Decoding Customer Experience | Mark Levy | Substack

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

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

READ THE LATEST

Most Popular

The New 10 Commandments of CX

Apr 22 • Mark Levy

DCX Links | January 5, 2025

Jan 5 • Mark Levy

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

Mar 25 • Mark Levy

DCX Links | March 9, 2025

Mar 9 • Mark Levy

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

Featured

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 •

Agentic AI vs. AI Agents: Stop Pretending They’re the Same Thing

The CX Shift You Can’t Ignore

Oct 21 •

Stop Reacting. Start Anticipating.

Your customers don’t wait—and neither should your CX. Discover how agentic AI helps teams predict, act, and build loyalty before the first complaint…

Oct 14 •

DCX AI Today

CX is entering its next era: not AI that talks — AI that works.

PLUS: A platform upgrade turning AI from conversation into action

Nov 21 •

Consumers aren’t just experimenting with AI—many are now letting it make decisions for them.

PLUS: Today’s tool shows how AI is quietly reshaping the service experience behind the scenes.

Nov 20

The AI reset begins — infrastructure, agents, and governance are the new frontier.

And yes — there’s a new enterprise tool you’ll want on your radar.

Nov 19 •

AI Is Compressing the Customer Journey — Are You Keeping Pace?

PLUS: Today’s tool cuts through the noise by giving CX teams what they’re missing most: clarity.

Nov 18 •

AI Isn’t Emerging. It’s Embedding.

PLUS: Today’s tool shows how CX teams can turn customer feedback into decisions, not decks.

Nov 17

DCX Links

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 •

DCX Links | September 28, 2025

AI, Trust, and the Human Touch: The New Rules of CX

Sep 28 •

DCX Links | September 21, 2025

Let’s face it—customers today expect more than speed.

Sep 21 •

Decoding Customer Experience

Decoding Customer Experience

Everything you need to lead in modern CX. Smart strategies, ready-to-use tools, and daily AI know-how.

Follow Me

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

Recommendations

The Pragmatic Engineer

The Pragmatic Engineer

Gergely Orosz

ByteByteGo Newsletter

ByteByteGo Newsletter

Alex Xu

The Best Leadership Newsletter Ever

The Best Leadership Newsletter Ever

Jeff Matlow

Write With AI

Nicolas Cole

Unstack Substack

Unstack Substack

Kristi Keller 🇨🇦

#nojs-banner { position: fixed; bottom: 0; left: 0; padding: 16px 16px 16px 32px; width: 100%; box-sizing: border-box; background: red; color: white; font-family: -apple-system, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; line-height: 13px; } #nojs-banner a { color: inherit; text-decoration: underline; } This site requires JavaScript to run correctly. Please turn on JavaScript or unblock scripts