Decoding Customer Experience | Mark Levy | Substack

What CX Teams Are Really Stuck On Right Now

Less noise. More signal. And a path forward.

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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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Featured

CX Maturity Is the Conversation Leaders Keep Dodging

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

Jan 20 • Mark Levy

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

DCX AI Today

If Your AI Business Case Is “Fewer Agents,” Read This Twice

Plus: Gartner’s cost warning, Cisco’s privacy reality check, and Airtable’s agent move

17 hrs ago • Mark Levy

Claude Just Learned to “Do the Work,” Not Just Talk About It

Plus: customers are feeling slightly better… but still pretty annoyed

Jan 27 • Mark Levy

AI’s New Promise: “Jobs, Jobs, Jobs”

Plus: the “AI adoption gap” is turning into a CX gap

Jan 26 • Mark Levy

The Day the Customer Doesn’t Visit Your Website

PLUS: The Unglamorous “Trust Plumbing” is About to Become Your Advantage

Jan 23 • Mark Levy

If Customers Have to Repeat Themselves, You Didn’t Automate Anything.

PLUS: Closed-loop CX is the new bar: detect friction, fix the root cause, and stop the repeat contacts.

Jan 22 • Mark Levy

DCX Links

Transparency is Making Customers Trust You Less—Here’s Why.

DCX Links | January 25, 2026

Jan 25 • Mark Levy

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

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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