Moving Beyond Account Number

Moving Beyond Account Number

How Behavioral Insights Can Help Align Customer Service Efforts We’ve all been there… You call a service provider’s 1-800 helpline, navigate the options menu, wait patiently on hold, and once you finally get a live person on the phone, all they seem to know about you...
Thinking Like a Human: Regret Aversion

Thinking Like a Human: Regret Aversion

Does the fear of regret ever impact your decision making? Regret aversion is an emotional bias that causes people to make suboptimal choices or fail to act out of fear that they will make the wrong choice and regret it. Listen to Senior Analyst Toby Koerten as he...