Neuropsychology and Data
Neuropsychology and Data extends the argument introduced in CX Is Broken by examining customer experience at its biological and systemic foundations.
Rather than treating experience as opinion or feedback, the book frames it as a dynamic system state emerging from real-time interaction between human neurobiology and digital environments. What organizations capture as “customer feedback” is shown to be a delayed narrative reconstruction of processes that have already unfolded below conscious awareness.
The book provides a theoretical framework for understanding experience through signals, state transitions, and temporal dynamics, replacing retrospective metrics with models grounded in systems theory and cognitive neuroscience.