Decoding Customer Experience | Mark Levy | Substack

Customers Are Counting the Hidden Costs

DCX Links July 19, 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

The Real CX Question: What Should Humans Do More Of Now?

May 10 • Mark Levy

The CX edge your peers don't have yet.

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

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

The Nod Economy

Why executive buy-in feels like progress, protects the status quo, and leaves customers paying for decisions no one wants to reopen.

Jun 23 • Mark Levy

Why Leadership Teams Don’t Fix CX – They Protect the Decisions That Broke It

How customer complaints expose the tradeoffs your organization stopped seeing long ago.

Jun 16 • Mark Levy

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

Give the Handoff a Memory

Plus: The next support gap isn’t whether AI can answer. It’s whether the case arrives with enough evidence for someone to fix it.

Jul 17 • Mark Levy

Don’t Make Calling the Customer’s Job

Plus: Customers do not hate service because it has AI in it. They hate when the system makes them do the work the company should have done.

Jul 16 • Mark Levy

Measure the Friction Before the Survey

Plus: AI is starting to turn calls, chats, complaints, and app behavior into a live operating map. The hard part is making someone own what it finds.

Jul 15 • Mark Levy

Bring the Human In Before the Damage

Speed is useful. Waiting too long to admit the customer needs judgment is where the experience starts to crack.

Jul 14 • Mark Levy

Fix the Handoff Before the Apology

AI is starting to answer the post-purchase question customers actually care about: where is my thing, and who owns it when the handoff breaks?

Jul 13 • Mark Levy

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

Customers Are Hiring Backup

DCX Links July 12, 2026

Jul 12 • Mark Levy

The Hidden System Is the Service

DCX Links July 5, 2026

Jul 5 • Mark Levy

Customers Stall Where Confidence Runs Out

DCX Links June 28, 2026

Jun 28 • Mark Levy

The Handoff Is the Experience

DCX Links Jun 21, 2026

Jun 21 • Mark Levy

Customers Notice What the System Protects

DCX Links June 14, 2026

Jun 14 • 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

Decoding Customer Experience

Decoding Customer Experience

Become the CX leader your company can't afford to lose.

Index

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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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