Member Since: 19th Jan 2018
Co-Founder of CX Lab - pioneering behavioural science in customer experience.
Co-founded CX Lab to bring a new approach to customer experience, one based on science and evidence rather than hype and rhetoric. Having spent many years as a marketing director and as a management consultant, we founded CX Lab to pioneer the use of behavioural science and biometrics in customer experience. Our approach starts with the core behavioural science concept that customers don't do what they say. Asking customers about the whats and whys of their experience doesn't get to the truth. We need to gain an understanding of the unconscious drivers of behaviour to design better customer experiences.
Co-Founder CX Lab
30th Jun 2020
Understanding human behaviour is never as straightforward as we would like. If humans were the conscious, rational decision-makers we once...Blog
25th Jul 2018
I’m not really one for a quote, especially those so called motivational ones that people put on their office walls and somehow expect their...Blog
16th May 2018
In the much-cited book Thinking, Fast and Slow by Daniel Kahneman he talks about how the brain works to create two selves, the experiencing...Blog
10th May 2018
Games People Play Your chance to take part in our simple yet ground-breaking experiment to further the understanding of human behaviour…...Blog