Decoding Customer Experience | Mark Levy | Substack

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.

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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

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

The Best CX Surveys Don’t Start With a Question

Survey smarter, not louder. Learn when to ask NPS, CSAT, CES to drive revenue, loyalty, and trust.

Apr 14 • Mark Levy

The CX Job Just Got Bigger

The new CX Horizons report makes one thing clear: AI, trust, and discoverability are expanding CX from journey design to operating model ownership.

Apr 7 • Mark Levy

CX Stagnation is a Psychology Problem, not a Technology Problem

More tools. More AI. Same friction. The real CX gap is failing to design for how customers think and trust.

Mar 31 • Mark Levy

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

The Agent Role Problem Nobody Is Solving

Plus: When Five Eyes intelligence agencies warn about your AI deployment, CX teams should probably listen.

10 hrs ago • Mark Levy

The Shelf Is Now Algorithmic. Is Your Brand Even On It?

Plus: The warm chatbot problem and the ad spend that AI agents are starting to skip

May 11 • Mark Levy

The Customer Experience Now Starts Before the Customer Sees the Product.

AI is moving upstream from the checkout.

May 8 • Mark Levy

The Handoff Tax Finally Has a Receipt

Plus: A better AI support strategy starts with one uncomfortable question: can the system finish the work, or is it pushing delay onto the customer?

May 7 • Mark Levy

Customers Are Giving AI a Shorter Leash

Plus: They’ll try faster service. They still expect memory, reversibility, and a human exit when the stakes rise.

May 6 • Mark Levy

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

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

What CX Leaders Need to Fix Before AI Can Actually Deliver

DCX Links | March 22, 2026

Mar 22 • Mark Levy

The Real CX Risk Is Not Bad Tech. It Is Broken Trust.

DCX Links | March 15, 2026

Mar 15 • 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

Fast-Track Your CX Influence Starting Today

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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