The Psychology of CX 101

Mark Levy

Small choices. Big shifts. This book makes customer psychology usable for real impact.

– Nir Eyal, best-selling author of Hooked: How to Build Habit-Forming Products—

Ever wonder why customers abandon their carts over a $2 fee—but pay $6 for coffee without blinking?

The answer isn’t in your funnel. It’s in their heads.

In The Psychology of CX 101, customer experience expert Mark Levy delivers a practical field guide for understanding—and designing for—the real psychology behind every customer decision. With 25+ years in CX, Levy shows you how simple behavioral tweaks can drive massive impact.

Inside, you’ll get:

– 101 bite-sized psychological principles you can apply today

– Real business examples (from Apple to Zoom)

– ROI-focused tactics to reduce churn, increase trust, and boost conversions

– A complete measurement system to prove psychology works—even to skeptical execs

– A powerful framework for designing AI-powered experiences that feel human, not robotic

– A built-in ethics guide to avoid manipulation and build long-term loyalty

This isn’t theory. It’s a playbook for CX professionals, marketers, product owners, and support leaders who want to build journeys that feel natural, trustworthy, and emotionally intelligent, even in an AI-first world.

The Psychology of CX 101 will help you create experiences that customers don’t just use, but love, remember, and recommend.

Perfect for:

CX professionals at all levels
UX and product designers
AI/automation teams
Digital strategists and growth marketers
Customer-centric execs

If your business touches customers, this book touches your business.

Here’s what the experts are saying about The Psychology of CX 101:

Psychology that makes CX unforgettable

– Bill Price, Amazon’s 1st WW VP of Customer Service & co-author of The Frictionless Organization and Zero Complaints

Every CX leader needs this book

– Shep Hyken, New York Times Bestselling Author of The Amazement Revolution

Want to read a book that will change your life and your career? This is it!”

– Dr. Natalie Petouhoff, Chief AI-Empathy Officer, AI Advisory Services

Profit from proven customer psychology

– Dr. Chris L. Brown, Organizational Psychologist, Industry Professor Data Science + AI at UTS & CEO, MarketCulture

From guesswork to measurable outcomes

– Bill Staikos, Global CX Voice & Founder of Be Customer Led

Customer understanding is the foundation of great CX Mark’s book shows why knowing how people think, feel, and act matters most.

– Annette Franz, CEO, CX Journey, Inc. 3X CX Author

Loyalty lives in human emotion

– Bruce Temkin, CX Pioneer & Author, Founding Chair of the Customer Experience Professionals Association

https://a.co/d/05jggdO4 Ebook

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