Customer Experience leaders to benefit from new behavioural science practice at Gobeyond Partners
Reading Time 2 mins
Richard Chataway appointed Director of new Nudge Practice bringing 15 years’ experience in delivering positive business outcomes through improved CX
Gobeyond Partners are delighted to announce that CX leaders around the globe can now benefit from a new practice that will help them gain efficiency and effectiveness improvements in customer satisfaction, channel shift, cost saving and sales conversion. The launch of Nudge will further the development of Gobeyond Partners’ behavioural science capabilities and will be led by Richard Chataway who takes the newly created role of Director of Behavioural Science.
Richard is an experienced behavioural science practitioner and founder of Communication Science Group. He has over 15 years of success in applied behavioural science. Having led communications strategy for both local and central government in the UK and Australia, Richard joins Gobeyond Partners from BVA Nudge Consulting UK where held the role of CEO. He has worked with iconic brands including IKEA, Google, Coca Cola, Pfizer, HSBC, Kimberly-Clark, UBS, InterContinental Hotels Group, Campari, Channel 4, Southeastern Railways, Santander, Southern Water and NatWest Group. He is also a former board member of The Association for Business Psychology and authored the book ‘The Behaviour Business’ published in February 2020.
Richard commented on his new role: “I’m very excited to be joining Gobeyond to create a new Nudge practice. Having worked with Gobeyond Partners for over 5 years I know that their expertise in delivering transformation, particularly through creating customer journeys that work for both people and organisations, is unparalleled. They understand that every business is in the business of behaviour, so for me it was a fantastic opportunity to work with their talented multi-skilled team to deliver successful behavioural science interventions (‘nudges’) for clients at scale.”
Also joining the Nudge Practice as Principal Consultant is Gonzalo Lopez, who has spent the last five years applying behavioural science in various sectors including banking, education, transport, utilities, and FMCG, and is also a former board member of the Association for Business Psychology in the UK.
Chris Hallmark Managing Director of Transformation Design at Gobeyond Partners said:
“I’m delighted to bring behavioural science practitioner skills deeper into the Gobeyond Partners portfolio through the creation of our Nudge Practice. Richard has been a valuable partner for several years and I look forward to integrating him, Gonzalo and the wider team further into our customer journey solutions for clients”.
In his new role Richard will be building the portfolio of clients for the Nudge Practice and using behavioural science to help tackle complex customer challenges and support with the delivery of customer and transformation journeys. In particular, the Nudge Practice will focus on scaling their proprietary industry-leading audit approach to optimise customer experiences, leading to better outcomes for customers and businesses.
Read more about our recent work with Richard on bringing behavioural science into customer experience here.