Yale Center for Customer Insights (YCCI). #behavioralscience + #bigdata learning lab for #marketing, innovation & #insights leaders.

New Haven
Joined March 2010
Is thinking carefully just about being good at math? Research co-authored by @YaleSOM’s Shane Frederick finds that the Cognitive Reflection Test measures more than math skills—it captures our willingness to question our first instincts. som.yale.edu/story/2026/what…
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What happens when AI takes over the work we used to learn from? K Sudhir highlights how AI is increasingly taking on entry-level tasks that have traditionally helped employees develop judgment, confidence, and problem-solving skills. allwork.space/2026/10/ai-bra…
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Thank you to Meagen Eisenberg (’04), CMO of @Samsara, for joining us at @YaleSOM for our Colloquium on Marketing Leadership! Her advice to future leaders: keep learning, get hands-on with the technology, and never lose sight of the creativity that breaks through the noise.
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Can sharing a bank account strengthen a relationship? Research co-authored by Prof Deb Small found that newlyweds who merged their finances maintained higher relationship satisfaction over time—suggesting that pooling money can reinforce a sense of “we.” tinyurl.com/5asn2xt3
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Can the anticipation of buying something be as rewarding as actually getting it? “Dopamine sites” simulate online shopping—without spending a dime. YCCI’s Ravi Dhar explains why they may work: “The element of looking forward brings a lot of the pleasure.” tinyurl.com/kbtnk5pa
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What if declining faith in capitalism is really a management problem? YCCI Director Ravi Dhar and Executive Fellow Jon Iwata argue that long-term shareholder value doesn’t have to come at the expense of customers, employees, partners, or communities. tinyurl.com/a3x2y2pu
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Can you tell whether a customer review was written by a person—or AI? Yale SOM's Balazs Kovacs finds that people often struggle to spot the difference—raising urgent questions about authenticity and trust online. som.yale.edu/story/2024/new-…
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What makes a consumer brand resilient when its operating environment changes? In a new @TIME feature on SharkNinja’s growth, YCCI's Ravi Dhar points to an advantage that goes beyond manufacturing: deep consumer understanding. time.com/article/2026/08/18/…
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Last week, Gal Zauberman and Jiwoong Shin joined business leaders in Greece as part of Yale School of Management's executive program, Leading with Wisdom in the Age of AI, in collaboration with Humanis. tlife.gr/eidhseis-nea/humani…
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An AI agent isn't just a faster employee. @YaleSOM's K Sudhir explores why managing AI agents requires a fundamentally different mindset. The greatest risks don't arise from the tasks we define—but from judgment, context, and unwritten norms we assume. tinyurl.com/yxndp2p3
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AI is changing not only how people find information, but who gets paid for creating it. Without a sustainable model for publishers, the future supply of high-quality information is at risk. New research co-authored by @YaleSOM's Soheil Ghili explores: insights.som.yale.edu/insigh…
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🗓️ Why do we keep saying yes to future commitments we would decline today? Research by @YaleSOM's Gal Zauberman shows that people systematically expect to have more free time in the future than they do in the present. tinyurl.com/er6cf82u
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How much customer trust are companies willing to burn through while AI catches up? Ravi Dhar discusses why companies may continue investing in underperforming AI systems despite consumer frustration. Read the full article in @Cryptonomist_en tinyurl.com/3eufays4
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Agentic AI won't replace marketing. It will make it more consequential. YCCI's Ravi Dhar, Jon Iwata and Jennie Vry Liu and BCG’s Lauren Taylor and Janet Balis argue that marketing has an opportunity to become an even greater driver of enterprise growth. tinyurl.com/y5wjhaa5
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As companies race to implement AI, are they improving customer experiences—or simply automating frustration? Featured in WIRED, Ravi Dhar discusses why many organizations may be falling into an AI "sunk-cost" trap. wired.com/story/ebike-delive…
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🌍 📉 Can greater environmental awareness ever lead to less sustainable outcomes? K Sudhir suggests that as consumers shift toward greener products, firms may respond by discounting less efficient alternatives, creating environmental consequences. tinyurl.com/2p9kp73u
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Should you communicate growth as 500%, 5x, or 500? @YaleSOM's Joowon Klusowski's research says the answer matters. People perceive large changes expressed as percentages as more significant than mathematically equivalent multipliers or absolute numbers. som.yale.edu/story/2025/powe…
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