Decoding Customer Experience | Mark Levy | Substack

What CX Teams Are Really Stuck On Right Now

Less noise. More signal. And a path forward.

READ THE LATEST

Most Popular

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

Join CX pros in 100+ countries

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

Marketplaces are Putting “buy-for-me” AI Agents on a Leash

Plus: AI traffic is tiny, but it converts like it means business

Jan 30 • Mark Levy

Google’s AI Overviews Just Hit a Trust Wall

Plus: Why “agentic” is the new checkout line

Jan 29 • Mark Levy

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

Jan 28 • 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

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.

Follow Me

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

Recommendations

Good Government Files

Good Government Files

Will Hampton

Unstack Substack

Unstack Substack

Kristi Keller 🇨🇦

Scaling Customer Value

Scaling Customer Value

Jens Stark

The Pragmatic Engineer

The Pragmatic Engineer

Gergely Orosz

Eating Policy

Jennifer Pahlka

#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