September 3, 2026
Today’s episode of the Punk CX podcast features a chat I had with Ricardo Semler, a champion of radical, employee-friendly corporate democracy, a vision he successfully […]
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- Nadine Macklin
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- Nakisa
- Nanorep
- Naomi Rankin
- Natasha Ratanshi-Stein
- Nate Sanders
- national customer service week
- Natural Science
- nCino
- Neatebox
- necessities
- necessity
- Needle
- Negative
- Negative Feedback
- Negative Impact
- Negative Review
- Neil Letchford
- Neil Martin
- nervous
- Nest
- net promoter
- Net Promoter Score
- Netflix
- Netigate
- 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
- Newsletter
- Newvoicemedia
- Nexidia
- next best action
- Nextiva
- NextivaONE
- Nguvu
- NICE
- NICE 1CX
- NICE CXone
- NiCE World London
- niche
- Nicholas Webb
- nick
- Nick Barlow
- Nick Chater
- Nick Clark
- 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
- Nikola Mrkšić
- Nikolaus Kimla
- Nilofer Merchant
- Nimble Inc.
- Nina Caruso
- 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
- Openreach
- 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
- Oru Mohiuddin
- 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
- Pasquale DeMaio
- 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
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- 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 Lacroix
- Peter Muhlmann
- Peter Shankman
- 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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- 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
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- Powerhouse
- PPR
- pr
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- Practical Guide
- practice guide
- practice of law
- pragmatism
- Prashaant Huria
- Prashanth Krishnaswami
- Prayag Narula
- predictable AI
- Prediction
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- Preferred Channel
- Premier League
- prepaid mobile phone
- pret
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- PRFAQ
- pricing
- primacy effect
- Principality
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- 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
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- Programmatic Marketing
- programme
- progressive business
- Progressive organisations
- Promises
- Propellernet
- Property
- Property investing
- Prophet
- ProProfs
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- 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
- QA
- qaalfa dibeehi
- Qmatic
- qualitative data
- qualitative research
- Quality
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- Quality Customer Service
- Quality Management
- Quality Management System
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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
- Rachel Bridge
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- racism
- rackspace
- Radical Innovation
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- RAG
- RAIN
- Raju Vegesna
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- Rao
- rare
- RARE Business
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- rate increase
- rates drop
- Ray Biggs
- Ray Gerber
- RCS
- reach
- Ready
- real customer
- Real Time Feedback
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- rear view mirrors
- rearview mirror
- rearview mirrors
- Rebecca Martin
- Rebecca Miller
- reboot
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- recent interview
- Recession
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- Reckitt
- recognition
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- Recruiting Methods
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- Red Goldfish
- Reduce Turnover
- referral
- referrals
- referrer
- refers
- reflections
- regal.io
- Reinvention
- relation
- relations
- relationship
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- relay race
- relevance
- Remote employees
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- renew
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- report
- report writing
- 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
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- Rest
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- retail
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- retail week
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- retain
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- Retrieval-Augmented Conversation
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- Rev Ops
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- Reverb.com
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- Reward
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- riad dar mimouna
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- Rob Brown
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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
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- Rooms
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- Rory Sutherland
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- Round pyramid
- Roxie Strohmenger
- RPA
- rubbish
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- rule
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- run time
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- Ryan Cheyne
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- saas
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- sacred cows
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- Sales
- Sales And Marketing Software
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- Salesflare
- salesforce
- salesforce.com
- Sam Boonin
- Sam Johnson
- Sam Richardson
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- Sameer Ahmed Khan
- Sample Size
- sampling
- Samsung
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- san antonio
- Sanas
- Sandra De Zoysa
- Sandra Thompson
- Sandy Rogers
- Sanish Mondkar
- Sanjay Brahmawar
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- SAP
- SAP CX
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- Sara Richter
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- Satish Barot
- save a million hours
- SCA
- scale
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- schemes
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- science
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- Scott Addington
- scott gould
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- Scourie
- Scourie Hotel
- Sdl
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- search
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- Sebastian Henkes
- See You Tomorrow
- seedrs
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- service
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- SERVICEBRAND
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- serviceMob
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- seth
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- shackled by the skills gap
- Shafqat Islam
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- share love
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- showrooming
- Sid Banerjee
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- smart
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- smartphone
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- social
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- Sol
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- Some Tips
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- Stickiness
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- structured data
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- success
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- Susan Ganeshan
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- temkin
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- thank you
- The Age Of Agile
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- The Co-operative Bank
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- the customer
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- The Customer Experience Professionals Association
- The Dark Side of CX
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- The End of The Boss
- The Excellence Dividend
- The Falcon Lab
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- The Financial Times
- the firm
- The First Word
- The Fortune Cookie Principle
- The Foundation
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- The Future of Storytelling
- the greatest
- The Grid
- The Icarus Deception
- the impact equation
- the institute
- the internet
- The Intuitive Customer Podcast
- The JOLT Effect
- the link
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- The Modular Analytics Company
- the most
- The New Chameleons
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- The Personal Mba
- The Power of Instinct
- The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You
- The Purposeful Culture Group
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- The Ready
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- the who
- their customers
- themes
- TheyDo
- Think Customers
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- Thinking
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- This Is Marketing
- Thom Gruhler
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- Thunderhead
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- Tiffani Bova
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- time
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- tips
- Tk Maxx
- TMAC
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- Todd Eby
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- Top Tasks
- Total Experience
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- Touchpoint
- Tove Kjellén
- Tower Magazine
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- TP
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- training company
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- transport
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- treat
- treats
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- trendwatching
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- trust
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- Trustpilot
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- TSB
- Tue Martin Berg
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- Turnover
- Turnover Rate
- tv adverts
- tweet
- twelve
- Twilio
- Twilio SIGNAL London
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- Ty Givens
- types of customers
- Ubiq Bi
- UCaaS
- Ujet
- uk
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- Unbabel
- unconditional service guarantees
- Unconscious Bias
- uncrowd
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- Unemployment
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- unified desktop
- Unilever
- united airlines
- united breaks guitars
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- University of Arkansas
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- Upshot.ai
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- us
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- usability
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- vala afshar
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- vanguard method
- vanity metrics
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- Vht
- Victoria Wejchert
- video
- Video Course
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- Viisi
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- VoC
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- Volatility
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- VRx
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- vulnerable customers
- W. Edwards Deming
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- we make cool shit
- web 2.0
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- Website
- website content
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- WelcoMe
- well being
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- wendy lea
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- wfm
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June 29, 2026
June 29, 2026
Last week I was at an event in Glasgow that featured a number of presentations by professionals in the contact centre space. One presenter shared data […]
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May 18, 2026
May 18, 2026
Republishing here the latest edition of my monthly newsletter on LinkedIn (The Punk CX Dispatch – Insights from the frontlines for those ready to smash the […]
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March 2, 2026
March 2, 2026
I recently delivered a keynote at a leadership kick-off meeting in Birmingham about how to deliver Wow! service and a standout customer experience. One of the […]
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