Bio
Mark Levy is the author of The Psychology of CX 101 and a customer experience strategist who helps organizations turn behavioral science into measurable business impact. With decades of experience in digital transformation, AI-enabled service design, and experience strategy, Mark specializes in applying cognitive, emotional, and motivational psychology to real-world CX challenges. He works with leaders to reduce friction, build trust, and design human-centered experiences that drive conversion, retention, and loyalty. Mark is a sought-after speaker known for translating complex psychology into practical tools teams can apply immediately.
Session Summary
The Psychology Behind Human-Centered Innovation
In this session, I will show how to design and deliver innovative, human-centered customer experiences using the behavioral principles from The Psychology of CX 101. Attendees will learn how cognitive load, emotion, motivation, and ethical choice architecture shape every interaction. Through practical examples from onboarding, digital journeys, support flows, and AI experiences, I’ll demonstrate how to reduce friction, increase trust, and improve measurable outcomes. Participants will leave with a simple psychology-based framework to audit experiences, align stakeholders, and apply small behavioral shifts that create significant business impact.
Key Session Takeaways
* A practical framework to design experiences around how customers actually think and decide
* How to reduce friction and cognitive overload in digital and AI interactions*
* How to intentionally design emotional peaks that drive loyalty
* A simple experiment model to measure behavioral impact and prove CX ROI
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