Decoding Customer Experience | Mark Levy | Substack

Customers Notice What the System Protects

DCX Links June 14, 2026

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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

Everyone Knows the Problem. Nobody Owns the Fix.

AI can help CX teams find customer pain faster. But unless the business knows who owns the next move, all that intelligence just becomes a…

Jun 9 • Mark Levy

Your Customer Shouldn’t Have to Hold the Company Together

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

Jun 2 • Mark Levy

Your Next Customer May Not Visit Your Website

AI agents are changing where the journey begins. That puts pressure on the parts of CX most companies have treated as internal plumbing.

May 26 • Mark Levy

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

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

The Customer Conversation Is Becoming a Control Surface

Plus: utilities are letting AI get closer to billing and outage support, Apple wants the assistant closer to customer intent, and one service tool still…

Jun 12 • Mark Levy

The Checkout Button Is Moving Into the Assistant

Plus: when the assistant can recommend, decide, and pay, “good CX” starts sounding a lot like “please show me exactly what I approved.”

Jun 11 • Mark Levy

Your AI Agent Needs a Stress Test

Plus: your customer doesn’t care how smart the model is if the workflow still falls apart at the worst possible moment.

Jun 10 • Mark Levy

AI Agents Need Adult Supervision

Plus: Companies are sending AI into customer journeys faster than they can explain what happens next. Customers may have other plans.

Jun 9 • Mark Levy

AI Service Has to Prove It Finished the Job

Containment only matters when the customer gets a clean path from need to done.

Jun 8 • Mark Levy

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

Customers Notice What the System Protects

DCX Links June 14, 2026

8 hrs ago • Mark Levy

The Moment Is the Experience.

DCX Links June 7, 2026

Jun 7 • Mark Levy

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

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

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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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