CX Passport · 2026-05-12 · 35 min
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.
The One With The Last One? - E26228 / 100The One With Curious to Committed - Alyssa Nolte E261The One With Connective Core Communication - Melissa Bardsley E260The One With Fun As A CX Strategy - Claire Bristowe E258The One Where Everyone Should Have A Podcast - Greg Wasserman E257