The Power of Give to Get: How Reciprocity Shapes Our Actions
Does it happen to you that you go to the supermarket and feel attracted to a promotional test sample stand where they promote a brand of cheese, wine, or cookies? And…
Read articleIdeas & perspectives
The Wave
AI Transformation Can’t Happen Without Humans
A customer called and requested to return a product. The customer explained to Sue, the agent she was speaking with, that she needed to return a product that her husband…
Read article
The Experience of Scarcity: creating urgency and exclusivity
A couple of weeks ago one of my neighbors bought a brand new car – Kia Stinger. As is customary with guys I congratulated him on the new acquisition and exchanged a few…
Read article
Perspectives on the Starbucks beta-experience with Web3 and NFTs
Starbucks closed its Odyssey beta platform— a pioneering NFT-based rewards program, on March 31, 2024. Odyssey was launched as an innovative extension of the…
Read article
Sustainability Scope 3 – an opportunity for CX
CX professionals and sustainability experts should work together to improve the focus on Scope 3 emissions of their products and services. Scope 3 emissions are the…
Read article
Purpose, Values and Employee Engagement
How does a business ensure that its people are happy and willing to make that sacrifice for the greater good of the business? It helps and perhaps is even necessary…
Read article
Winning by Losing: Loss Aversion and the Endowment Effect
People hate losing much more than they like to win and like to keep to what they already have. Learn how to use these. Imagine that you are a sales agent selling home…
Read article
Rational vs Intuitive Systems: Which system are your customers using?
Think about the times you’ve been “of two minds” about something, whether it was about having a cake for dessert when you said to yourself that you’ll go on a diet or…
Read article
The Sustainability Revolution Will Not Be Televised
Are we experiencing sustainability as a revolution? In his book “ Revolutions: a very short introduction ”, Jack Goldstone points out that revolutions arise from a…
Read article
Deepfakes and Synthetic Media: the need to understand how we interpret our new reality
In the famous intro to the 1960s TV show, Twilight Zone , Rod Serling says “You are about to enter another dimension. A dimension not only of sight and sound but of…
Read article
Sustainable experience design: linking values & fashion
Sustainability encompasses both institutional responsibilities and personal choices, intertwining to shape a more eco-conscious society. The importance of individual…
Read article
Unveiling the Power of Behavior Science: Why You Should Dive into its Principles
As a freshman at university, one of my favorite classes was microeconomics. To this date, I remember learning about the price elasticity of demand. The basic premise is…
Read article