Decoding Customer Experience | Mark Levy | Substack

Customers Are Hiring Backup

DCX Links July 12, 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

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

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

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

Make the Bot Show Its Work

Plus: a bank can resolve most messaging conversations with AI. The harder question is whether the customer who needs judgment, empathy, or recovery gets…

Jul 10 • Mark Levy

Make the Bot Earn the Transfer

Plus: Siemens says one AI routing agent now handles 90% of inbound calls, but the useful lesson is where it stops.

Jul 9 • Mark Levy

Don’t Let the Page Whisper to the Agent

Plus: When AI helps customers research, compare, and choose, your website stops being a brochure and starts becoming operating evidence.

Jul 8 • Mark Levy

Don’t Make the Queue Smarter. Make It Shorter.

Plus: AI earns its place in CX when it removes waiting, repeat effort, and dead ends from the journey customers already hate.

Jul 7 • Mark Levy

Don’t Hide the Human Door

Plus: The NHS wants AI to route patients faster. Fair enough. But faster access still needs a person the patient can reach when the machine sends them…

Jul 6 • Mark Levy

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

Customers Are Hiring Backup

DCX Links July 12, 2026

15 hrs ago • 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

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

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Decoding Customer Experience

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

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