The Psychology of Customer Experience - A chat with Puzzel

🎧 A new episode of Puzzel Talks is live: The Psychology of Customer Experience with me!

Ever wondered why some brands stick in your mind while others fade away? In this episode, I share my philosophy on CX, and why the balance between strategy and empathy matters more than most teams realise.

Rather than focusing on trends or tactics, we explore the human side of CX: emotion, memory, behaviour, and how organisational culture shapes everyday customer experiences - especially in contact centres.

Here’s what we covered:
🧠 CX-ISM: A philosophy for building purposeful, empathetic customer experiences
📊 The 3 S’s: Success, Satisfaction & Sentiment
🤝 The EX–CS Loop: how employee experience fuels customer success (especially in contact centres)
💬 The psychology of CX: memory, emotion, behaviour, and what really shapes loyalty

My insights are described as thoughtful, practical, and refreshingly human - making this a great listen for CX leaders, contact centre teams, and anyone passionate about experience design.

🎧 Tune in to the full episode here: https://lnkd.in/eZ5Mats3