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September 24, 2020

Hitting the Right Notes with Behavioural Economics and Service Design

Human beings are inherently irrational, but predictably so. That’s the core principle behind the field of study known as behavioural economics (BE). In contrast to more traditional economic theories that are firmly rooted in rationality,… Continue Reading

Getting a Return On Your Journey Mapping Project
August 13, 2020

Getting a Return On Your Journey Mapping Project

According to the Peak-End Rule, the end, best or worst part of the experience are key moments that have the largest impact on customer perceptions and future loyalty. With customer shifts to digital delivery channels,… Continue Reading

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