Decoding Customer Experience | Mark Levy | Substack

The Mind Is the Interface: The New Psychology of CX

The brain, not your process map, decides the customer experience.

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The New 10 Commandments of CX

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‘Customer Engagement’ Is Overrated—Here's What Really Builds Loyalty

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Inspiration, education, and coaching for customer-obsessed leaders.

Featured

When the AI Storyline Hit the CX Wall

What Companies Get Wrong About CX in the AI Era

Nov 25 •

Your Customer Isn’t the Problem. Your Organization Is.

A manifesto for leaders willing to face the truth their customers already know.

Nov 18 •

Ba-dee-ya, say, do you remember?

Why the next breakthrough in customer experience won’t be a smarter bot — it’ll be a system that remembers what mattered.

Nov 11 •

When Persuasion Becomes Automation: Designing for Trust in AI

As AI learns to influence more effectively, the ethical stakes rise.

Nov 4 •

Your Customers Can’t Tell What’s Real Anymore

Deepfakes aren’t just changing media — they’re changing trust. Here’s what that means for every CX leader.

Oct 28 •

DCX AI Today

Is Your AI “Chatting” or “Doing”? The Agentic Shift is Here.

Plus, the tool that lets you finally “Ctrl+F” your video data.

7 hrs ago •

Is Your AI Being Scammed by Your Customers?

PLUS, a tool that claims to be a “zero maintenance” agent for your team.

Dec 1 •

DCX AI TODAY — Thanksgiving Edition

Nov 27 •

AI Is Quietly Redesigning the Customer Journey—One Decision at a Time

PLUS: A new Microsoft 365 Copilot integration brings real-time reputation signals directly into your daily workflow.

Nov 26 •

The Gap Between AI Adoption and AI Value Keeps Widening — And Customers are the Ones Feeling It.

PLUS: Today’s tool shows how simple, consistent video can actually reduce customer effort instead of adding more channels.

Nov 25 •

DCX Links

Who's Really in Charge of Your CX? (Hint: It’s Not You)

DCX Links | November 30, 2025

Nov 30 •

Trust Isn’t a Metric—It’s Your CX Lifeline

DCX Links | November 23, 2025

Nov 23 •

DCX Links | November 16, 2025

What feels simple often isn’t—and what works rarely happens by accident.

Nov 16 •

DCX Links | November 9, 2025

Something interesting is happening right now.

Nov 9 •

DCX Links | November 2, 2025

Women Are Rewriting the CX Playbook. Are You Ready?

Nov 2

DCX Links | October 26, 2025

What if your next big CX innovation wasn’t another dashboard—but a mindset shift?

Oct 26 •

DCX Links | October 19, 2025

From fear to fuel: how smart CX teams are turning disruption into connection.

Oct 19 •

DCX Links | October 12, 2025

From Effortless to Autonomous: The Future of CX Is Already Here

Oct 12 •

DCX Links | October 5, 2025

CX Isn’t About Shiny Tools. It’s About Smart Choices.

Oct 5 •

Decoding Customer Experience

Decoding Customer Experience

Become the CX leader your company relies on. Get daily strategies, tools, and AI know-how that improve decisions, strengthen teams, and elevate your customer experience.

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Courses

30 Days to Greater Influence

Fast-Track Your CX Influence Starting Today

Publications

The Accountability Team Handbook

32 Power Prompts

Make smarter CX decisions in under 10 minutes.

CX Leader's Guide to Organizational Buy-In

Turn Every Team Into Customer Champions

The Ultimate CX Templates Vol 1.

5 Stratospheric Laws of Success

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