End-User Behavior Learning and the Customer Experience One of the reasons the end user had such a good expe-
rience in the example described above is because the
technology delivered desired results based on learned
behavior. This is like behavior therapy, which is used
in psychology. Behavior therapy is based on learn-
ing theory and treats unwanted behavior through
techniques that are designed to reinforce positive
conduct and eliminate actions that are undesirable.
The therapy is data driven and takes into account the
types of behaviors that are statistically predictable
based on various conditions. Therapists tend to fol-
low a predictable model that helps them to analyze,
understand, treat, monitor, and prevent undesired or
abnormal behavior.