Decoding Customer Experience | Mark Levy | Substack

But the Customer Asked For It.

Six words that kill more customer experiences than bad execution ever could.

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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

The Mind Is the Interface: The New Psychology of CX

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

Dec 2 • Mark Levy

When the AI Storyline Hit the CX Wall

What Companies Get Wrong About CX in the AI Era

Nov 25 • Mark Levy

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

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

Nov 18 • Mark Levy

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 • Mark Levy

When Persuasion Becomes Automation: Designing for Trust in AI

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

Nov 4 • Mark Levy

DCX AI Today

Your Customers are Bonding with AI

Plus: the “first hello” is becoming automated, whether we like it or not

Dec 19 • Mark Levy

You Can't Automate a Mess

And meet the tool that finally kills AI hallucinations.

Dec 18 • Mark Levy

Google Just Killed the “Menu”

Plus: The end of the $50k training video

Dec 17 • Mark Levy

📊 45% of your team is using AI (secretly?)

Also inside: The bot that prevents empty shelves before customers even notice.

Dec 16 • Mark Levy

Disney Hands Fans the AI Keys to the Kingdom

Plus: The healthcare tool that turns confusion into clarity.

Dec 15 • Mark Levy

DCX Links

Why the Best CX Leaders Are Leaving Features on the Cutting Room Floor

DCX Links | December 14, 2025

Dec 14 • Mark Levy

The CX Game Has Changed—Are You Still Playing by the Old Rules?

DCX Links | December 7, 2025

Dec 7 • Mark Levy

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

DCX Links | November 30, 2025

Nov 30 • Mark Levy

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

DCX Links | November 23, 2025

Nov 23 • Mark Levy

DCX Links | November 16, 2025

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

Nov 16 • Mark Levy

DCX Links | November 9, 2025

Something interesting is happening right now.

Nov 9 • Mark Levy

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 • Mark Levy

DCX Links | October 19, 2025

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

Oct 19 • Mark Levy

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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