Economics is the study of how people make decisions, but for years economists didn’t study real people. They focused on a mythical, 100% rational creature called “homo economus.” Richard Thaler spent decades advocating for a more realistic approach known as “behavioral economics.” Misbehaving chronicles his fight to infuse psychology into economics so we can predict how actual humans , irrational as we may be, think and act during economic interactions. In writing this history, Thaler also created a clear, concise overview of the behavioral science findings every CX and EX professional should know. In this session, we’ll explore questions like:
What are those key principles and why are they so important in experience management?
How does the traditional economic view show up in the way companies make decisions now? Can
What can we learn from Thaler’s experience to strengthen the case for including emotion in CX measurement and design?