Decoding Customer Experience | Mark Levy | Substack

The Clarity Ladder: The CX Framework That Removes Hesitation

Why hesitation is not a behavior problem. It is the brain hitting the brakes.

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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 •

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 •

DCX AI Today

Why is Almost Everyone Still Struggling to Make Their AI Work?

Plus, a cool new tool that can actually click buttons and type things to help your customers.

5 hrs ago •

Why Your AI Must Enable Your Best People

PLUS: A tool that allows AI to handle basic calls while protecting your most valuable asset: a contextual, seamless human handoff.

Dec 8 •

The New Battleground: The Race to Eliminate Customer Effort Entirely.

Plus, a productivity tool that automates the single hardest part of building your personal brand.

Dec 5 •

AI is Growing Up — CX Leaders are now Asking Tougher, Smarter Questions.

PLUS: A tool that forces your AI to act like a real, accountable human agent.

Dec 4 •

The Race to the Bottom has Begun

Plus, the ‘AI Agent’ tool that is finally moving past the chatbot script.

Dec 3 •

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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