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054: Alex Chesterfield on behavioural change at NatWest Group
Manage episode 404797530 series 3556050
Το περιεχόμενο παρέχεται από το Daniel Ross and Dan Biggar, Daniel Ross, and Dan Biggar. Όλο το περιεχόμενο podcast, συμπεριλαμβανομένων των επεισοδίων, των γραφικών και των περιγραφών podcast, μεταφορτώνεται και παρέχεται απευθείας από τον Daniel Ross and Dan Biggar, Daniel Ross, and Dan Biggar ή τον συνεργάτη της πλατφόρμας podcast. Εάν πιστεύετε ότι κάποιος χρησιμοποιεί το έργο σας που προστατεύεται από πνευματικά δικαιώματα χωρίς την άδειά σας, μπορείτε να ακολουθήσετε τη διαδικασία που περιγράφεται εδώ https://el.player.fm/legal.
Alex is Head of Behavioural Risk at NatWest Group where she and her team develop innovative data-led ways to reduce the risk of poor outcomes for the bank, and customers, resulting from behavioural root causes.
She has also just regained her student card; as of September she started a part-time PhD at The London School of Economics!
She is also the author of the highly acclaimed ‘Poles Apart: Why People Turn Against Each Other, and How to Bring Them Together’, clearly a book for our times.
Show notes
- Alex’s interest in tribalism, partisanship and a polarised, divided society
- Pre-empting poor outcomes – prevention is better than cure
- Social identity in the bank: what is driving behaviours and mindsets?
- How are targets and goals designed?
- How information is presented to customers (e.g. payment journeys) influences how they make decisions
- Negative outcomes, fundamental attribution errors, complex systems and unintended harm
- Customer behaviour online vs bricks and mortar
- Perceptions of Alex’s team in the bank
- Promoting shared goals and identity to get buy-in
- How do we use behavioural science to create better customer experiences?
- Designing better workplaces and customer journey environments so that behavioural change happens naturally
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