Marisa Murgatroyd is the Founder and CEO of The Experience Group, a company that uses behavioral science to design how people engage with technology, products, and organizations. She is also the Founder of Live Your Message, a business coaching and training company that helps entrepreneurs create engaging, experiential products and customer journeys. Marisa helps organizations close the gap between their AI and digital investments and the experiences their customers actually have. Her work focuses on experience design, customer engagement, retention, and helping businesses deliver better customer outcomes.

As AI and automation reshape business, many companies are prioritizing cost reduction and customer acquisition while overlooking the customers they already have. Poorly designed automation, fragmented customer journeys, and impersonal experiences can increase churn and weaken trust. How can businesses use AI while creating experiences that keep customers engaged, loyal, and successful?

Marisa Murgatroyd, an expert in customer experience, behavioral science, and experience design, recommends making customer success a North Star metric and mapping the entire customer journey around the transformation customers want. She explains that businesses can fight commoditization by creating personalized experiences, improving retention, and designing every touchpoint around customer needs rather than internal cost savings. Marisa also recommends using AI for mass customization, applying behavioral design and gamification to encourage engagement, and building trust through consistency, competency, authenticity, and genuine care.

In this episode of The Customer Wins, Richard Walker interviews Marisa Murgatroyd, Founder and CEO of The Experience Group, about creating customer-centered experiences in the age of AI. Marisa discusses the transformation economy, customer retention, and using behavioral design and gamification to increase engagement.