What's on your mind? Let CX Passport know...

What your customers feel in the moment and what they tell you later are two different things. Dr. Laura Beavin-Yates has spent years measuring the gap ... and the science behind it will change how you think about experience design.

What you'll learn in this episode:
-Oxytocin isn't the love hormone - it's the meaning hormone, and it fires in negative experiences too.
-Post-experience surveys don't measure the experience. They measure memory, filtered through whatever mood the customer is in three days later.
-Brain synchronicity means a fully immersed contact center agent pulls the customer in with them.
-Six moments of full oxytocin release per day predicts whether a person reports thriving - not just coping.
-Biometric data can be anonymized and still tell you everything you need to know about what your customer actually felt.

CHAPTERS
00:00 Oxytocin and what meaningful connection actually means
03:08 Negative experiences and how the brain stores them
06:17 Measuring oxytocin without a needle - 20 years of research
08:56 Why post-experience surveys miss the real story
13:32 Practical CX applications - resorts, stadiums, contact centers
16:24 Employee experience and brain synchronicity
18:08 First Class Lounge
23:27 Neuroscience, neuro marketing, and CX - the connective tissue
27:15 Privacy, anonymization, and the ethics of biometric data
31:09 The Six app and six moments for thriving
33:43 Where to find Laura and Immersion

Guest Links
LinkedIn: https://www.linkedin.com/in/laura-beavin-yates/
Immersion: https://www.getimmersion.com/

Related Episode
The One With The Magic...Really!...The Orlando Magic! - Katie Miller E23: https://www.cxpassport.com/1736603/episodes/8911630

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).