Decoding Customer Experience | Mark Levy | Substack

The CX Manifesto: Your North Star in a Noisy World

If You Can't Define Your CX, You Can't Deliver It

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Inspiration, education, and coaching for customer-obsessed leaders.

Featured

The New 10 Commandments of CX

10 brutal truths CX leaders can’t ignore—unless you’re cool with churn, chaos, and getting ghosted.

Apr 22 •

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

Everything you thought you knew about customer loyalty is about to be challenged—are you ready?

Mar 25 •

How to Make Your CX Team Unstoppable

Your Work Is Too Important To Be Sidelined

Feb 4 •

Why Your Customers Aren't Happy

25 GenAI Prompts to Conduct a Detailed CX Gap Analysis

Jan 28 •

10 Ways to Stay Relevant as AI Infiltrates Customer Experience

AI is here, and it’s not waiting for your permission.

Jan 14 •

DCX Links

DCX Links | April 27, 2025

CX Leadership Isn’t Optional—It’s the Advantage

Apr 27 •

DCX Links | April 20, 2025

Real CX Work Happens Before the Click

Apr 20 •

DCX Links | April 13, 2025

CX Isn’t Broken — But It Might Be Headed That Way

Apr 13 •

DCX Links | April 6, 2025

Ditch the Dashboard: Leading with Humanity in an AI World

Apr 6 •

DCX Links | March 30, 2025

When Digital Meets Delight: Rediscovering the Magic in CX

Mar 30 •

DCX Links | March 23, 2025

The Leadership Edge: When to Follow the Trend and When to Break It

Mar 23 •

DCX Links | March 16, 2025

The Rise of the Machines—And Why CX Pros Need to Pay Attention

Mar 16 •

DCX Links | March 9, 2025

The best CX feels effortless. But behind the scenes, it’s anything but.

Mar 9 •

DCX Links | March 2, 2025

Is CX improving, or are we just moving the pain points around?

Mar 2 •

Decoding Customer Experience

Decoding Customer Experience

Hey CX leader! Juggling silos, tight budgets, and high expectations? Decoding Customer Experience is your lifeline for exclusive strategies, actionable tools, and proven insights to lead with confidence and drive results —subscribe now!

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