Decoding Customer Experience | Mark Levy | Substack

The Best CX Surveys Don’t Start With a Question

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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

The CX Job Just Got Bigger

The new CX Horizons report makes one thing clear: AI, trust, and discoverability are expanding CX from journey design to operating model ownership.

Apr 7 • Mark Levy

CX Stagnation is a Psychology Problem, not a Technology Problem

More tools. More AI. Same friction. The real CX gap is failing to design for how customers think and trust.

Mar 31 • Mark Levy

Why Opti-Channel Fixes What Omni-Channel Missed

Every Channel Works Until the Handoff Breaks

Mar 24 • Mark Levy

Stop Saying CX Is Soft

Here is something I wish more CX teams would stop accepting

Mar 17 • Mark Levy

Why So Many Journey Maps Look Useful Yet Change Nothing

Your journey map may be protecting the company from the truth.

Mar 10 • Mark Levy

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

Customer Signals are Finally Getting a Second Life

What used to sit in reports is starting to shape service, targeting, and next steps in real time.

10 hrs ago • Mark Levy

AI Shopping is Getting Smarter. So are Customers.

Retailers are pushing AI deeper into the journey, just as consumers get more skeptical about how much influence they want it to have.

Apr 14 • Mark Levy

Grab wants to guide more of the day

Plus: AI is creeping into discovery, booking, recovery, and trust checks all at once.

Apr 13 • Mark Levy

AI Shapes the Choice. Trust Decides it.

Plus: The consumer AI story today is less about smarter tools and more about trust, returns, and whether loyalty still works when skepticism is rising.

Apr 10 • Mark Levy

Judging AI in the Moments that Matter

Plus: Claims, checkout, and support are becoming the real test of whether this stuff helps.

Apr 9 • Mark Levy

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

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

CX in 2026: Orchestration Beats Channel Thinking

DCX Links | March 29, 2026

Mar 29 • Mark Levy

What CX Leaders Need to Fix Before AI Can Actually Deliver

DCX Links | March 22, 2026

Mar 22 • Mark Levy

The Real CX Risk Is Not Bad Tech. It Is Broken Trust.

DCX Links | March 15, 2026

Mar 15 • Mark Levy

The New CX Job: Spot the Risk, Surface the Truth, Repair the Trust

DCX Links | March 8, 2026

Mar 8 • 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

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

5 Stratospheric Laws of Success

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