INSIGHT 29
BEHAVIOURAL SCIENCE AND LESSONS FOR CUSTOMER SERVICE
Use this to understand when and how to apply some of the latest advances in behavioural science thinking to help improve your customer experience.
Advances in behavioural science in the last ten years have cast a lot of light on how and why people make decisions and behave in certain ways.
This is generating increasing amounts of attention in the business world but, since 2010, it has been a UK government team, the Behavioural Insights Team (BIT), that has been leading the way in the application of behavioural science. This team started life inside 10 Downing Street but, since February 2014, has been incorporated as a private company, jointly owned by the UK Government, Nesta ...
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