Decoding Customer Experience | Mark Levy | Substack

Customers Stall Where Confidence Runs Out

DCX Links June 28, 2026

READ THE LATEST

Most Popular

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

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

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

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

Who's Really at Your Front Door?

Plus: Medicare puts AI review on the clock, bots outnumber humans online, and Asmi hints at the next service curveball: the caller may be an assistant…

Jun 26 • Mark Levy

The CRM Moat Just Got Thinner

Plus: Wall Street is asking whether customer records are still a fortress, or just another expensive place for AI to rummage around.

Jun 25 • Mark Levy

Put the Bot on the Clock

Plus: companies are putting AI agents on the service floor. Customers are giving them about three minutes to prove they can actually help.

Jun 24 • Mark Levy

When the Bank Bot Goes Quiet

Plus: banks and merchants are giving AI more customer-facing responsibility. The recovery plan still looks like a group project.

Jun 23 • Mark Levy

The Bot Needs a Hall Monitor

Plus: bank-wide AI risk training, agents without owners, customer-service fatigue, and the very human job nobody should forget to assign.

Jun 22 • Mark Levy

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

Customers Stall Where Confidence Runs Out

DCX Links June 28, 2026

13 hrs ago • 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

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

Decoding Customer Experience

Decoding Customer Experience

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

Index

Follow Me

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

Recommendations

The Owner's Guide to the Future

Robert Tercek

The Wellbeing Equation | Bronce J. Rice

Dr. Bronce Rice

Prof G Media

Do Good by Doing Better

Eric Duell

Now I New I Next

Tobin Trevarthen

Decoding Customer Experience

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

About Archive Recommendations Sitemap

#nojs-banner { position: fixed; bottom: 0; left: 0; padding: 16px 16px 16px 32px; width: 100%; box-sizing: border-box; background: red; color: white; font-family: -apple-system, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; line-height: 13px; } #nojs-banner a { color: inherit; text-decoration: underline; } This site requires JavaScript to run correctly. Please turn on JavaScript or unblock scripts