Dr. Paul J. Zak is a Professor at Claremont Graduate University and is in the top 0.3% of most cited scientists. A four time tech entrepreneur, his most recent company Immersion Neuroscience is a software platform that allows anyone to measure what the brain loves in real-time to improve outcomes in entertainment, education and training, advertising and live events. He is a regular TED speaker and has appeared on Good Morning America, Dr. Phil, Fox & Friends, ABC Evening News, with his work covered by The New York Times, The Wall Street Journal, USA Today, Time, The Economist, Scientific American, Fast Company, Forbes, and many others.
Why do you do what you do?
I’m super interested in a particular animal species: humans. They are fascinating! My work develops knowledge and technologies to help humans live happier and more fulfilling lives.
Describe your talk in 100 words
So many service experiences are thoughtfully designed and executed but end of being mundane, frustrating customers. One reason for this is that “business as usual” does not inspire employees to reach the extraordinary. EX drives CX. After measuring the activity of 50,000 brains in a large set of circumstances, I identified the brain signature of extraordinary. This talk will share insights gained from objectively measuring brain responses from employees and customers that inspire employees and enable extraordinary CX.
What problems will your talk solve for our audience and why is it needed?
How to connect EX to CX to create extraordinary experiences for customers.
What valuable insights, strategies, tools or techniques will our audience walk away with?
Measurement techniques and a formula that can be applied without measurement to improve EX and CX.
What do you think will be the major differentiator of the workplace of the future, as opposed to the way we work today?
The war for talent is over, talent has won. This means employers must invest in the emotional wellness and growth of employees or they will go elsewhere.