MaritzCX adds behavioural science expertise

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.”