Big thanks to Greg Warman for this month’s lighting talk on "The Peak-End Rule in CX."

The Peak-End Rule states that people will judge experiences based on how they felt at its peak and at its end.

Greg has spent the past two decades guiding leaders at Fortune 500 companies, government agencies, and global non-profits in leveraging human-centered thinking to tap into their innovative potential. He’s introduced his mission-critical approach and toolkit to teams at Google, Ford Motor Company, Habitat for Humanity, the U.S. Air Force, to name a few.

Dive into Greg’s presentation above! You'll walk away with ideas for minimizing negative "peaks" and designing positive "peaks" and "ends" for your customer journey.