AI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap Originally published on Eglobalis: https://www.eglobalis.com/ai-in-cx-is-not-the-problem-escalation-failures-are-the-real-trust-gap/ Why trust in AI-driven CX is breaking now Business buyers…
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
Introducing the Emotional Impact Score (EIS), a new customer experience metric that goes beyond NPS and CSAT to measure how interactions truly make customers feel. Backed by behavioral science, emotional granularity, and the peak-end rule, EIS helps companies uncover hidden drivers of loyalty, reduce negative emotions, and design experiences that customers remember and return for. Learn more about it in this article!
In Who Moved My Customer?, Joao Pereira explores how customer behavior evolves faster than most companies can adapt. Using insights from behavioral science, nudge theory, and habit design, this article reveals why loyalty is a daily choice, not a lifetime guarantee. Learn how to spot early signs of customer drift, reduce friction, and keep your brand experience fresh so customers stay engaged before they wander to competitors.
Many companies rush to fix their chatbots without addressing the real issue: broken internal communication. In this practical and provocative article, discover how poor knowledge flow, inconsistent policies, and siloed updates silently sabotage customer experience. Learn how to audit your internal systems, streamline information sharing, and create a reliable knowledge architecture that empowers employees and improves automation results. Fix your internal comms—then your chatbot will finally work.
Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution A Brief Introduction to the Origins of Personalization The concept of personalization in marketing took…
Why traditional journey maps don't capture real customer behavior Are you tired of the old, predictable customer journey maps that fail to reflect how people actually behave? Discover the engaging world of Journey Mapping 2.0, where paths are no longer linear but adaptive, reflecting the chaos and complexity of real human emotions and behaviors. Dive into this transformational approach and learn how you can design better experiences by understanding the true, unpredictable nature of customer journeys. Ready to embrace the mess and craft journeys that resonate with reality? Join us in exploring this innovative and exciting perspective.