Thoughts

Ideas and perspectives on customer experience, behavioural science and understanding people.

CUSTOMER EXPERIENCE PRINCIPLE 1

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

16th January 2026
Why people struggle with change: Understanding the psychological friction that holds us back

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

15th January 2026
How Do You Build a Billion-Dollar Brand on Customer Experience Alone

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

18th September 2025
Short-term wins, Long-term losses: The Hyperbolic Discounting of modern marketing

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

26th August 2025
Inside the easyJet bag scandal: When does a nudge become a mugging?

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

22nd July 2025
The impact of uncertainty: What tariffs mean for customer experience and decision making

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

6th May 2025
You can’t automate empathy

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

15th April 2025
Harnessing the Fresh Start Effect in Customer Experience

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

6th February 2025