THOUGHTS

Behavourial Science

Why We’re Measuring Everything Yet Understanding Customers Less

Behavourial Science, Customer Experience, Customer Experience Thinking, Customer Loyalty, CX, Data Management, Analytics & Insights

2nd July 2026
Why emotion is the hidden driver of customer loyalty

Behavourial Science, Customer Experience, Customer Experience Thinking, Customer Loyalty, CX

25th June 2026
The Connection Gap: Why modern customer experiences feel increasingly impersonal

Behavourial Science, Customer Experience, Customer Experience Thinking, Customer Loyalty, CX

18th June 2026
Will AI enhance or replace human connection?

AI, Behavourial Science, Customer Experience, Customer Experience Thinking, Customer Loyalty, CX

11th June 2026
Simplicity is the most underrated competitive advantage in business

Behavourial Science, Customer Experience, Customer Experience Thinking, Customer Loyalty, CX

4th June 2026
CUSTOMER EXPERIENCE THINKING – OUT NOW

Behavourial Science, Customer Experience, Customer Experience Lab, Customer Experience Thinking, Customer Loyalty, CX, Marketing

21st May 2026
Do customer personas still add value in 2026?

Behavourial Science, Customer Experience, Customer Experience Lab, Customer Experience Thinking, Customer Loyalty, CX, Marketing

18th May 2026
£400 million of friction

Behavourial Science, Customer Experience, Customer Experience Lab, Customer Experience Thinking, Customer Loyalty, CX, Marketing

17th April 2026
What the planning fallacy teaches us about customer experience

Behavourial Science, Customer Experience, Customer Experience Lab, Customer Experience Thinking, Customer Loyalty, CX, Marketing

26th March 2026
CUSTOMER EXPERIENCE PRINCIPLE 8

Behavourial Science, Customer Experience, Customer Experience Lab, Customer Experience Thinking, Customer Loyalty, CX, Marketing

6th March 2026
CUSTOMER EXPERIENCE PRINCIPLE 7

Behavourial Science, Customer Experience, Customer Experience Lab, Customer Experience Thinking, Customer Loyalty, CX, Marketing

27th February 2026
CUSTOMER EXPERIENCE PRINCIPLE 6

Behavourial Science, Customer Experience, Customer Experience Lab, Customer Experience Thinking, Customer Loyalty, CX, Marketing

20th February 2026