Voices of CX · 2022-11-14 · 39 min
This week, I had the pleasure of speaking with Kristen Berman. She’s a behavioral scientist, CEO, and co-founder of Irrational Labs, helping teams apply behavioral design research to their products and services. We covered multiple ways to think about behavior design, like studying the physical environment in which decisions are made, resolving conflicts with established metrics, and mapping customers’ path to your desired behavior using what Kristen calls “getting uncomfortably specific”. Long-time listeners know that any day I get to geek out about behavioral design with an expert is a good day, so naturally, this episode was as fun as it was educational. Enjoy! About Kristen Berman Kristen is the co-founder of Irrational Labs, a behavioral economics product design company, with author and professor Dan Ariely. Irrational Labs has worked with hundreds of companies to increase the health, wealth, and happiness of users. Kristen also co-founded Common Cents Lab, a Duke University initiative dedicated to improving the financial well-being for low to middle Americans.
Writing the Blueprint for Customer Obsession: Marbue Brown - S10E867 / 100B2B Content Marketing with a Growth Strategy: A. Lee Judge - S10E7CX Professionals Worldwide Get Back to Basics: Rick Denton - S10E6Why Setting Guest Expectations is a Huge Challenge for Hospitality: Mike Kuenne - S10E4Design Thinking at the Agency Exporting Silicon Valley: Marcela Lay - S10E3