CX Passport

The One Where the Brain Doesn't Lie - Dr. Laura Beavin-Yates E259

12 May 2026

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What's on your mind? Let CX Passport know...What your customers feel in the moment and what they tell you later are two different things. Dr. Laura Beavin-Yates has spent years measuring the gap ... and the science behind it will change how you think about experience design.What you'll learn in this episode:-Oxytocin isn't the love hormone - it's the meaning hormone, and it fires in negative experiences too.-Post-experience surveys don't measure the experience. They measure memory, filtered through whatever mood the customer is in three days later.-Brain synchronicity means a fully immersed contact center agent pulls the customer in with them.-Six moments of full oxytocin release per day predicts whether a person reports thriving - not just coping.-Biometric data can be anonymized and still tell you everything you need to know about what your customer actually felt.CHAPTERS00:00 Oxytocin and what meaningful connection actually means03:08 Negative experiences and how the brain stores them06:17 Measuring oxytocin without a needle - 20 years of research08:56 Why post-experience surveys miss the real story13:32 Practical CX applications - resorts, stadiums, contact centers16:24 Employee experience and brain synchronicity18:08 First Class Lounge23:27 Neuroscience, neuro marketing, and CX - the connective tissue27:15 Privacy, anonymization, and the ethics of biometric data31:09 The Six app and six moments for thriving33:43 Where to find Laura and ImmersionGuest LinksLinkedIn: https://www.linkedin.com/in/laura-beavin-yates/Immersion: https://www.getimmersion.com/Related EpisodeThe One With The Magic...Really!...The Orlando Magic! - Katie Miller E23: https://www.cxpassport.com/1736603/episodes/8911630Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'm Rick Denton and I believe the best meals are served outside and require a passport.Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

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13:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

2ª PARTE | 06 ENE 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

3ª PARTE | 22 ENE 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

3ª PARTE | 04 MAR 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

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CX Passport

The One Where the Brain Doesn't Lie - Dr. Laura Beavin-Yates E259

This episode hasn't been transcribed yet

Other recent transcribed episodes

13:00H | 21 DIC 2025 | Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

2ª PARTE | 06 ENE 2026 | EL PARTIDAZO DE COPE

3ª PARTE | 22 ENE 2026 | EL PARTIDAZO DE COPE

3ª PARTE | 04 MAR 2026 | EL PARTIDAZO DE COPE

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