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Listen "Episode 1: CX and Behavioral Science"
Episode Synopsis
Preeti Kotamarthi is the Behavioural Science Lead at Grab, the leading ride-hailing and mobile payments app in South East Asia.
Preeti has set up the behavioral practice at the company, helping product and design teams understand customer behavior and build better products. She completed her Masters in Behavioral Science from the London School of Economics and her MBA in Marketing from FMS Delhi. With more than 6 years of experience in the consumer products space, she has worked in a range of functions, from strategy and marketing to consulting for startups, including co-founding a startup in the rural space in India. Her main interest lies in popularizing behavioral design and making it a part of the product conceptualization process.
In this episode, Preeti shares insights into:
◈ Discovering the why of CXM implementation.
◈ The tools and techniques of behavioral science.
◈ Implementing Behavioral Science on your business.
[00:00:59]- Behavioral Science.
[00:05:00]- Integrating Behavioral Science in every field.
[00:07:50]- Applying Behavioral Science on CXM.
[00:12:00]- CXM vs B2B and B2C.
[00:14:30]- Starting customer service implementation.
[00:16:45]- What you can do to bring in tools and techniques to your company.
[00:18:00]- Behavioral Science complicating the process.
[00:20:00]- Great example of Behavioral Science in a company.
Please do me a favor, subscribe, leave a positive review!
Do you want to work with me? Reach out and let me know!
https://www.linkedin.com/in/mudigantishilpa/
Thank you for joining me on this ride!
Preeti has set up the behavioral practice at the company, helping product and design teams understand customer behavior and build better products. She completed her Masters in Behavioral Science from the London School of Economics and her MBA in Marketing from FMS Delhi. With more than 6 years of experience in the consumer products space, she has worked in a range of functions, from strategy and marketing to consulting for startups, including co-founding a startup in the rural space in India. Her main interest lies in popularizing behavioral design and making it a part of the product conceptualization process.
In this episode, Preeti shares insights into:
◈ Discovering the why of CXM implementation.
◈ The tools and techniques of behavioral science.
◈ Implementing Behavioral Science on your business.
[00:00:59]- Behavioral Science.
[00:05:00]- Integrating Behavioral Science in every field.
[00:07:50]- Applying Behavioral Science on CXM.
[00:12:00]- CXM vs B2B and B2C.
[00:14:30]- Starting customer service implementation.
[00:16:45]- What you can do to bring in tools and techniques to your company.
[00:18:00]- Behavioral Science complicating the process.
[00:20:00]- Great example of Behavioral Science in a company.
Please do me a favor, subscribe, leave a positive review!
Do you want to work with me? Reach out and let me know!
https://www.linkedin.com/in/mudigantishilpa/
Thank you for joining me on this ride!
More episodes of the podcast SimplifiCXM
Succeeding as a CX leader in 2025
29/04/2025
Supercharge CX and Marketing partnerships
06/08/2024
Episode 7: Making sense of Unstructured Data
12/06/2023
Episode 6: The ROI of Customer Experience
15/05/2023
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