Yale Center for Customer Insights (YCCI). #behavioralscience + #bigdata learning lab for #marketing, innovation & #insights leaders.
New Haven
Joined March 2010
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Can we separate the art from the artist? Our memories may be doing it for us.
Research co-authored by @YaleSOM's Gal Zauberman explores how people reconcile their appreciation for creative work with troubling revelations about its creator.
usf.edu/business/news/2026/1…
Introducing the YCCI Associate Board!
We’re excited to welcome our inaugural members, a group of accomplished rising marketing, insights, and commercial leaders deepening their connection to Yale and strengthening the ties between industry and academia.
tinyurl.com/3thbjypx
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…
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…
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
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
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
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-…
What makes generosity contagious—and when can social influence backfire?
A recent article on donor behavior draws on research from @YaleSOM's Deb Small to explore how social cues shape charitable giving.
Read more:
jewishlink.news/talkers-vs-h…
#behavioralscience #philanthropy
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/…
Does paying for a premium health app lead to lasting behavior change?
Research from @YaleSOM's Kosuke Uetake finds that upgrading to a paid fitness app sparks an immediate increase in engagement that fades within weeks.
som.yale.edu/story/2026/payi…
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…
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
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…
🗓️ 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
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
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
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…
🌍 📉 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
