The Interview – Albert Evans


In this episode Stephen spoke to Albert Evans of ContactEngine to chat about the role of behavioural science in customer experience.

Albert is writing a series of articles on behavioural science for Customer Insight magazine, and it was really good to talk it all through, compare notes, and share a few bugbears!

Understanding what you can take from theory, how to blend it with the knowledge of people on the ground, and why it’s still important to test things with customers can make a big difference to designing new customer experiences.