Auteur: Joao Pereira

Deze auteur heeft geschreven 78 artikelen
Lees meer over het artikel The Attention CX Collapse: Competing in a 7-Second Economy
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The Attention CX Collapse: Competing in a 7-Second Economy

he Attention Collapse: Competing in a 7-Second Economy explores how attention scarcity is reshaping customer experience. Drawing on research from Microsoft, Stanford University, McKinsey, Forrester, Qualtrics, and Harvard Business Review, this piece unpacks the neuroscience behind focus, multitasking, and cognitive overload. It shows how modern CX design must evolve from capturing attention to caring for it — creating slower, deeper, and more meaningful interactions that build emotional trust in a distracted world.

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Lees meer over het artikel The Choice Overload Syndrome: Why Too Much Freedom Feels Like Chaos
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The Choice Overload Syndrome: Why Too Much Freedom Feels Like Chaos

The Choice Overload Syndrome explores how too much freedom in customer experience leads to cognitive fatigue and emotional disconnection. Drawing on Barry Schwartz’s The Paradox of Choice and research from McKinsey, Forrester, Qualtrics, and Harvard Business Review, this piece shows how overchoice reduces satisfaction, trust, and loyalty. Learn how brands can use behavioral science and experience design to reduce decision fatigue, guide customers intelligently, and replace complexity with clarity.

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Lees meer over het artikel When Customer Empathy Becomes Manipulation
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When Customer Empathy Becomes Manipulation

This article explores the fine line between customer empathy and manipulation in modern CX. Using psychology, philosophy, and real-world examples, it explains how brands sometimes use emotional insights to push sales instead of building trust. The article argues for ethical empathy — designing long-term, win-win relationships that balance sustainable profitability with genuine customer care.

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Lees meer over het artikel The Forgotten Customers
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The Forgotten Customers

Joao Pereira highlights the hidden risk of the “silent middle” in customer experience — those who neither complain nor praise. This article explores the psychology of disengagement, why silence signals indifference rather than satisfaction, and offers concrete tools for CX leaders to detect and re-engage forgotten customers before churn happens.

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Lees meer over het artikel Satisfaction Metrics Are Killing Innovation
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Satisfaction Metrics Are Killing Innovation

In this article, we argue that traditional satisfaction metrics like CSAT and NPS trap companies in the safe middle ground, rewarding predictability over bold innovation. Drawing on behavioral science, philosophy, and a fictional airline case study, this article shows why satisfaction is a ceiling, not a launchpad — and how CX leaders can measure emotion, memory, and loyalty behaviors to create experiences that are memorable, meaningful, and truly differentiating.

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Lees meer over het artikel Are Loyalty Programs Bribes in Disguise?
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Are Loyalty Programs Bribes in Disguise?

This article argues that most loyalty programs are transactional bribes disguised as relationships, built on discounts and points rather than a true connection. Drawing on behavioral science and customer experience insights, this article critiques traditional schemes and offers a new path to loyalty through trust, identity, belonging, and purpose-driven engagement that adds real value to the customer-brand relationship.

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Lees meer over het artikel CX Theater: Why Companies Pretend to Care
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CX Theater: Why Companies Pretend to Care

In this article, the illusion of CX Theater is exposed, where companies rely on scripted empathy, endless surveys, and glossy touchpoints without real change. We explore why businesses fall into the trap of optics over substance, the hidden costs of pretending to care, and how leaders can dismantle the theater by empowering employees, fixing backstage processes, and building authentic customer experiences rooted in trust and action.

Lees verderCX Theater: Why Companies Pretend to Care