Ryan Hamilton

Associate Professor of Marketing, Emory University

Ryan Hamilton is an Associate Professor of Marketing at Emory University’s Goizueta Business School. He received his PhD in Marketing from Northwestern University’s Kellogg School of Management. His research on consumer decision making has been profiled in Harvard Business Review, The New York Times, and The Wall Street Journal. He co-authored a book and co-hosts a blog, both called The Intuitive Customer, which apply the insights from consumer psychology to effectively managing customer experiences. He has produced video courses on both marketing and human decision making for The Great Courses. In 2011, he was named one of “The World’s Best 40 B-School Profs Under the Age of 40” before, sadly, aging out of eligibility. Professor Hamilton has an eclectic background that includes both an undergraduate degree in physics and time spent performing stand-up and sketch comedy. He has never run a marathon and has no intention of ever doing so.

All Sessions by Ryan Hamilton

  • Conference Schedule


  • 10:45 AM  - 10:55 AM
    The science of human behavior has uncovered rather a lot about how people experience things. Relatively little of this knowledge has trickled down to CX professionals. This talk will cover a few of the key ideas from consumer psychology and behavioral economics that can most improve CX. The talk will focus on the basics of the 2-System model of cognition, that customers have two ways of evaluating an experience—rationally and intuitively—and that CX professionals must attend to both. Key takeaways: 1. Theory isn't a bad word. You have no choice but to rely on theories about your customers--it's just a matter of whether they are empirically supported theories or superstition 2. You must understand the mindset your customers are bringing to the experience (rational vs. intuitive) 3. There are different ways of creating CX that speak to our two cognitive systems
    Research/VOC




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Ryan Hamilton