One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. So to improve customer experience, you need to first understand and embrace how people actually think and behave.

Watch this short video to learn about the six fundamental traits of human beings that you should keep in mind whenever you are designing or delivering customer experiences. These six universal traits are Intuitive, Self-Centered, Emotional, Motivated, Social, and Hopeful. If you enjoyed the content of this video and would like to learn more about human behavior and how it affects various aspects of Experience Management, check out our Launchpad on Understanding Human Behavior.

This video was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.