Decoding Customer Experience | Mark Levy | Substack

Your VoC Program Might Be a Performance

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

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Featured

When Everything Is Urgent, Nothing Is

A field guide for surviving “quick sync” culture without letting other people’s panic become your backlog.

Feb 3 • Mark Levy

What CX Teams Are Really Stuck On Right Now

Less noise. More signal. And a path forward.

Jan 27 • Mark Levy

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

Five CX Metrics That Make Executives Sweat

None of these fit neatly in a KPI box. That’s the point.

Feb 10 • Mark Levy

DCX AI Today

Your CX Stack Just Became a Security Back Door

Plus: Why AI pressure is rising, and what to do before your agents feel it first

Feb 20 • Mark Levy

Your AI Copilot Just Read the “Confidential” Email

Plus: Why customer trust is becoming the real growth ceiling for AI

Feb 19 • Mark Levy

Stop Automating The Conversation. Start Fixing The Work.

Plus: The fastest CX win is usually hiding in your backlog

Feb 18 • Mark Levy

Your Customers Are About to Fire Your Help Center

Plus: Uber Eats shows what “just handle it” CX looks like

Feb 17 • Mark Levy

The “Modern Contact Center” Myth Is Dead

Plus: Voice AI is getting real, and trust is now the whole job

Feb 16 • Mark Levy

DCX Links

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

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

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

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

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