SCI AL Alex Murphy · Bootcamp Behavioural science isn’t a trick. It’s the manual CX never opened. Without understanding the mechanism behind customer behaviour, every CX intervention is just guessing with a budget.
SOC SCI AL Alex Murphy · Bootcamp The metric that makes everyone comfortable is measuring the wrong thing. The quarterly review opens with the good news. NPS is at 42, up six points on last quarter. There’s a small round of nodding. Someone says…
AI ECO MDA AL Alex Murphy · Bootcamp FOMO is too soft a word for what’s driving your AI roadmap A board member asks the CEO what the organisation’s AI strategy is. There’s a pause. Not the thoughtful kind. The kind where everyone in…
MDA SCI AL Alex Murphy The peak-end rule is why your hold music matters more than your product Somewhere right now, a customer experience transformation is underway. It has a catchy name. The name has an acronym. The acronym is on a…
