Jun 29, 2024
This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and...
Jun 22, 2024
Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic.
For example,...
Jun 15, 2024
Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they're being unfairly charged. Surge pricing is a specific flavor of...
Jun 8, 2024
Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes.
Today's discussion highlights why understanding the customer’s mood and...
Jun 1, 2024
This has been created in partnership with NICE.
AI is a significant development in experience management, but many
organizations need help with its implementation. While
experimenting with AI, like ChatGPT, offers a glimpse of its
potential, it's challenging to understand how AI fits into the
broader tech stack and...