Decoding Customer Experience | Mark Levy | Substack

Your Next Customer May Not Visit Your Website

AI agents are changing where the journey begins. That puts pressure on the parts of CX most companies have treated as internal plumbing.

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The New 10 Commandments of CX

Apr 22, 2025 • Mark Levy

AI Is Changing CX Faster Than Trust Can Keep Up

Feb 1 • Mark Levy

DCX Links | January 5, 2025

Jan 5, 2025 • Mark Levy

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

Mar 25, 2025 • Mark Levy

The CX edge your peers don't have yet.

DCX Newsletter: Deep dives to shift how you think and lead

The Problem Is Trying to Tell You Something

The customer issue you’re trying to close may be pointing at the part of the business no one wants to own.

May 19 • Mark Levy

When CX Feels Pointless, Change the Assignment

You may not have lost your passion. You may be tired of carrying customer pain the business keeps agreeing with but never owns.

May 12 • Mark Levy

Why Most CX Transformations Fail the Customer Belief Test

If you don’t choose a single customer belief to prove, you’re not transforming CX — you’re modernizing sameness.

May 5 • Mark Levy

Your CX Problem Is a Permission Problem

Customer journeys break when teams are afraid to say what customers are already feeling.

Apr 28 • Mark Levy

Stop Calling It Orchestration If the Customer Has to Start Over

Why so many “connected” journeys still leave customers carrying the work.

Apr 21 • Mark Levy

DCX AI Today: Quick hits on AI moves and what they mean for your customers

AI Shopping Gets Better When It Reduces Search, Not Customer Control

Plus: AI works best when it helps customers move faster without taking over.

6 hrs ago • Mark Levy

Proactive AI Is Moving Upstream in the Customer Journey

Plus: When AI starts chasing revenue, recovery, and onboarding momentum, trust and ownership become the real operating system.

May 28 • Mark Levy

Execution, Not Experimentation, Is Becoming the CX AI Bottleneck

Plus: As AI moves into live workflows and customer conversations, the real differentiator is whether teams can control the messy parts.

May 27 • Mark Levy

AI Pricing Just Moved Into the CX Operating Model

Plus: When vendors charge by usage instead of seats, every automated interaction needs a clearer business reason.

May 26 • Mark Levy

AI Keeps Widening the Customer Promise

Plus: Airbnb is pulling more of the trip into its app.

May 22 • Mark Levy

DCX Links: Curated reads translated into concrete CX operating moves.

Customer-centric Talk isn’t Enough Anymore

CX personalization, leadership alignment, conversational search, social engagement, and how leading brands are tying CX to measurable business results.

May 24 • Mark Levy

The Customer Journey Just Got More Crowded

DCX Links May 17, 2026

May 17 • Mark Levy

The Real CX Question: What Should Humans Do More Of Now?

DCX Links May 10, 2026

May 10 • Mark Levy

Why the Wrong Apology Can Hurt the Experience

DCX Links May 3, 2026

May 3 • Mark Levy

Want Internal buy-in for CX change? Stop Chasing the Holdouts.

DCX Links April 26, 2026

Apr 26 • Mark Levy

Your AI May Sound Smart. It Still Can't Do the Job.

DCX Links April 19, 2026

Apr 19 • Mark Levy

Is your AI Strategy Improving CX or Just Making Friction Cheaper?

DCX Links April 12

Apr 12 • Mark Levy

What Intuit, Airbnb, and Shake Shack reveal about the next phase of customer experience

DCX Links | April 5, 2026

Apr 5 • Mark Levy

CX in 2026: Orchestration Beats Channel Thinking

DCX Links | March 29, 2026

Mar 29 • Mark Levy

Decoding Customer Experience

Decoding Customer Experience

Become the CX leader your company can't afford to lose.

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CX Leader's Guide to Organizational Buy-In

Turn Every Team Into Customer Champions

5 Laws of Stratospheric CX Success

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Decoding Customer Experience

Become the CX leader your company can't afford to lose.

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