Decoding Customer Experience | Mark Levy | Substack

The Hidden System Is the Service

DCX Links July 5, 2026

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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

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

May 10 • Mark Levy

The CX edge your peers don't have yet.

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

The Nod Economy

Why executive buy-in feels like progress, protects the status quo, and leaves customers paying for decisions no one wants to reopen.

Jun 23 • Mark Levy

Why Leadership Teams Don’t Fix CX – They Protect the Decisions That Broke It

How customer complaints expose the tradeoffs your organization stopped seeing long ago.

Jun 16 • Mark Levy

Everyone Knows the Problem. Nobody Owns the Fix.

AI can help CX teams find customer pain faster. But unless the business knows who owns the next move, all that intelligence just becomes a…

Jun 9 • Mark Levy

Your Customer Shouldn’t Have to Hold the Company Together

What Happens When Ownership Doesn’t Move With the Customer?

Jun 2 • Mark Levy

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.

May 26 • Mark Levy

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

Don’t Make Good Customers Prove They’re Innocent

Retailers want AI to catch bad returns faster. The harder job is making sure honest customers don’t get trapped in the fraud lane.

Jul 3 • Mark Levy

Your Trip Starts Before Your Site

Plus: Customers are asking AI where to go. The brand still owns the promise.

Jul 2 • Mark Levy

Give the Agent a Badge

Plus: Customers still check AI’s homework. The next test is whether they can check its actions.

Jul 1 • Mark Levy

Your Medical Record Has a Chat Box

Plus: Patient portals get conversational, health search trust stays messy, and UpDoc shows where AI care needs hard rails.

Jun 30 • Mark Levy

Let the Guest Hold the Cart

Plus: Target meets shoppers inside AI assistants, patient records get a chatbot, and Storyline turns financial data into personalized video.

Jun 29 • Mark Levy

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

The Hidden System Is the Service

DCX Links July 5, 2026

14 hrs ago • Mark Levy

Customers Stall Where Confidence Runs Out

DCX Links June 28, 2026

Jun 28 • Mark Levy

The Handoff Is the Experience

DCX Links Jun 21, 2026

Jun 21 • Mark Levy

Customers Notice What the System Protects

DCX Links June 14, 2026

Jun 14 • Mark Levy

The Moment Is the Experience.

DCX Links June 7, 2026

Jun 7 • Mark Levy

Customers Experience the Operating Model First

DCX Links May 31, 2026

May 31 • Mark Levy

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

Decoding Customer Experience

Decoding Customer Experience

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

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Courses

30 Days to Greater Influence

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Publications

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

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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