NEWS14 July 2017

MaritzCX adds behavioural science expertise

Behavioural science News North America People

US – Global customer experience company MartizCX has appointed a chief behavioural officer as part of its move to add more behavioural science (BS) research to its CX programmes.

Charlotte Blank has been made chief behavioural officer and, with her team, she will lead thought leadership academic research partnerships and apply BS across Maritz companies.

She has previously worked at Turner Broadcasting and General Motors and has a neuroscience background.

Blank said: “People can’t always articulate why they do what they do, because so much of our decision-making is influenced by subconscious drivers. The combination of CX data with behavioural observations can reveal insights to customer perceptions that surveys alone can’t provide.”