Decoding Customer Experience | Mark Levy | Substack

Customers Don’t Want Better Tools. They Want Less Work

DCX Links | January 11, 2026

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The New 10 Commandments of CX

Apr 22, 2025 • 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

DCX Links | March 9, 2025

Mar 9, 2025 • Mark Levy

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Featured

Customer Centricity Isn’t a CX Problem

It’s an everyone problem.

Jan 6 • Mark Levy

Customer Obsession Isn’t the Bottleneck. Indecision Is.

Why decision clarity—not more feedback—actually scales customer experience

Dec 23, 2025 • Mark Levy

But the Customer Asked For It.

Six words that kill more customer experiences than bad execution ever could.

Dec 16, 2025 • Mark Levy

The Mind Is the Interface: The New Psychology of CX

The brain, not your process map, decides the customer experience.

Dec 2, 2025 • Mark Levy

When the AI Storyline Hit the CX Wall

What Companies Get Wrong About CX in the AI Era

Nov 25, 2025 • Mark Levy

DCX AI Today

The Checkout Is Moving Into the Chat

Plus: Zendesk says 88% of customers expect faster response times than last year

Jan 9 • Mark Levy

AI Didn’t “Show Up” This Holiday — It Started the Shopping Journey

PLUS: Holiday shopping data shows chatbot traffic exploding — and customers are already adapting

Jan 8 • Mark Levy

When Your Car’s AI Can See, the CX Stakes Jump

PLUS: Why customers want AI that sounds like them

Jan 7 • Mark Levy

Alexa Goes Desktop

Plus: Samsung scales “Galaxy AI” to 800M devices — and voice commerce gets more agentic

Jan 6 • Mark Levy

Samsung’s “AI Living” Push Turns the Home Into a New CX Front Door

Plus: empathy is becoming a design requirement — not a “nice to have”

Jan 5 • Mark Levy

DCX Links

What CX Leaders Need to Take Back Before It’s Too Late

DCX Links | January 4, 2026

Jan 4 • Mark Levy

Rushed AI, Bloated Journeys, Silent Channels—None of This Is Accidental

DCX Links | December 28, 2025

Dec 28, 2025 • Mark Levy

Customer Confidence Is the CX Risk You Are Not Measuring

DCX Links | December 21, 2025

Dec 21, 2025 • Mark Levy

Why the Best CX Leaders Are Leaving Features on the Cutting Room Floor

DCX Links | December 14, 2025

Dec 14, 2025 • Mark Levy

The CX Game Has Changed—Are You Still Playing by the Old Rules?

DCX Links | December 7, 2025

Dec 7, 2025 • Mark Levy

Who's Really in Charge of Your CX? (Hint: It’s Not You)

DCX Links | November 30, 2025

Nov 30, 2025 • Mark Levy

Trust Isn’t a Metric—It’s Your CX Lifeline

DCX Links | November 23, 2025

Nov 23, 2025 • Mark Levy

DCX Links | November 16, 2025

What feels simple often isn’t—and what works rarely happens by accident.

Nov 16, 2025 • Mark Levy

DCX Links | November 9, 2025

Something interesting is happening right now.

Nov 9, 2025 • Mark Levy

Decoding Customer Experience

Decoding Customer Experience

Become the CX leader your company relies on. Get daily strategies, tools, and AI know-how that improve decisions, strengthen teams, and elevate your customer experience.

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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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