Decoding Customer Experience | Mark Levy | Substack

Why Opti-Channel Fixes What Omni-Channel Missed

Every Channel Works Until the Handoff Breaks

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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

‘Customer Engagement’ Is Overrated—Here's What Really Builds Loyalty

Mar 25, 2025 • Mark Levy

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Featured

Why So Many Journey Maps Look Useful Yet Change Nothing

Your journey map may be protecting the company from the truth.

Mar 10 • Mark Levy

Your AI is working. So why is volume up?

Lowering the cost of asking changes customer behavior—and your economics.

Mar 3 • Mark Levy

The Real Reason Customers Go Public

It’s not about the money. It’s about agency.

Feb 24 • Mark Levy

Your VoC Program Might Be a Performance

When CX owns the data but not the decisions, friction never dies.

Feb 17 • Mark Levy

Stop Saying CX Is Soft

Here is something I wish more CX teams would stop accepting

Mar 17 • Mark Levy

DCX AI Today

The Real Agentic AI Product Is Permission

Plus: the next AI CX mess will not come from a bad answer. It will come from a system that was allowed to act before anyone nailed down the rules.

14 hrs ago • Mark Levy

The Checkout Bot Is Not the Breakthrough. Control Is.

Plus: Walmart's ChatGPT checkout failed. The data shows why — and what CX leaders need to fix before their own pilots go live.

Mar 23 • Mark Levy

The Next CX Battleground Isn’t AI Chat. It’s AI Checkout

Plus: Alexa+ moves closer to the transaction, while fraud and evaluation pressure force teams to design for recovery

Mar 20 • Mark Levy

The Best Consumer AI Will Explain Itself

Plus: Shopping gets faster, but trust still decides the cart

Mar 19 • Mark Levy

Agentic AI Needs Guardrails, Not Hype

The funding is flashy. The real question is whether these agents can handle messy customer work without making things worse.

Mar 18 • Mark Levy

DCX Links

What CX Leaders Need to Fix Before AI Can Actually Deliver

DCX Links | March 22, 2026

Mar 22 • Mark Levy

The Real CX Risk Is Not Bad Tech. It Is Broken Trust.

DCX Links | March 15, 2026

Mar 15 • Mark Levy

The New CX Job: Spot the Risk, Surface the Truth, Repair the Trust

DCX Links | March 8, 2026

Mar 8 • Mark Levy

AI Isn't Killing Support—It's Killing Excuses

DCX Links | March 1, 2026

Mar 1 • Mark Levy

Metrics Up. Trust Down?

DCX Links | February 22, 2026

Feb 22 • Mark Levy

Are We the Last Human-Only Workforce?

DCX Links | February 15, 2026

Feb 15 • Mark Levy

Your Next CX Win Won’t Come from Strategy—It’ll Come from Visibility.

DCX Links | February 8, 2026

Feb 8 • Mark Levy

AI Is Changing CX Faster Than Trust Can Keep Up

DCX Links | February 1, 2026

Feb 1 • Mark Levy

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

DCX Links | January 25, 2026

Jan 25 • 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

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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

5 Stratospheric Laws of Success

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