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In the second part of his interview with Albert Evans of ContactEngine, Stephen asked Albert for some more detail on how behavioural science can play a part in the customer experience. They talked about the importance of testing, the power of details in the experience, and how to know when to stop.
You can read Albert’s articles for Customer Insight magazine here.
We mentioned the MINDSPACE framework from the Behavioural Insights Team, and the classic paper “Why Most Published Research Findings Are False” which covers issues such as the file drawer problem and p-hacking.
In the second part of his interview with Albert Evans of ContactEngine, Stephen asked Albert for some more detail on how behavioural science can play a part in the customer experience. They talked about the importance of testing, the power of details in the experience, and how to know when to stop.
You can read Albert’s articles for Customer Insight magazine here.
We mentioned the MINDSPACE framework from the Behavioural Insights Team, and the classic paper “Why Most Published Research Findings Are False” which covers issues such as the file drawer problem and p-hacking.