Mark Levy is the Head of Consumer Product & Customer Experience at a leading US fiber internet provider connecting millions of homes and businesses with high-speed broadband. With over 25 years of experience driving product innovation and digital transformation at companies including Comcast, AT&T, Nokia, and Jaguar Land Rover, he has established himself as a thought leader in CX. His authored works include The Psychology of CX 101, The Accountability Team Handbook, and 365 Days of Accountability. In addition, he publishes two popular newsletters — Decoding Customer Experience and DCX AI Today, which are read by CX leaders around the world.

In this episode…

Most marketing teams focus on clicks, conversions, and creatives, but forget the real reason people buy: how they feel. In an age where trust is fragile and attention spans are short, understanding the psychology behind customer decisions can be the ultimate competitive edge. Can mastering a few key psychological principles completely change how customers perceive, trust, and respond to your brand?

According to Mark Levy, a product and customer experience expert, the secret to driving performance lies in designing for clarity before creativity. He highlights that customers make subconscious judgments within milliseconds, meaning trust and simplicity must come first. By applying behavioral science to marketing and design, teams can reduce friction, boost conversions, and deepen emotional connection. Mark also emphasizes the ethical use of psychology, ensuring influence builds confidence and long-term loyalty, not manipulation.

In this episode of Response Drivers, Rick Rappe sits down with Mark Levy, author of The Psychology of CX 101, to discuss how psychology can transform marketing effectiveness and the customer experience. They explore why clarity beats creativity, how cognitive fluency and loss aversion drive action, and the power of emotion in shaping loyalty. Mark also shares how AI and behavioral science are redefining modern CX.