Decoding Customer Experience | Mark Levy | Substack

When Persuasion Becomes Automation: Designing for Trust in AI

As AI learns to influence more effectively, the ethical stakes rise.

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Inspiration, education, and coaching for customer-obsessed leaders.

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Your Customers Can’t Tell What’s Real Anymore

Deepfakes aren’t just changing media — they’re changing trust. Here’s what that means for every CX leader.

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Agentic AI vs. AI Agents: Stop Pretending They’re the Same Thing

The CX Shift You Can’t Ignore

Oct 21 •

Stop Reacting. Start Anticipating.

Your customers don’t wait—and neither should your CX. Discover how agentic AI helps teams predict, act, and build loyalty before the first complaint…

Oct 14 •

When Service Failures Hit Deeper Than Expected

Why customer experience teams need a trauma-informed approach

Sep 30 •

Five Principles Behind the Customer Experiences People Never Forget

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DCX AI Today

The Age of Passive Consumers Is Over. Welcome to the AI-Active Customer.

Plus: the AI tool helping CX teams handle infinite support tickets without infinite headcount.

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When AI learns people rather than just processes, brands transform.

PLUS: Have AI help you write a message to a high-value customer who just returned a product.

Nov 6 •

Shopping Bots in The Ring — Your Checkout Just Got Flagged

PLUS: Personalization Power Play

Nov 5 •

Coca-Cola’s New AI holiday Ad Misses the Mark

PLUS: Create a 30-Second Holiday Ad That Actually Lands

Nov 4 •

Shoppers just say it — AI buys it

PLUS: “Talk me through dinner” — The Conversational Commerce Template

Nov 3 •

DCX Links

DCX Links | October 26, 2025

What if your next big CX innovation wasn’t another dashboard—but a mindset shift?

Oct 26 •

DCX Links | October 19, 2025

From fear to fuel: how smart CX teams are turning disruption into connection.

Oct 19 •

DCX Links | October 12, 2025

From Effortless to Autonomous: The Future of CX Is Already Here

Oct 12 •

DCX Links | October 5, 2025

CX Isn’t About Shiny Tools. It’s About Smart Choices.

Oct 5 •

DCX Links | September 28, 2025

AI, Trust, and the Human Touch: The New Rules of CX

Sep 28 •

DCX Links | September 21, 2025

Let’s face it—customers today expect more than speed.

Sep 21 •

DCX Links | September 14, 2025

Big wins in CX don’t start with big moves—they start with small ones

Sep 14 •

DCX Links | August 31, 2025

This Week in CX: Feel It, Smell it, Fix It, Humanize It

Aug 31 •

DCX Links | August 24, 2025

The Hidden Forces Rewriting CX: AI, Trust, and the Death of Old Metrics

Aug 24 •

Decoding Customer Experience

Decoding Customer Experience

Everything you need to lead in modern CX. Smart strategies, ready-to-use tools, and daily AI know-how.

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Courses

30 Days to Greater Influence

Fast-Track Your CX Influence Starting Today

Publications

The Accountability Team Handbook

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

The Ultimate CX Templates Vol 1.

5 Stratospheric Laws of Success

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