Ask the Expert with Ben Granger! | XM Community
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Hi everyone, our "Ask the Expert" series continues, this time featuring Ben Granger, Chief Workplace Psychologist at Qualtrics and Head of EX Advisory Services.

Dr. Ben Granger has over a decade of experience building Experience Management (XM) programs across the globe and leads EX thought leadership and research initiatives across Qualtrics.

 

Reply to this conversation to post your questions to Ben!

 

Ben will be sharing answers from Monday 15 September until Friday 19 September, so get your questions/thoughts/discussions in anytime between now and the 19th of September by replying to the post below.

I’m curious to know what differences you’re seeing between customer experience insights in the US market versus the rest of the world (bearing in mind that so many companies are global now). I’m not so much thinking about differences in scores, but qualitative differences in how customers thnk about the organizations that serve them. Thanks in advance!

How do you see the application of specific psychological principles, such as behavioral economics or cognitive biases playing a more significant role in the design of EX programs? 

I'm particularly interested in understanding the effort needed to drive genuine behavioral change. 

Thank you so much.

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