The Science Behind CX

CX leaders need a few psychology lessons. [CMSWire]() Editor's Note ["The science and psychology of consumer behavior are becoming more important to brands as they seek to better understand their customers. Big question? How do you build emotional connections with customers?"]( article]( — Dom Nicastro, CMSWire managing editor. Connect with Dom on all things CX. [Hit me up]() Top Articles of the Week [Psychology and Science Behind Modern Customer Experience]() [Psychology and Science Behind Modern Customer Experience]() Creating experiences that meet customers' cognitive and emotional needs can inspire a sense of belonging and understanding and strengthen brand connection. [Why Did Carvana Fail the Online Game?]() [Why Did Carvana Fail the Online Game?]() Once the golden child of ecommerce, Carvana’s failure should serve as a cautionary tale for online retailers. [The Importance of the Human Touch in Digital Transformation]() [The Importance of the Human Touch in Digital Transformation]() Even in a world full of digital touchpoints, we are often left yearning for a human connection. [James Kim: Digital Experiences Shape Customer Experience]() [James Kim: Digital Experiences Shape Customer Experience]() It’s easy to make an experience that is complicated and robust. It’s hard to make an experience that is simple and intuitive. [New Time Dimensions Metrics in GA4 Enable Enhanced CX Analysis]() [New Time Dimensions Metrics in GA4 Enable Enhanced CX Analysis]() Google Analytics 4's new metrics can reveal more nuanced, time-dependent insights. [CMSWire Contributor Q&A With Kathleen Schaub: People Side of Marketing and AI]() [CMSWire Contributor Q&A With Kathleen Schaub: People Side of Marketing and AI]() CMSWire Managing Editor Dom Nicastro catches up with CMSWire Contributor Kathleen Schaub on the human side of AI in marketing. [Amid Controversy, Will Marketers Change Their Influencer Game?]() [Amid Controversy, Will Marketers Change Their Influencer Game?]() With a spate of backlash against certain celebrity social media influencers, what can marketers learn about influencer-branding? [Get Phygital and Tone Your Customer Experience]() [Get Phygital and Tone Your Customer Experience]() How brands can embrace the phygital to improve the customer journey. [Why Silicon Valley Didn’t Anticipate the COVID Comedown]() [Why Silicon Valley Didn’t Anticipate the COVID Comedown]() Tech CEOs are laying off workers after predicting their COVID surges would persist. Here’s how they got it so wrong. [The Art of the Smart ABM Scale]() [The Art of the Smart ABM Scale]() How to get your organization to scale ABM in 2023. [Improving Products Through Community Engagement]() [Improving Products Through Community Engagement]() So you're building a community. Excellent. Are you leveraging the feedback so customers know they're providing value? [3 Customer Personalization Paths for Brand Growth]() [3 Customer Personalization Paths for Brand Growth]() There are many ways to get to the personalization promise land. Here are three paths to consider. [View all recent articles]() Featured Research [Should Loyalty Metrics be Reassessed Post-Pandemic?]( [Better Than Average CX: How to Wow Your Customers]( [Should Loyalty Metrics be Reassessed Post-Pandemic?]( [The ROI of Customer Portals in Manufacturing}]( [The ROI of Customer Portals in Manufacturing]( [In Data We Trust]( [Better Than Average CX: How to Wow Your Customers]( [In Data We Trust]( Featured Sponsored Article [The Modern Age of CX Messaging: 4 Key Changes]( A new report from Kustomer explores changes in the customer experience landscape. Brands must change the way they communicate now to prepare for the future. [Read Now]( [The Modern Age of CX Messaging: 4 Key Changes]( A new report from Kustomer explores changes in the customer experience landscape. Brands must change the way they communicate now to prepare for the future. Upcoming Events DEC 6 [Azure Data Conference Las Vegas 2022]( Offline Event DEC 6 [4 Keys to Future-Proof Your Customer Acquisition Strategy]( Online Event DEC 6 [Azure Data Conference Las Vegas 2022]( Offline Event DEC 6 [Microsoft 365 Las Vegas 2022]( Offline Event DEC 6 [Microsoft 365 Las Vegas 2022]( Offline Event DEC 7 [[EIS Webinar] What is PIM and Why Your Ecommerce Business Needs It]( Online Event DEC 6 [4 Keys to Future-Proof Your Customer Acquisition Strategy]( Online Event DEC 7 [[EIS Webinar] What is PIM and Why Your Ecommerce Business Needs It]( Online Event Featured Event Join like-minded peers from leading organizations who are working towards the same customer experience goals. [Win a Free Hotel Stay On Us]() [Featured Contributor]( Featured Contributor [Kathleen Schaub]( Kathleen Schaub is a writer and advisor on marketing leaders’ quest to modernize organizations and operations for greater effectiveness in the complex digital world. [More]( RECENT ARTICLES [Marketing Career Lens: Lessons I’ve Learned About Earning Relevance]( [Customer-Centric Missions Keep Frontlines Prepared for the Unexpected]( [Ending the Marketing Centralization vs. Decentralization Tug-of-War]( Learn more about [becoming a CMSWire contributor]() Featured Contributor Kathleen Schaub Kathleen Schaub is a writer and advisor on marketing leaders’ quest to modernize organizations and operations for greater effectiveness in the complex digital world. [More]( RECENT ARTICLES - [Marketing Career Lens: Lessons I’ve Learned About Earning Relevance]( - [Customer-Centric Missions Keep Frontlines Prepared for the Unexpected]( - [Ending the Marketing Centralization vs. Decentralization Tug-of-War]( Interested in contributing? Read our [submissions guidelines](#) What We’re Reading [The Top 4 Customer Experience Trends in 2023]( [Empowering Store Associates to Transform Your Retail Customer Experience]( [Musk Feuds With Apple Over Twitter Advertising]( [Meta Fined €265 Million Over Facebook Data Scraping in the EU]( Featured Case Study [How to Build a Culture of Customer-centricity]( This case study shows how Reputation helped Westfield Group equip themselves for a customer-centric transformation. [Read Now]( [How to Build a Culture of Customer-centricity]( This case study shows how Reputation helped Westfield Group equip themselves for a customer-centric transformation. Quote of the Week [“Christmas is fast approaching and now is the time to leave head office and visit your stores. Not only will this improve your customer experience before the COVID-free festive season, but it'll also set your employees up for success too.”]( Tony Gregg, CEO of Anthony Gregg Partnership [Twitter]() [LinkedIn]() [Facebook]() © Simpler Media Group, Inc. 600 California St., 11th floor, San Francisco, CA 94108 USA [Visit CMSWire]() | [Visit CMSWire Connect]() | [Email Preferences]() | [Unsubscribe]()