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On the podcast, we have been doing a Masterclass Series based on the principle that there is never one thing happening in a Customer Experience. Multiple things are happening, particularly from a behavioral science perspective.
In this issue of the newsletter, I wanted to share what we discussed in the final part of this podcast series, where we brought it all together. In particular, we discussed creating a mental model for your customers that helps you understand why they do what they do in your experience.
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