Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights… all of the above is required to create an immersive and seamless experience for your customers.
The human mind can work in seemingly irrational ways; which the field of behavioral economics seeks to understand. While the term is new, the contributing fields are well established; the intersection of economics and psychology. Let’s take a look of some the psychological dynamics at work here and how they can be applied to the customer experience.