Featuring:

Joana de Quintanilha, VP, Principal Analyst

Show Notes:

The best strategies fall flat if they fail to address one of the most important drivers of behavioral change: mental models. Mental models operate throughout your organization. They determine what we believe will occur and create expectations, predictions, and decisions — for customers, executives, and employees. VP and Principal Analyst Joana de Quintanilha explains mental models and applies it to CX pros’ biggest business challenges. We discuss: 

  • What is a mental model? Why is this important for CX pros? 
  • How do you distinguish between stakeholder mental models? What happens when there’s a mismatch? 
  • How should you approach mental models to get buy-in for CX and to improve CX? 

To learn more, see the Forrester report: Harness Mental Models To Create Strategic Alignment.