Episode Summary:
In this foundational episode, we explore how Transform the Human Experience (THX) builds on—and evolves beyond—traditional Customer Experience (CX). We break down the key THX frameworks, including the 12 Utilities, Prospect Theory in experience design, PERMAH (Positive Psychology), Micro-Moments, and the Admiration Equation. This is your guide to designing experiences that don't just satisfy, but transform.
🧭 What We Cover:
Intro:
Why CX is no longer enough—and why now is the time for THX.
The 12 Utilities: How People Measure Usefulness
How people mentally assess every experience across Availability, Access, Security, Clarity, Ease of Use, Accuracy, Speed, Consistency, Closure, Emotion Evoked, Resource, and Value.
Prospect Theory: Why One Bad Moment Outweighs Five Good Ones
Understanding gains, losses, and emotional weighting through separate mental accounts.
From Utility to PERMAH: When Usefulness Becomes Flourishing
The moment things shift from transactional to transformational.
PERMAH = Positive Emotion, Engagement, Relationships, Meaning, Achievement, Health & Wellbeing.
The Admiration Equation: The Emotional ROI of Great Experiences
What happens when people feel moved, not just served.
Admiration of Skill, Admiration of Goodness, Awe, and Gratitude.
Micro-Moments: Small Shifts, Big Impact
Why consistent delivery across just 3–5 touchpoints can change perception, loyalty, and life trajectories.
THX in the Wild: Why This Applies Beyond Business
How these principles show up in healthcare, education, parenting, government, and personal decision-making.
Final Thought:
CX asks, “How do we satisfy the customer?”
THX asks, “How do we change what it feels like to be this human, in this moment, with us?”
🔁 Mentioned Frameworks & Terms:
THX = Transform the Human Experience
12 Utilities = Functional dimensions of experience
PERMAH = The 6 elements of flourishing
Admiration Equation = The emotional ROI
Prospect Theory = Gains vs. losses in human decision-making
Micro-Moments = Where the magic happens
💬 Join the Conversation:
Which of the 12 Utilities does your organization nail—and which one needs work?
Where have you experienced a moment that shifted your perception of what's possible?
Leave a comment or share your story. Let’s transform the human experience—together.
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