The Role of Perception and Expectations in Customer Experience

This episode is definitely different!

Gary David, PhD, is a professor of sociology and a conversational analyst.

On this episode:

• What his dissertation research at an immigrant-owned liquor store in downtown Detroit taught him about making emotional connections despite contentious social constructs
• We take a look at the role expectations play in the customer experience and how those expectations are not just formed by a customer's experience with your brand.
• We look at "the collective," how our experience gets shaped differently when we experience things with others.
• We consider Gartner's definition of customer experience that underscores the importance perceptions and feelings play in CX. Gary has a slightly different spin on that.

A fascinating episode that will definitely provide some new learnings.

Meet Gary

Gary David is a Professor of Sociology and Experience Design at Bentley University. He also is a professional speaker and consultant focusing on creating workplace communities and connected environments, DEI & Belonging, and experience design and alignment. He is co-host of Experience by Design podcast, where he and co-host Adam Gamwell "explore experience designs of all kinds." He also livestreams on Twitch as "ProfessorEXP", where he leads discussions on current events, culture, business, digital entertainment, and design.

https://www.experiencexdesign.com/episodes

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