Decoding Customer Experience | Mark Levy | Substack

Design for the Customer Who Is Actually There

DCX Links August 7, 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

Your Personalized Price Needs a Receipt

AI can recommend, flag, and optimize. Customers still need to see the rule and correct the result.

Aug 7 • Mark Levy

AI Can Cover the Desk. It Can't Own the Relationship.

The customer will notice if faster access still leads to a weaker answer.

Aug 6 • Mark Levy

What Happens After AI Takes the Easy Calls?

Carvana keeps cutting service costs. The harder customer problems are the part to watch.

Aug 5 • Mark Levy

Give the Next-Best Action a Back Button

Personalization can improve service and revenue. It can also make a bad guess follow the customer everywhere.

Aug 4 • Mark Levy

Your AI Now Has to Introduce Itself

Disclosure rules are live, shoppers are checking the work, and CX teams need proof customers can actually see.

Aug 3 • 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.

Aug 2 • 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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30 Days to Greater Influence

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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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