A Mindful Experience: Using Brain-Based Science to Improve Your Customer Experience
We all know that to be successful in business today, we need to create frictionless, useful, remarkable, impactful customer experiences. This means creating an experience that is more than just pretty design. There is a lot to consider - from ease of use to accessibility of information, speed, aesthetic appeal, you name it. While these are all important considerations, they tend to overshadow the most important factor in that experience - the human behind it.
Cognitive psychology and neuroscience play a critical role in CX. To truly understand the customer for which you’re designing the experience, you must know and understand the positive and negative triggers that contribute to a good or bad experience, and then you must integrate these learnings into your CX strategy.
To help companies better understand brain-based science and how to utilize it to improve CX, Lori Kirkland, Universal Mind’s Vice President of Experience Transformation, is presenting ‘A Mindful Experience: Using Brain-Based Science to Improve Your Customer Experience’ at a CXPA (Customer Experience Professionals Association) event in Columbus on Wednesday, November 2, 2016, 5:30-7:00pm at the Columbus Metropolitan Library.
Attendees will gain:
- Understanding of simple brain-based models to immediately impact your business.
- Actionable steps to make small and large changes to the language, approach, and results of an experience.
- Tactics to incorporate the Human X (HX) – “the feeling, thinking, and doing” aspect of the customer helps to improve the overall CX and move you through the CX continuum.
Lori Kirkland is the Vice President of Experience Transformation at Universal Mind. Lori’s neuroscience background combined with 18 years in software allows her to offer strategic solutions to complex experience problems. As a Certified Customer Experience Professional, she helps companies transform their digital landscape to create a unified customer experience (CX) across all platforms. With a strong focus on the humans involved, Lori helps companies create a vision and provides the strategic roadmap to get there. She is an author and speaker promoting leading trends in CX, as well as an avid contributor to the CX community. Lori was named a 2016 “Who’s Who in CX” by CX Professionals Association.
We hope to see you at the event!