Perception is a comparison between what a customer received and what they expected. There are seven principles from behavioural economics that can change the experience without changing a single operational fact. When we talk about improving customer experience (CX), the conversation now almost always jumps to technology. New AI, a smarter platform, another channel. That instinct can be right, and it is a conversation we have with clients every day. But it can quietly skip over something cheaper, older and remarkably powerful: the way human beings actually make decisions. ….[READ]
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