#experienciadelcliente

Read more about the article Psychological Safety in the Workplace and How it Can Impact CX
posts header on Linkedin and ECXO 3

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

Continue ReadingPsychological Safety in the Workplace and How it Can Impact CX
Read more about the article The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction
posts header on Linkedin and ECXO1

The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction

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!

Continue ReadingThe Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction
Read more about the article Who Moved My Customer?
posts header on Linkedin and ECXO

Who Moved My Customer?

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.

Continue ReadingWho Moved My Customer?
Read more about the article Fix Your Internal Communication Before You Fix Your Chatbot
posts header on Linkedin and ECXO

Fix Your Internal Communication Before You Fix Your Chatbot

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.

Continue ReadingFix Your Internal Communication Before You Fix Your Chatbot
Read more about the article Customer Journey Mapping 2.0: From Linear Fantasy to Adaptive Reality
posts header on Linkedin and ECXO

Customer Journey Mapping 2.0: From Linear Fantasy to Adaptive Reality

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.

Continue ReadingCustomer Journey Mapping 2.0: From Linear Fantasy to Adaptive Reality
Read more about the article Welcome to the HX Revolution – The Future of Business Transformation Starts Here
posts header on Linkedin and ECXO

Welcome to the HX Revolution – The Future of Business Transformation Starts Here

The HX Revolution is Here – Are You Ready? - 70% of business transformations fail. - 85% of employees are disengaged. - Only 23% of employees believe their leaders actually care. Let’s be honest—most businesses are stuck in the past. They optimize processes, restructure teams, and implement new technologies… but still struggle with the same issues. Why? Because they ignore the real driver of transformation—Human Experience (HX). You can’t change a business unless the people inside it evolve too. This is why I’m launching The HX Revolution, a series diving deep into: - How HX is different from CX & EX (and why it matters). - The psychology & neuroscience behind real transformation. - Why personal growth is the foundation of business growth. - Practical strategies for embedding HX into your company culture. If you want to future-proof your organization, start with the people. The first article is live now! Let’s discuss: How does your company approach human experience? #HumanExperience #HX #H2H #TheH2Hexperiment #CX #EX #BusinessTransformation #Leadership #FutureOfWork #Psychology #Neuroscience #Innovation

Continue ReadingWelcome to the HX Revolution – The Future of Business Transformation Starts Here