In this episode, I talk with my friend and former colleague, Ryan Hart about how to build anticipation for a great experience. Ryan highlights a great example of designing for anticipation from Development Bank of Singapore. After my conversation with Ryan, I share how building anticipation and setting expectations for the experience pairs well with creating surprise and delight moments during the experience and the best ways to plan for those surprise moments. Hint: It involves your employees.

Links:

Ryan Hart

Ryan's blog post on The Dawn of Anticipatory CX

How Emotions Are Made, by Lisa Feldman Barrett

The Power Of Moments, by Chip & Dan Heath

Full transcripts for all episodes are available at the accompanying CX Patterns Newsletter.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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