Decoding Customer Experience | Mark Levy | Substack

CX Maturity Is the Conversation Leaders Keep Dodging

Why maturity debates stall when decisions get uncomfortable and what to do about it

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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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Customer Experience Is Done. Customer Control Comes Next.

A Psychology of CX 101 Perspective

Jan 13 • Mark Levy

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

DCX AI Today

ServiceNow and OpenAI are Aiming at the Messy Part of CX

PLUS: If your process is sloppy, AI just helps you get the wrong answer faster

13 hrs ago • Mark Levy

AI is About to Expose Your Experience

Why The “Boring Stuff” Is The Real Competitive Edge

Jan 20 • Mark Levy

Wikipedia Just Told AI: “Pay up.”

Plus: If your bot can’t prove where it learned something, your customers will stop believing it

Jan 16 • Mark Levy

The Next CX Scandal: Helpful AI

Plus: Apple’s new creator bundle quietly shows where “consumer AI” is headed

Jan 15 • Mark Levy

Customer Patience is Down. AI-in-The-Workflow is Up.

Plus: Adobe’s new data shows AI-referred shoppers aren’t window-shopping — they’re converting

Jan 14 • Mark Levy

DCX Links

Customers Aren’t Escalating Anymore. They’re Leaving.

DCX Links | January 18, 2026

Jan 18 • Mark Levy

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

DCX Links | January 11, 2026

Jan 11 • Mark Levy

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

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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