Decoding Customer Experience | Mark Levy | Substack

Your Customer Shouldn’t Have to Hold the Company Together

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

READ THE LATEST

Most Popular

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

The AI Is Not Just Finding the Trip. It Is Picking It.

Plus: Travel is giving us a useful preview of what happens when AI stops answering questions and starts helping customers make the call.

8 hrs ago • Mark Levy

AI Contact Centers Need Managers, Not More Agents

Plus: The next CX AI problem is not whether an agent can answer. It is whether anyone can see, coach, govern, and correct the mixed workforce customers…

Jun 3 • Mark Levy

The Customer Experience Is Getting an AI Back Office

Plus: Financial advice, guest stays, and service handoffs are becoming the real test.

Jun 2 • Mark Levy

When AI Starts Doing the Work, Ownership Gets Real Fast

Plus: AI is starting to do more than answer questions, and that is exactly where messy ownership turns into customer pain.

Jun 1 • Mark Levy

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

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

May 29 • Mark Levy

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

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

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

Decoding Customer Experience

Decoding Customer Experience

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

Index

Follow Me

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

Recommendations

Books Are My People

Jennifer Caloyeras

Unstack Substack

Kristi Keller 🇨🇦

Uncharted Territories

Tomas Pueyo

Scaling Customer Value

Jens Stark

ByteByteGo Newsletter

Alex Xu

Decoding Customer Experience

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

About Archive Recommendations Sitemap

#nojs-banner { position: fixed; bottom: 0; left: 0; padding: 16px 16px 16px 32px; width: 100%; box-sizing: border-box; background: red; color: white; font-family: -apple-system, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; line-height: 13px; } #nojs-banner a { color: inherit; text-decoration: underline; } This site requires JavaScript to run correctly. Please turn on JavaScript or unblock scripts