Welcome to our first episode of The Customer Experience Series where we explore how to bring behavioural science into your customer experience. In this episode, our speakers from GoBeyond speak to Nicki Houghton on how businesses have started to apply behavioural science principles to customer experience in order to improve their services and products.
During their discussion, it was noted how businesses can apply behavioural science to customer experience through multiple methods that influences one's decisions. One such example was the use of nudges which are subtle cues which encourages an individual to make a certain decision. Research has shown that customer behaviour can be influenced by a variety of factors, such as social norms, emotions, cognitive biases, and environmental cues. By understanding these factors, businesses can design their customer experience to encourage positive behaviours and improve customer satisfaction.
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Ep 172: Journey to Sustainable Finance - Featuring Yuki Yasui, Managing Director, Asia Pacific Network, GFANZ
Ep 171: Lessons Learnt From Building and Scaling Tech in Asia - Featuring Nawaz Imam, Group Head of Corporate Development, MoneyHero Group
Ep 170: The Era of Educational Travel - Featuring Sophie Hughes, Head of Business Development, Lightfoot Travel
Ep 169: Bridging the Sustainability Gap: Driving Sustainable Transformation – Featuring Brendan May, Chairman and Founder, Robertsbridge
Ep 168: Redefining Education: Fostering Global Citizens, Embracing Change, and Prioritising Wellbeing - Featuring Ceri Jones, Headmaster, Caterham School
Ep 167: In Conversation with Baroness Neville Rolfe DBE CMG
Ep 166: Talent Acquisition and Retention: Challenges and Opportunities for SMEs - Featuring Steve McArthur, Managing Director/Resident CHRO at Insights & Solutions Asia
Ep 165: The Role of Financial Institutions in Driving Climate Action: Featuring Søren Nikolajsen, Chief Executive Officer, Asia Pacific at NatWest Markets
Ep 164: Leadership and Workplace Culture Featuring Elizabeth Bradford, Managing Director, Wholesale Banking, HSBC
EP 163: Technology Keeping Us Safe Online
Ep 162: In Conversation - Foreign, Commonwealth & Development Office, Minister of State (Indo-Pacific), Rt Hon Anne-Marie Trevelyan MP
Ep 161: The Customer Experience: Benefit from new behavioural science practice at Gobeyond Partners
Ep 159: IWD Special: Driving for diversity and having a voice for equity
Ep 158: IWD Special: Embracing equity and closing the gender gap
Ep 157: Marketing Movers & Shakers - Collinson
Ep 156: Understanding the World of Fraud and Scams
Ep 155: Sustainability Ambassadors from Dulwich College (Singapore)
Ep 154: Journey to Sustainable Finance, Joost Bilkes, Head of Impact Advisory Services, Credit Suisse
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