Decoding Customer Experience | Mark Levy | Substack

Customers Can Feel Who Owns the Choice

DCX Links August 2, 2026

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Customers Notice What the System Protects

Jun 14 • Mark Levy

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 CX edge your peers don't have yet.

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

The Company the CEO Sees Is Not the Company the Customer Gets

Executive escalations reveal what an organization can do. They also expose what ordinary customers can't make it do.

Jul 21 • Mark Levy

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

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

Did the Customer Actually Understand?

A cancer-support pilot raises a basic question: did the customer understand, or did the screen simply move on?

Jul 31 • Mark Levy

Scale Can’t Fix a Bad Test

Starbucks learned the expensive way: field conditions, fallback rules, and frontline judgment belong in the product plan.

Jul 30 • Mark Levy

Put Judgment on the Hiring Plan

HSBC hires AI builders and wealth advisers together, DBS measures whether banking chat finishes the job, and Ada puts bot behavior under change control.

Jul 29 • Mark Levy

Don't Turn Hesitation Into a Decline

Banks watch what happens after login, AI users still Google, and Europe moves the deadline.

Jul 28 • Mark Levy

One Prompt Can Become a Standing Order

Meta AI keeps working, Michaels turns project questions into carts, and Experian checks the agent at checkout.

Jul 27 • Mark Levy

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

Customers Can Feel Who Owns the Choice

Customer experience insights on JetBlue’s fare design, human-AI advertising, loyalty programs, self-service effort, and satisfaction measurement.

19 hrs ago • Mark Levy

Every System Change Creates a Customer Test

DCX Links July 26, 2026

Jul 26 • Mark Levy

Customers Are Counting the Hidden Costs

DCX Links July 19, 2026

Jul 19 • Mark Levy

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

Decoding Customer Experience

Decoding Customer Experience

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

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32 Power Prompts

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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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