Kelly Peters

We are currently experiencing one of the most far-reaching technological revolutions in the history of humanity. Digital technologies aren’t just reshaping entire business models and sectors of the economy; they’re also radically changing human behavior. Through the lens of behavioral science, Kelly Peters talks through these changes and the various implications for leaders, employees and customers. She provides a framework for managing in this new era of technology-powered work and society, helping us make better decisions while reducing risk to ourselves and our institutions. Peters also offers theories on why some of the most sophisticated AI engines and other technologies haven’t lived up to their promises for change.

Many organizations make decisions based on outdated assumptions about customers’ needs. They believe that if they present more product information, consumers will value them; if they offer cash incentives, consumers will respond; or if they add more choice, consumers will buy. But consumers are human, and we don’t always follow through with what we say we will do; we’re motivated by more than just money, and too much choice can actually hinder decision making. Kelly Peters discusses why we deviate from assumptions, but perhaps more importantly, how to change that behavior. For marketers, branding officers and customer insights teams, getting into the consumer mindset is not an impossible challenge, she says – if we combine behavioral insights with scientific thinking and apply it to marketing strategy. In this presentation, Peters uses real-world experiences and marketing scenarios to teach leaders how to identify and overcome consumer biases and barriers to their happiness and satisfaction. She also walks through her methodology for understanding the customer decision process and in turn make better decisions of our own in terms of how to develop, position and price the products customers want to buy.

Trust is a highly valuable currency in today’s world. Trust in advisors, CEOs and employees. Trust in markets. Trust in the law and government. Indeed, trust is so important that it lessens the need for written contracts, encourages innovation, helps preserve property rights and facilitates exchanges. Yet, trust is so intertwined in our everyday lives that it is often unacknowledged. It’s only when trust erodes that we can appreciate its significance. But what is trust exactly? And how can we measure it? In this presentation, Kelly Peters unpacks those questions and explores the answers. Using real-world examples, she delves into the roles of risk, bias and behavior in establishing – and sustaining – trust with various stakeholders, as well as how to spot trust-building opportunities.

As the nature of trust continues to evolve – especially as our trust shifts to digital platforms, interfaces and the data and technology powering them – companies need to be uber aware that who, what and how customers and employees trust is fundamentally changing. This means we need new strategies and skill sets to build trust effectively in the digital age. Kelly Peters can help with both.

Moving the workplace on such a large scale, and with so little time to prepare, for many organizations has been a paramount task. Now with all the technical and remote working tools out of the way, organizations have to shift their attention to the psychological and behavioral aspects of these changes. Kelly Peters turns to scientific evidence to help organizations and individuals become more productive, feel more connected and reduce the mental health burden of life without the water cooler.