The Future of CX Lies in Science
On this episode, Amelia welcomes Colin Shaw, Founder & CEO of Beyond Philosophy LLC.
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Show Notes
On this episode, Amelia welcomes Colin Shaw, Founder & CEO of Beyond Philosophy LLC.
Colin discusses:
- The seven books he has authored on customer experience.
- The fact that customer satisfaction is the lowest it’s been in 17 years.
- How customer experience is going to become business as usual.
- How customer science will be the next wave.
- How what customers say and what they do can be completely different.
- Why extreme aversion is a natural human behavior.
- How most customers don’t clearly grasp their customer emotional data.
- How embracing behavioral science can lead to a higher net promoter score (NPS).
Colin Shaw - https://www.linkedin.com/in/colinrjshaw/
Beyond Philosophy LLC - https://www.linkedin.com/company/beyond-philosophy/
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