SESSION SUMMARY

In this session, Mark Levy demonstrates how to design and deliver innovative, human-centered customer experiences using the behavioral principles outlined in The Psychology of CX 101. Attendees learn how cognitive load, emotion, motivation, and ethical choice architecture shape every customer interaction and gain a practical framework for designing experiences around how customers actually think and make decisions. Through real-world examples from onboarding, digital journeys, support flows, and AI-enabled experiences, he illustrates how organizations can reduce friction and cognitive overload, intentionally design emotional peaks that strengthen loyalty, and build greater trust while improving measurable outcomes. Participants also gain a simple experimentation model for measuring behavioral impact and demonstrating CX ROI, enabling them to audit experiences, align stakeholders, and apply small behavioral changes that generate significant business results.

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.

‍

‍