Most businesses are built for rational customers. The problem is, customers aren’t.
Most businesses are built around how we hope people make decisions: logically, consistently and with plenty of attention.
Real life is messier than that.
Dan Monheit helps organisations understand how people actually think, choose and act - and turn that understanding into better strategies, better customer experiences and stronger business results.
Dan is Chief CX Thinker at Thinkerbell and previously co-founded Hardhat, the behavioural science-led agency acquired by Thinkerbell in 2024. His work focuses on translating behavioural science into practical commercial advantage, helping organisations simplify decisions, reduce friction and influence customer behaviour.
Dan’s work has helped organisations including Google, Meta, Mastercard and Virgin better understand customer behaviour and design experiences people actually respond to.
He is also a bestselling author and podcast host, exploring the hidden psychology behind everyday decisions.
Dan’s keynotes combine behavioural science, real business examples and practical ideas audiences can immediately apply in their own organisations. His presentations are particularly suited to leadership conferences, strategy offsites and customer-focused events, where understanding how people make decisions can unlock new opportunities for growth.
Talking Points
How Customers Really Decide
Why do customers delay decisions, choose the familiar, ignore the obvious, or say one thing and do another?How Customers Really Decide
Most organisations design products, marketing and experiences around how they hope customers make decisions. Behavioural science shows a very different reality.
In this keynote, Dan reveals the hidden forces that shape customer choice and shows how organisations can design products, services and experiences that make decisions easier, clearer and more compelling.
Using examples from marketing, customer experience and everyday life, audiences leave with a sharper understanding of how decisions really happen - and what to do differently as a result.
Audience takeaways
• Understand the psychological shortcuts and biases that shape customer decisions
• Learn how friction, context and emotion influence behaviour
• Discover ways to make products, services and messaging easier to choose
• Apply behavioural insights to improve conversion, loyalty and customer experience
Terrible Advice for Excellent Business Leaders
Some of the most common business advice sounds smart, but fails in the real world.Terrible Advice for Excellent Business Leaders
“Give customers more choice.”
“Focus on the long term.”
“Deliver a seamless end-to-end experience.”
The problem is that much conventional wisdom assumes people are rational, consistent and deliberate. Behavioural science shows they’re not.
In this entertaining and thought-provoking keynote, Dan challenges popular business thinking and shows how leaders can make better decisions by understanding how people actually behave.
Audience takeaways
• Why smart strategies often fail when they ignore human behaviour
• How cognitive biases shape customer, employee and stakeholder decisions
• Where conventional business advice breaks down in practice
• A fresh lens for improving strategy, communication and influence
The Small Things That Change Big Decisions
Tiny changes in wording, timing, framing or design can dramatically change what people notice, choose and remember.The Small Things That Change Big Decisions
In this highly practical keynote, Dan reveals the hidden behavioural levers that influence decisions, and how organisations can use them to create better customer experiences and stronger commercial outcomes.
From marketing messages to product design and customer journeys, audiences discover how small changes can often outperform big investments.
Audience takeaways
• Understand why context shapes decisions more than most organisations realise
• Learn how small behavioural tweaks can drive outsized results
• Discover practical ways to reduce friction and increase action
• Apply behavioural insights to marketing, CX, leadership and communication
Video
Dan Monheit | Saxton Speakers
Dan was our highest-rated speaker in the history of the Asia Pacific Loyalty Conference. His keynote on behavioural science for loyalty opened the event for more than 500 delegates from lead ... keep reading Australian Loyalty Association
Dan was the highlight of two Pinterest events I hosted - sharp, engaging, and a genuine pleasure to work with end-to-end. Attendees gave exceptional feedback, and I’d recommend him without hesitation as a true expert in human behaviour, behavioural economics, and advertising; he had the room laughing, thinking, and leaving with a fresh perspective on why we do what we do.
Dan's Behavioural Science evangelism is both compelling and contagious. He is a great storyteller, which helps bring theories to life. I've really enjoyed co-presenting with him on a number of topics, and find his deep knowledge inspiring.
Dan has helped us to go beyond what our customers are doing to understanding why they make the decisions that they do. This has brought a whole new, and more effective, approach to overcoming our business challenges. Importantly, Dan makes the connection between his work and commercial outcomes and I look forward to working with him far into the future.
Dan was really engaging and the audience really enjoyed his session.
Dan has been a key advisor to Kogan.com from day dot. When there's any key marketing strategy decisions to be made, Dan is the first to get a call.
Dan is an incredibly engaging speaker. He leaves everyone in the room feeling inspired and motivated. Everyone needs a bit of Dan in their life.
