#designthinking

Read more about the article 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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Read more about the article 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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Read more about the article Stop Asking Customers What They Want
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Stop Asking Customers What They Want

Let’s challenge the traditional CX mantra of “listening to customers”, shall we? This article does just that, by showing why customers often can’t predict what they truly want. Drawing on insights from behavioral science, decision-making biases, and iconic business examples like Netflix, Apple, and Starbucks, this article explains why observing behavior, designing around human psychology, and testing new ideas drive innovation. CX professionals will learn practical tools to uncover unspoken needs and build loyalty beyond surveys.

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Read more about the article Strategic Design: The Key to Building a Successful Business & Captivating Customers with Prof. Jan-Erik Baars
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Strategic Design: The Key to Building a Successful Business & Captivating Customers with Prof. Jan-Erik Baars

The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT.…

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