Decoding Customer Experience | Mark Levy | Substack

Your Operating Model Is Showing

DCX Links August 21, 2026

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Customers Notice What the System Protects

Jun 14 • Mark Levy

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 CX edge your peers don't have yet.

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

The Last 20% Is Where the Real CX Work Begins

The AI agent can handle the conversation. The real test comes when it touches the company behind it.

Aug 4 • Mark Levy

The Company the CEO Sees Is Not the Company the Customer Gets

Executive escalations reveal what an organization can do. They also expose what ordinary customers can't make it do.

Jul 21 • Mark Levy

AI Will Not Save Customer Experience From Weak Leadership

AI is moving customer decisions into systems the CXO doesn’t control. The job now is to make sure someone owns the consequences.

Jul 14 • Mark Levy

The Free Money Experience

How prediction markets expose a customer experience problem every executive already owns.

Jul 7 • Mark Levy

The CX Stack Is Eating the Org Chart

The old stack routed customer work around the company. The new one decides who does the work, whose judgment wins, and who gets blamed when the machine…

Jun 30 • Mark Levy

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

That Signup Prompt Picked Its Moment

AI can improve timing. But when does a better-timed invitation start to feel like pressure?

Aug 21 • Mark Levy

Who Owns the Error After the Visit?

Oracle's clinical agent now carries one patient conversation into the chart, the code, and whatever happens next.

Aug 20 • Mark Levy

Your Skin Scan Has a Sales Target

A 4,000-store rollout shows why personal context needs a customer contract.

Aug 19 • Mark Levy

Don't Let the Default Choose Your AI Policy

Atlassian's new data terms turn an admin default into a customer-trust decision few CX teams will ever see.

Aug 18 • Mark Levy

Count What Reaches the Human

A smarter front door can improve resolution and increase escalations. Containment alone won't tell you which happened.

Aug 17 • Mark Levy

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

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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