The Parasympathetic Brand
Explore how Polyvagal Theory redefines Customer Experience. Learn why “surprise and delight” can trigger stress responses and why a “Parasympathetic Brand” focused on safety and predictability builds deeper customer loyalty.
Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users
Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users This article was originally published in full on Eglobalis https://www.eglobalis.com/designing-cx-for-non%e2%80%91human-customers-ai-agents-apis-and-machines-as-users/ The Rise
The Power of the “Dead-End” Policy Audit
In the intersection of Customer Experience (CX) and Employee Experience (EX) lies a common friction point: the “Dead-End” policy. This article provides a deep dive into how legacy internal rules sabotage brand loyalty and drive employee disengagement. By implementing a Dead-End Policy Audit, leaders can identify the “Ivory Tower Effect” in their operations and replace rigid scripts with employee empowerment. Featuring a concrete 4-week implementation framework, this guide shows you how to reduce organizational friction and deliver the authentic, human-to-human service that modern customers demand.
Performance Metrics And KPIs Are Not Reality
This article deconstructs the “Cobra Effect” in modern business—the phenomenon where metric-driven incentives create the exact opposite of the intended result. Drawing on neuroscience, it explains how tying performance to rigid dashboards shifts the brain from the Executive Control Network to the Salience (Survival) Network, leading to “Cognitive Tuning” and dishonesty.
You will learn why empathy is a “biological luxury” that disappears when employees are under sympathetic nervous system stress, and how to conduct a “Metric Autopsy” to ensure your goals aren’t incentivizing “cobra farming” at the expense of true human connection.
How Habit, Not Loyalty, Drives Repeat Business in CX
This article explores how behavioral science and neuroscience explain repeat customer actions. It challenges the myth of customer loyalty by revealing how default settings, cognitive biases, and habit loops drive behavior more than brand love or emotional connection. Backed by research from McKinsey, Harvard, and behavioral economists like Thaler and Sunstein, the article provides actionable strategies for customer experience (CX) leaders to design smarter defaults and frictionless journeys that create true stickiness.
#HumanExperience , #CustomerBehavior , #Nudges , #BehavioralScience , #CXDesign , #TheH2HExperiment , #CustomerExperience , #DefaultBias , #cx
Psychological Safety in the Workplace and How it Can Impact CX
This article reframes psychological safety as a biological and nervous-system-driven state rather than a cultural slogan. Drawing on neuroscience, Polyvagal Theory, emotional contagion, and leadership psychology, it explains how a leader’s emotional regulation directly shapes team behavior, decision-making, and customer experience. Learn why comfort is not safety, how internal fear leads to broken promises, and what leaders can do to create environments where truth, trust, and great CX can emerge.
#HumanExperience #HX #Leadership #PsychologicalSafety #CustomerExperience #MakeWorkHuman #TheH2Hexperiment