Ah, the customer experience.

There are plenty of other customer experience keynotes. But the overwhelming majority of them either tell you how important it is to make your customers feel special (which you already knew) or share stories of businesses who have loyal customers (which you’ve already heard). And if you want to hear what you’ve already heard before, then hire somebody else.

Decoding Your Customers takes a vastly different approach. As hilarious as it is informative, this keynote concentrates on the human behaviors that have brought the customer experience to where it is today, then synthesizes those behaviors into four simple realities that provide a clear vision for how to move forward. Rather than attempting to predict the future of your business, Decoding Your Customers will answer why customers behave the way they do and how you can meet their needs so that you’ll never need to guess what they want – you’ll simply be able to give it to them, both today and into the foreseeable future as well.

And last but certainly not least, this isn’t going to be a dry talk. You’ll walk away with a better understanding of customer psychology and how to adjust your business accordingly, but that doesn’t mean you can’t laugh as hard as you ever have at a corporate keynote. Because with Jeff Havens, you get serious solutions in a seriously funny way.

“Insightful and fun! It really fit in with our company’s message on the Customer Experience”


  • Learning to resist the desire to predict the future and instead appreciate that customer needs and desires are rooted in our core psychology, which remains constant regardless of massive changes or unexpected disruption

  • How the drive for convenience has changed in the past 30 years, and what that means for how you design and sell new products and services

  • The effect of constant connection on customer behavior, and how smart businesses have learned to think smaller in order to grow

  • How most businesses vastly underestimate the importance of marketing their products, services, and ideas, along with two essential types of marketing every business should engage in

  • How the universal desire for meaning can inform your interactions with customers and drive greater sales

  • Absolutely no buzzwords. That’s right, you will not hear ‘advocate,’ ‘tribe,’ ‘brand ambassador,’ or ‘rabid fan’ once in this keynote. How’s that for a refreshing change of pace?

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