Tourish
- dentsu
- Deon Nicholas
- department store
- Depeche Mode
- Derek Wang
- Des Traynor
- describe
- design
- Design Customer Experience
- Design Insight
- Design Philosophy
- Design Principles
- Design Process
- Design Roast
- Design Thinker
- Design Thinking
- Designing For Humanity
- Deutsche Telekom
- developing
- Developing Customer Loyalty
- develops
- Dhruv Mehta
- Dialog Axiata
- Dialpad
- Diebold Nixdorf
- difference
- Different Personas
- different types
- differentiate
- differentiation
- Difficult conversations
- Difficult Customers
- digital
- Digital Agencies
- Digital Credit Union
- Digital Customer Experience
- digital customer experience strategy
- Digital Darwinism
- Digital Dna
- Digital experience
- Digital Genius
- Digital Marketing
- Digital Organization
- Digital Professional
- Digital Strategy
- Digital Transformation
- Digital Transformation Playbook
- digital wallets
- digitization
- dilemma
- Dimension Data
- direct mail
- directly
- disability
- disabled
- Disaster
- disastrous situation
- Discover Blog
- Discrimination
- Disha Dinesh
- dispute resolution
- disruption
- Distributed enterprises
- diversity
- Divya Bhat
- Dixa
- do
- do better
- Do Good
- Docmorris
- dogs
- doing
- doing business
- Doing CX Right
- Doing Digital
- Doing Good
- Doing Well
- Dominic Fitch
- Domino's Pizza
- don peppers
- Don Schuerman
- Donella Meadows
- Donna Peeples
- Dooly
- Dorian Stone
- dormandy
- Dot & Bo
- dots
- Doug Richard
- Dr Dao
- Dr Elora Voyles
- Dr Natalie Petouhoff
- Dr Peter Van Der Putten
- drama queen
- drift
- drive
- drive business
- Driven To Delight
- drives
- Driving Improvement
- DSI Analytics
- Duct Tape
- Duct Tape Marketing
- Duct Tape Selling
- duncan
- duncan bannatyne
- duncan cheatle
- Duncan Macdonald
- dwight cooper
- dynamic offer optimization
- Dynamic Offer Platform
- E-commerce
- earn
- easily
- Easy Score
- Easy To Read
- Easyjet
- Echo Global Logistics
- ecommerce
- economic debate
- economic development
- economic growth
- economics
- economist intelligence unit
- economy
- economy of the united kingdom
- Ecosystem
- ecrm
- Ed Ariel
- Ed Whitehead
- Edelman
- Edelman Trust Barometer
- Edgenet
- Educating Customers
- Education
- Educational Psychology
- Eemeli Ahonen
- Eetu Raudas
- Effective Customer Service
- EI
- Eight-hour Day
- eiu
- Elad Eran
- Elaine Richards
- elderly
- electronic commerce
- Elena Filimonova
- elephant
- eliminate
- Elsewhen
- elsua
- Elvis Presley
- email marketing
- email open rates
- Emerging Business
- emerging technologies
- Emerging Workforce
- Emerson
- Emma Goldman
- Emotion
- emotional
- emotional bank account
- Emotional Intelligence
- emotions
- emotive AI
- empathetic musculature
- empathetic service
- empathy
- Empathy.co
- empire
- employability
- employee
- Employee Advocacy
- Employee Attitudes
- Employee Behavior
- employee benefit
- employee complaints
- Employee Concerns
- Employee Engagement
- Employee Engagement Platform
- employee engagement surveys
- Employee Engagements
- Employee Engagment
- Employee Experience
- employee experience management
- Employee Feedback
- Employee Happiness
- Employee motivation
- Employee Ownership
- Employee Productivity
- employee recognition
- Employee Relations
- Employee Retention
- employee satisfaction
- employee self service
- Employee Survey
- employee team building
- employee trust
- Employee Voice
- employee well-being
- employee-centric
- employer
- employment
- employment compensation
- employment law
- Empowered People
- Empowerment tech
- Enablement
- enchantment
- Encoded
- Encouraging Creativity
- end
- Endineering
- endorsement
- Eng Tan
- engage
- Engage Customers
- Engage For Success
- Engage Your Customers
- Engage Your Employees
- Engaged Workforce
- engagement
- Engagement Marketing
- Engagement Platform
- engagement survey
- Engaging Customers
- engaging employees
- Engaging Works
- English Whisky Co.
- enjoyable
- eNPS
- enterasys
- enterasys networks
- enterprise
- Enterprise Collaboration
- enterprise engagement
- Enterprise Feedback Management
- Enterprise Management 360
- Enterprise Social Software
- Enterprise Software
- enterprising
- entertainment
- enthusiasm
- Entrepreneur
- Entrepreneurs
- Entrepreneurship
- Entrepreneurship Lesson
- Episerver
- EPL
- Eptica
- EQ
- equations
- equity
- Erasmus University
- Eric J. Hansen
- Eric Klimuk
- Eric Ries
- Eric Turkington
- Erica Volini
- Erika Brookes
- Erin Pepper
- Esalon
- ESG Research
- essentials
- established business
- Ethical Bias Testing
- ethics
- Ethnography
- Ethoca
- Europe
- Eva Klein
- evaluation methods
- Evan Carroll
- evangelist
- evangelists
- event
- everyone
- Everything Counts
- evolution
- Evolving World
- Ex Offenders
- example
- Excellence
- Excellence Now
- Excellent Customer Experience
- Excellent Customer Service
- Excellent Customer Services
- Exceptional Customer Experience
- Exceptional Customer Service
- execution
- executive
- executives
- exist
- existing businesses
- Existing customers
- Exl
- experience
- experience british airways
- experience design
- experience index
- experience journey
- eXperience Leadership
- experience management
- Experience Mindset
- experience starts
- Experiential Triage
- Experimentation
- Experimentation Works
- expert
- expert networks
- exposure hours
- Extended Service
- Extended Warranty
- extension
- extra mile
- extra product
- extreme
- Extreme Humanism
- Extreme Humanization
- EY Seren
- Ezcater
- Fabio Torlini
- Fabrice Martin
- Facebook Messenger
- facial recognition
- failure
- Failure Demand
- Fairness For All
- Faith
- famous
- Fanatical Support
- fandom
- Fanocracy
- Fashion Online Retailer
- fashion retail
- Fast Company
- fast fashion
- faulty towers
- FCA
- fear
- Feed.fm
- feedback
- Feedback Channel
- Feedback Process
- feedback survey
- feedback systems
- Fidelum Partners
- Field Service
- Field Service Management
- filling station
- film
- films
- Fin
- finance
- Financial Conduct Authority
- financial services
- Fiona Mcswein
- firefish
- First Class Customer Service
- First Class Service
- first direct
- first party data
- First Tech Credit Union
- Five hour work day
- Five Star Customer Service
- Fixing
- Fjord
- Fjuri Group
- flack
- Flawsome
- flexibility
- flexiprise
- fluidity
- focus on
- focused interview
- focusing
- for mobile
- Forbes.com
- forecasting
- forecasting sales
- Forethought
- Forge Forward
- Formal Complaint
- Formation.ai
- Formstack
- forrester
- forth metrics
- Forth Metrics Limited
- Fortuné Alexander
- fortune cookie
- forum
- foviance
- frackenstack
- Framework
- frank eliason
- FranklinCovey
- fraud
- Fred Aldous
- Fred Reichheld
- Fred Shilmover
- Frederic Laziou
- Freshdesk
- Freshworks
- Friction
- Friction/Reward
- frictionless experience
- friendliness
- Friendly Service
- frog solutions
- From Survival to Significance
- Frontline Staff
- fuels
- full engagement
- fullstack
- Fundera
- funding alternative to the banks
- fundraising
- Furman Transformation
- future
- Future Business
- Future Fit
- Future Fit leadership
- future leaders
- Future Models
- futures
- G Adventures
- G2 Crowd
- G2crowd.com
- Gain New Customers
- gainsight
- gallup
- game
- Gamification
- Ganesh Subramanian
- gap
- gardening
- Gareth Higgins
- Gareth Jones
- Gartner
- Gary Ambrosino
- gary burnison
- gary d. burnison
- Gary David
- Gary Miles
- Gary Vaynerchuk
- Gary Williams
- gathering feedback
- gatwick airport
- Gavin Neate
- gb
- GBK Collective
- GDPR
- Gecko
- Gemba
- gen AI
- Gen Z
- General Data Protection Regulation
- generation
- Generation Y
- Generation Z
- Generative AI
- Generosity
- Genesys
- Genius Bar
- Genuine Service
- Genworth Financial
- Geraldine Mcbride
- Gerry McGovern
- get closer
- get in game
- get satisfaction
- GetFeedback
- getting
- Getting Permission
- gifts
- GiG
- Gig CX
- Gig economy
- Girish Mathrubootham
- Girls In Tech
- Give a f*ck
- Giving
- Giving Feedback
- Gizlo
- Gladly
- Glance Networks
- Glassbox
- Glint
- Global Human Capital
- global system for mobile communications
- Go Social
- Goals
- Godin
- Godot Media
- going the extra mile
- going to the gym
- Goldfish
- Good Business
- good customer
- good customer service
- Good Gifts
- good ideas
- GoodGig
- Goodyear welt
- Gossip
- governance
- Government
- Grace Anderson
- Graeme Meikle
- grameen bank
- Grammarly
- Grammarly Business
- granny
- granny test
- grant leboff
- Gravity Payments
- great customer experience
- great customer service
- Great People
- great resignation
- Great Service
- Great Western Railways
- Greg Kihlström
- Gregg Johnson
- Grid
- Grit
- grocery market
- Group Acticall
- Grow The Pie
- grow your business
- growing business
- growth
- growth strategy
- gsm services
- guest post
- guide
- guiding lights
- guy kawasaki
- Guy Letts
- Guy Marion
- GWR
- Gympass
- Habituation
- Hagy
- handle customer complaints
- handling
- handling complaints
- Handwritten Cards
- happening
- Happiness
- Happiness At Work
- happy
- Happy Customer
- happy customers
- Happy Employees
- happy ltd
- Happy People
- hardcover
- harvard business review
- Harvard Business School
- Hate
- havana
- Havas CX
- Haven Life
- Hawksmoor
- hayek
- HBOMax
- headhunters
- healthcare
- heap
- heart
- heartificial empathy
- Hearts then charts
- hello
- hello products
- Help
- help business
- Help Customers
- Help Desk
- Help Scout
- help.com
- helpful
- Helping Customers
- helps
- Helpshift
- Henry Ford
- henry stewart
- Herb Kelleher
- Hey
- Hidden Cost
- High Performance Organizations
- High Quality Customer Service
- high tech
- high touch
- high-growth
- hilarious story
- Hilary Scarlett
- Hiut
- Hiut Denim Company
- Hold Time
- holiday season
- holocracy
- honest
- Honest Tea
- honesty
- honestyboxx
- hooked on customers
- Horatio CX
- hospitality
- hotel reviews
- hotels
- House of the customer
- how
- how to make
- How to Make a Million Before Lunch
- How To Wow
- How Trust Works
- Howies
- hr
- HR Acuity
- hr magazines
- hubspot
- Hudson Walker
- hug
- hug your customers
- Hug Your Haters
- Huggy
- Huggy Rao
- hugh anderson
- hugh macleod
- human
- human behavior
- Human Brand
- human business works
- human communication
- Human Contact
- Human Experience
- human interest
- Human Relationships
- human resource management
- Human Resources
- Human touch
- Human Voice
- human-centric
- Humility
- Humour
- Hunch
- hunches
- HundredX
- Hurricane Florence
- hybrid working
- hype
- hyper fan
- Hyper-Personalisation
- I'll Be Back
- Ian Ashby
- Ian Fitzpatrick
- ian mcgarrigle
- Ian Siegel
- ian williams
- ibm
- Icarus
- Iceland
- iCIMS
- Idea
- ideal world
- ideals
- Ideas
- Ideas For Business
- ideas for business growth
- Idrese
- Ignite
- ignore
- Ignore Your Customers
- ignoring
- Ikea
- Ilkley
- Ilkley Brewery
- Imagine What Would Happen
- immersive VR
- impact international
- Importance Of Customer Service
- Improve
- improve customer experience
- improve customer loyalty
- improve customer retention
- Improve Customer Satisfaction
- improve customer service
- Improve Customer Service Quality
- Improve Employee Engagement
- Improve Engagement
- Improve Performance
- improve response rates
- Improve Service
- Improve Your Business
- improve your customer service
- improve your marketing
- Improvements
- improving customer service
- improving employee
- Improving Performance
- In Search Of Excellence
- In The Chat
- Inbound Customer Service
- Inbound Marketer
- inbound marketing
- Inbound Marketing Automation
- incentive programmes
- inclusion
- Inclusive design
- Inclusivity
- inContact
- Increase Collaboration
- Increase Customer Loyalty
- Increase Customer Retention
- increase response rates
- increases customer
- increases customer business
- Increasing Employee Satisfaction
- Incremental Innovation
- indesign
- Industrial And Organizational Psychology
- industry
- Inequality
- Infiniti
- influence
- Influencer Marketing
- influences
- infographic
- infographics
- information
- information graphics
- initiative
- Injustice
- InMoment
- Innovation
- innovation and creativity
- Innovation Management
- Innovationbubble
- Innovative
- Innovative Services
- Innovator
- insight
- Insightsquared
- Inspire Your Employees
- Instant Messaging
- Instant Messaging Clients
- institute of customer service
- insurance
- Insurance Companies
- Insurance Firms
- integrated customer management
- Integrated Digital Marketing
- integrated marketing
- integrating socially
- intelligent automation
- Intelligent Voice
- Intelliresponse
- interaction analytics
- Interaction Metrics
- Interactive Voice Response
- Intercom
- interested
- interesting
- interflora
- Internal branding
- internal communications
- Internal Customer Service
- internal customers
- international
- International Content
- international economics
- International Womens Day
- Internet
- internet culture
- internet marketing
- internet memes
- Internet of Things
- Internet Privacy
- interview
- Interview Series
- interview with chris brogan
- Interview With David
- interviewing
- interviews with ceos
- intuitive design
- invention
- investment
- invitation
- invitations
- Invoca
- invoice
- involving
- IoT
- iphone
- ipsos
- irritation
- irritation curves
- IT service management
- Iterable
- iTouchVision
- ivr
- IWD 2024
- Jack Lewis
- Jack Springman
- Jacob Morgan
- james dodkins
- james freedman
- james lawther
- James Mcgourlay
- James Scutt
- Jamf
- Jamie Anderson
- Jamie Edwards
- Jamie Gilpin
- Jamie Smith
- Jan Jensen
- Jan Kodadek
- Jan Van Den Ende
- Jan Vels Jensen
- Janelle Estes
- Janelle Matthews
- Janine Hunt
- japan
- Jascha Kaykas-wolff
- Jason Andrew
- Jason Grier
- Jason Grills
- Jason Howard
- Jason Miller
- Jason Stockwood
- Jawad Malik
- Jay Baer
- Jay Wolcott
- JDID
- Jean-marc Robillard
- Jeanicka Rhey
- jeanne bliss
- Jebbit
- Jeff Bezos
- Jeff Gallino
- Jeff Nicholson
- Jeff Titterton
- Jeff Yasuda
- Jeni Rogers
- Jenn Graham
- Jennifer Welford
- Jeremiah Owyang
- Jeremiah Smith
- Jeremy Korst
- Jeremy Waite
- Jeroen Corthout
- Jerry Haywood
- Jess Stephens
- Jessica
- Jessica Groopman
- Jessica Hagy
- Jigsaw
- Jill Goodwin
- Jim Barnett
- Jim Davies
- Jim Dicso
- Jim Katzman
- jim prior
- Jim Tincher
- Jimmy Hosang
- jo
- jo causon
- Jo Taylor
- Joan Babinski
- joann
- job descriptions
- Joe Andrews
- Joe Macleod
- Joe Tyrell
- Joel Bailey
- Johan Treutiger
- John Devlin
- John Huehn
- John Jantsch
- John Lewis
- John Lewis Partnership
- John Marick
- John Samuel
- John Seddon
- John Sills
- John Spedan Lewis
- John Timpson
- jon
- jon brooks
- Jon Ferrara
- jon gordon
- Jon Picault
- Jonas Andrén
- Jonathan Allan
- Jonathan Furman
- Jonathan Lacoste
- Jonathan Rowe
- Jonty Pearce
- Joost Minnaar
- Jose Herrara
- Joseph Michelli
- Josh Chapman
- Josh Kaufman
- Joshua Feast
- joshua march
- Jouk Pleiter
- Journey
- journey analytics
- Journey Map
- journey orchestration
- Journey To Excellence
- Joyce Kim
- Juanita Coley
- Julia Ahlfeldt
- Julia Fabris McBride
- julian richer
- Julie Mcintosh
- Julie Miller
- julien smith
- Juliette Powell
- justin cooke
- Justin Vaillancourt
- Kalle Ek
- Kannetic
- Kansas Leadership Center
- Karen Jaw-madson
- karen millen
- karen millen black
- karl
- karl chapman
- Karma
- Karyn Anjali Glubis
- Katherine Kostereva
- Katherine LaVelle
- Katie Christian
- Katie Sekelsky
- Kayako
- Kayleigh Alexandra
- KCS
- Keep Customers
- Keeping Your Customers
- Keith Leimbach
- Keith Lewis
- Kelly Gregorio
- Ken Myers
- Ken Olisa
- Ken Robinson
- kenexa
- Kerim Akgonul
- kerry bodine
- Ketti Salemme
- Kevan Hall
- Kevin Kelly
- kevin kruse
- key
- Key Customers
- keynes
- keys
- Khoros
- king
- Kings Research
- Kinship
- Kirov Ballet
- kitchen table
- Kitewheel
- Kleiner Powell International
- Klout
- Know Your Company
- Knowbl
- knowled
- knowledge
- knowledge base
- Knowledge Base Management Software
- knowledge centred service
- Knowledge Management
- Knowledge Management Application
- Knowledge Management Software
- Knowledge Management Tools
- kobie
- Köln International School Of Design
- korn
- korn/ferry
- korn/ferry international
- Koru UX Design
- Kotinos Partners
- Kris Mckenzie
- Kura
- labor
- Labor History
- labour
- labour relations
- lack
- lagging indicator
- language
- Language Interpretation Services
- Language Solutions
- Lara Khouri
- Large language models
- Larry Skowronek
- Laura Bassett
- laura klein
- lauren
- lauren carlson
- Lauren Currie
- laurence buchanan
- Laurence Chami
- Lavi Industries
- law
- law firm
- law firms
- law society gazette
- laws
- lawyers
- Leader
- leader experience
- Leaders
- Leadership
- Leadership Capabilities
- Leadership Development
- Leadership Styles
- Leadership Team
- Leading Crm Software
- Leading Loyalty
- Lean
- Lean Data
- Lean Management
- Lean Manufacturing
- Lean Organization
- Lean Ux
- learn
- Learning
- Learning And Skills
- Learning Environments
- learning more
- Least viable tech stack
- Lee Cockerell
- Lee Evans
- legal
- legal firm
- legal industry
- legal marketing
- legal service providers
- legal services
- legal services firm
- legal services industry
- Lego Serious Play
- leisure
- Leisure Bikes
- Leon Gauhman
- Less Conversation
- lesson
- lessons
- Lev Lesokhin
- Level Of Customer Satisfaction
- Levi’s
- Lewis
- Lexie Lu
- Liat Bycel
- liberal
- liberal democrats
- liberal democrats leadership election
- Liberty Global
- Lidl
- life
- life insurance
- Lifesize
- lifetime value
- Likeable
- likeminds
- Likitha Andugula
- Limitless
- links
- Linn
- Lip Service
- listen
- listening
- listening exercises
- Listening Solutions
- Listening To Your Customers
- Lithium Technologies
- Little Annoyances
- Little Less Conversation
- Little Things Matter
- Live Chat
- Live Chat Support
- Livechat
- Liveops
- Livework
- Liz Graham
- Liz Wiseman
- Liza Smyth
- LLM
- Local authority
- local business
- local restaurant
- logical
- logo
- Lokesh Dadhich
- london
- London Business School
- london gatwick airport
- long term growth
- Long Term Stock Exchange
- longevity
- Lord Mark Price
- Los Angeles
- Losing Customers
- love
- lovethis
- low code
- Low Cost
- Low Cost Airlines
- low pay
- loyal
- Loyal Customer
- loyal customers
- loyalli
- loyalty
- loyalty business model
- loyalty card
- loyalty marketing
- loyalty program
- loyalty programme
- Loyalty Programmes
- loyalty schemes
- LTSE
- Luc Dammann
- Lucius Annaeus Seneca
- Luis Suarez
- lumbergh
- lund
- Lush
- Luxury Services
- Lydia Yang
- Lydiascapes
- Lyft
- M4 Comms
- machine learning
- Mads Fosselius
- Magic Circle
- magnet
- magnets
- Magnus Geverts
- Make work more fun
- Makes Mistakes
- making
- Making Assumptions
- Manage Change
- manage your team
- Managed By Morons
- management
- Management Approach
- Management Styles
- management training
- managing change
- Managing Culture
- Managing Customer Experience
- Managing Performance
- Managing The Customer Experience
- Mandisa Makubalo
- Maneesha Bhusal
- manifesto
- manifestos
- Manuel Grenacher
- margin
- marginal gains
- Mark Babbitt
- Mark Bower
- mark cavendish
- Mark Curtis
- mark earls
- Mark Earls (herdmeister)
- Mark Goldring
- mark graham brown
- Mark Hurst
- mark kermode
- Mark Lancaster
- mark mullen
- Mark Schaefer
- Mark Smith
- Mark Wilson
- market
- market monitor
- market research
- Marketing
- Marketing Asset
- Marketing Automation
- marketing budget
- Marketing Campaign
- Marketing Data
- Marketing Interview
- Marketing Lessons
- Marketing Performance
- Marketing plan
- marketing strategies
- marketing strategy
- Marketing Summit
- Marketing Techniques
- Marketing Tips
- marketing uk
- marketoonist
- marketplace
- Marsha Wright
- marshall
- Marshall School of Business
- Martha Brooke
- martha rogers
- Martijn Gribnau
- Martin Hill-wilson
- Martin Lucas
- Martin Schneider
- Mary Gober
- Mary Portas
- mass media
- Mastercard
- Matchtech
- Matchtech Group
- Matt Barnett
- Matt Brown
- Matt Dixon
- Matt Gorniak
- Matt Lautz
- Matt Nolan
- Matt Phillips
- Matt Roberts
- Matt Tenney
- Matt Watkinson
- Matt Wilson
- Matthew Nolan
- Matthias Maschke
- Matthias Murin
- Mattijs ten Brink
- maturity
- Maurice De Castro
- maverick
- Mbwa
- mcinnes
- Mckinsey & Company
- McorpCX
- measuring
- measuring customer satisfaction
- Medallia
- media
- media customer
- meeting
- Megan Stillerman
- megatrends
- Melvin Brand Flu
- mental health
- Mental Model
- Mention Me
- Mercedes Benz Usa
- Mercedes-benz
- Meredith Wood
- messaging
- Messy Middle
- Metapack Group
- metaverse
- MIcah Peterson
- Micah Solomon
- Michael G Bartlett
- Michael Haringman
- michael heppell
- michael hill
- Michael Hinshaw
- Michael McFarland
- Michael O'leary
- Michael R. Solomon
- Michael Ramsey
- Michael Redbord
- Michael Schneider
- Michael Sharkey
- Michael Solomon
- michel roux
- michel roux jr
- Michelle Huff
- micro journey
- Micro Startups
- Microsoft
- middle management
- middle office
- Migrant Workers
- Mike Cannon-brookes
- Mike Murchison
- Mike Perk
- Mike Upton
- Mikhail Naumov
- mikkel svane
- Mila
- Millennial
- Millennial Customer
- Millennials
- milton
- Mindful Presenter
- mindset
- Mindtickle
- minter dial
- Missed Delivery
- mission in a bottle
- Mistakes
- mistruths
- Mit
- Mitch Joel
- mitch kowalski
- Mitto
- Miva
- mixed messages
- ML
- mobile application
- mobile apps
- mobile devices
- mobile marketing
- mobile operator
- mobile phone
- mobile phones
- Mobile Proximity Marketing
- Mobile Support
- mobile technology
- mobile telecommunications
- mobiles
- Modern Office
- Modern Office Design
- Molly Flatt
- moment of truth
- Monica Higgins
- Monika Jo
- monitoring
- morale
- More Action
- More Agile
- more customers
- More Is More
- mori
- Morris Pentel
- Motion
- motivate
- motivate your employees
- Motivating Employees
- Motivation
- mouth
- mouths
- Moyez
- Mozilla
- mullen
- multi-lingual customer service
- Mursion
- Music Gear
- Musician
- my customer service
- my customers
- MyCustomer
- MyIT
- mystery shopping
- myths
- Mywave
- Nadia Ness
- Nakisa
- Nanorep
- Nate Sanders
- national customer service week
- Natural Science
- nCino
- Neatebox
- necessities
- necessity
- Needle
- Negative
- Negative Feedback
- Negative Impact
- Negative Review
- Neil Martin
- nervous
- Nest
- net promoter
- Net Promoter Score
- Netflix
- network
- network performance
- Networking
- networking events
- Neuroformed
- neuroscience
- Neville Hobson
- Nevilson Christian
- new business
- new customer
- New Customer Service
- New customers
- new ideas
- New Technology
- New York Stock Exchange
- New York University
- newsjacking
- Newvoicemedia
- Nexidia
- next best action
- Nextiva
- NextivaONE
- Nguvu
- NICE
- NICE CXone
- niche
- Nicholas Webb
- nick
- Nick Barlow
- Nick Chater
- Nick Clegg
- Nick Francis
- Nick Hague
- Nick Mehta
- Nick Misewicz
- Nick Webb
- Nicola Millard
- Nicolae Naumof
- Nienke Bloem
- Nike
- Nikhil Pereira
- Nikki Gatenby
- nikki haine
- 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
- Norwegian
- Not Listening
- nps
- Nps Score
- NTT
- Nudge
- Nudge Theory
- Nunwood
- O2
- Objectives and Key Results
- Occupop.
- Office Noise
- office space
- offshoring
- Ogilvy
- Ogilvy & Mather Uk
- Oisin Lunny
- OKR
- old brain
- Olof Schybergson
- Omni Channel Experience
- Omnichannel
- 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
- 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
- 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
- Pam Warren
- pandemic
- paradox of choice
- partnerships
- PARTTEAM & OEMKIOSKS
- party
- Pascal Van Opzeeland
- passenger experience
- passion
- Pat Carrigan
- Pat Lynch
- Patagonia
- patient experience
- Patients Experience
- patrick barwise
- Patrick Wall
- Paul Adams
- Paul Greenberg
- Paul Hague
- Paul Redmond
- Pauline Wilson
- Pay Increase
- Pay It Forward
- Paycor
- paying attention
- Peer-to-peer Lending
- Pega
- 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 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 Cross
- Peter Hunter
- Peter Kim
- Peter Kriss
- Peter Muhlmann
- Peter Shankman
- Pets At Home
- Phil Barden
- Phil Lewis
- philosophy
- phone
- Phone Apps
- phone calls
- Phone Conversation
- Phone Service
- phrases
- Pierce Buckley
- pillars
- Pim De Morree
- Pink Goldfish
- pipelinersales.com
- pitfalls
- Pitney Bowes
- places
- Planning
- Play
- Playaz Production Networks
- Player Experience
- Plum Voice.
- podcast
- Podcast Interview
- Podcasting
- Point Scale
- political brands
- politics
- politics of the united kingdom
- poor customer service
- poor service
- Popular Channels
- Positive Customer Experience
- Positive Customer Experiences
- 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
- pret a manger
- 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
- professional service firms
- profit
- profitable
- Programmatic Marketing
- programme
- progressive business
- Progressive organisations
- Promises
- Propellernet
- Property
- Property investing
- Prophet
- ProProfs
- prospecting
- prospective customers
- 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
- Pypestream
- qaalfa dibeehi
- Qmatic
- qualitative data
- qualitative research
- Quality
- quality assurance
- 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
- Rachel Neaman
- racism
- rackspace
- Radical Innovation
- Radical Transparency
- RAIN
- Rana el Kaliouby
- Rao
- rare
- RARE Business
- rare forum
- RARE Mainfesto
- rate increase
- rates drop
- Ray Biggs
- reach
- Ready
- real customer
- 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
- retain customers
- retained
- retaining customers
- retention
- retention marketing
- Revenue Growth
- Reverb.com
- Review Websites
- Reviews Online
- revolution
- Reward
- Rewards Programmes
- 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
- riverview law
- roaming
- Rob Brown
- Rob Goffee
- Rob Howard
- Rob Pace
- 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
- rules
- Running
- Ryan Cheyne
- Ryan Hollenbeck
- Ryan Mccarty
- Ryan McDonald
- Ryanair
- saas
- Saatchi & Saatchi
- Sabio
- sabio group
- sacred cows
- Sales
- Sales And Marketing Software
- Sales Performance Management
- sales process
- Salesflare
- salesforce
- salesforce.com
- Sam Boonin
- Sam Johnson
- Sam Richardson
- Sample Size
- sampling
- san antonio
- Sandra De Zoysa
- Sandra Thompson
- Sandy Rogers
- Sanish Mondkar
- Sanjay Brahmawar
- SAP
- Sap Fieldglass
- Sarah Metcalfe
- Sarah Robbins
- Sarah Wood
- 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
- Scourie
- Scourie Hotel
- Sdl
- Seamless Experience
- search
- search engine optimization
- Sebastian Henkes
- See You Tomorrow
- seedrs
- SeekThem
- self organising teams
- self scheduling
- self service
- selfridges
- Selling
- Semafone
- Sendoso
- Seneca
- Seneca The Younger
- senior executive
- Senior Leadership Team
- Serena Riley
- service
- Service as unusual
- service channel
- service contracts
- Service Culture
- service customer
- Service Design
- Service Design Firm
- Service Design Network
- Service Excellence
- Service Experience
- Service Guarantee
- service guy
- Service Hub
- service improvement
- service industries
- service industry
- service initiative
- service innovation
- Service Leader
- Service Model
- Service Opportunities
- service options
- service profit chain
- Service Quality
- service standards
- Service Story
- Service Strategy
- Service Support
- Service Training
- SERVICEBRAND
- Serviced Apartments
- ServiceNow
- Services Community
- Services Education
- services firm
- Services Marketing
- Services Organisation
- Services Organizations
- 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
- Share Your Story
- 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 Thorpe
- Simple Ideas
- simple rules
- simple steps
- Simple Survey
- simples
- SimpleTiger
- simplicity
- simplicity index
- simplification
- Simplr
- Simply Brilliant
- Simply Business
- Single Customer View
- sir terry leahy
- siri
- Sirte Pihlaja
- Sitel
- Sitespect
- six keys
- six thinking hats
- skepticism
- skill
- Skill Acquisition
- Skills
- Skills based model
- skills gap
- Skillshare
- Skyler Place
- Skype
- small batch coffee
- Small business
- Small Business Blog
- small business growth
- small business marketing
- Small Business Marketing Books
- Small Business Marketing Strategies
- Small Business Marketing Tips
- Small Changes
- smaller companies
- smart
- Smart Insight
- Smart Insights
- smartphone
- smartphones
- smashing magazine
- sme
- SMEs
- smm11
- Sms
- snake oil
- social
- social beings
- social business
- social commerce
- Social Community
- Social Competencies
- social crm
- social customer service
- social economy
- Social Employee
- social enterprise
- Social Enterprises
- Social Influence
- social information processing
- social issues
- Social Leadership
- Social Listening
- Social Media
- social media agency
- social media company
- Social Media Listening
- social media marketing
- social media strategies
- social media strategy
- Social Media Tools
- social network
- social networking
- social objects
- social psychology
- Social Selling
- social service
- Social Software
- social tools
- Social Transformation
- sociology
- software
- software advice
- Software AG
- Software Buying
- Software Market
- Software Reviews
- Software-as-a-service
- 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
- Southwest Airlines Business Model
- 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
- staffing
- staffing service
- stakeholder experience
- Stan Phelps
- stand out
- standing out
- Starbucks
- start
- starting at the beginning
- starts
- startupland
- statistical survey
- Stay Ahead
- Stay Relevant
- 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
- Storytelling
- strategic
- Strategic Alliance
- strategic management
- Strategic Planning
- strategies
- strategy
- strategy business
- Stratifyd
- strength
- Stride
- Striving Hard
- strong
- Strong Customer Authentication
- stronger
- Stronger Through Adversity
- 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
- Support Software
- Support Team
- Supportbench
- SupportLogic
- Sureflap
- survey
- Survey Customers
- Survey Fatigue
- Survey Methodology
- survey monkey
- Survey Responses
- survey results
- surveying
- Surveyme
- surveys
- Susan Ganeshan
- susanne jacobs
- Sussex Business School
- sustainability
- Sustainable Business
- sustainable growth
- Swati Kungwani
- Swedish
- sweet selection
- swimming against the tide
- Swisscom
- switching costs
- Sydney Brouwer
- syed hasan
- SYPartners
- System
- Systems Design
- Systems Thinking
- Tagpoints
- tail wagging
- tails
- Talent
- Talent Analytics
- Talent Management
- talk
- talker
- talking to customer
- Tango
- Tara DeZao
- Tara Kelly
- target market
- targets
- Tasha Reasor
- tazikis
- TCC
- Tcc Verizon
- team
- team building exercises
- Team development
- team focus
- team gb
- team sky
- Teams
- Teamsupport
- Tech Boss Lady
- Tech Mahindra
- Tech predictions
- Technology
- technology adoption
- technology for business
- technoolgy
- Ted Coine
- Telenet
- telephone tree
- telephony
- Telkom Indonesia
- Telstra
- Telus International
- 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
- Tom Watts
- 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
- Unruly Media
- 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
- Vanguard Consulting
- vanguard method
- vanity metrics
- Vasco Pedro
- Vasili Triant
- Verint
- Verint Systems
- Verizon
- Vht
- Victoria Wejchert
- video
- Video Course
- video games
- Viisi
- viral
- viral product
- viral videos
- virgin atlantic
- Virgin Atlantic Airway
- Virgin Holidays
- Virtual Assistant
- virtual business lifestyle
- 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
- Walker Sands Digital
- wall street journal
- Walt Disney
- Walter Flaat
- Warranty
- warren bennis
- Warwick Business School
- waste
- water
- Watermark Consulting
- Wayfair
- we make cool shit
- web 2.0
- web analytics
- web hosting
- weber shandwick
- webinar
- weboptimiser
- 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
- Workplace
- 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
- Wow Online
- Wow Service
- writing
- Writing A Blog
- Writing Tips
- Writing Well
- X Index
- xceptional
- Xenia Carr-griffiths
- XM Institute
- 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
- zara stores
- Zenarate
- zendesk
- zero party data
- Ziggurat
- Zimbra
- Zimbra Inc.
- Zingermans
- ZipRecruiter
- Zoho
- Zokri
- Zombie
- Zombie loyalists
- zone
- Zoom
- Zoom ceiling
- Zopa
- Zopa.com
- [24]7
March 13, 2024
March 13, 2024
Every now and again, I come across a piece of research that makes me want to pull my hair out. One such piece of research was […]
Do you like it?
February 23, 2024
February 23, 2024
In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […]
Do you like it?
February 14, 2024
February 14, 2024
How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security […]
Do you like it?