Decoding Customer Experience | Mark Levy | Substack

The CX Job Just Got Bigger

The new CX Horizons report makes one thing clear: AI, trust, and discoverability are expanding CX from journey design to operating model ownership.

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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

The CX edge your peers don't have yet.

DCX Newsletter: Deep dives to shift how you think and lead

CX Stagnation is a Psychology Problem, not a Technology Problem

More tools. More AI. Same friction. The real CX gap is failing to design for how customers think and trust.

Mar 31 • Mark Levy

Why Opti-Channel Fixes What Omni-Channel Missed

Every Channel Works Until the Handoff Breaks

Mar 24 • Mark Levy

Stop Saying CX Is Soft

Here is something I wish more CX teams would stop accepting

Mar 17 • Mark Levy

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

DCX AI Today: Quick hits on AI moves and what they mean for your customers

AI Is Moving into the Shopping Cart, Literally

Plus: It's starting to shape the purchase moment itself, not just the marketing around it.

20 hrs ago • Mark Levy

AI Agents Need Managers Now

Plus: IBM’s live dashboard points to the next CX battleground: oversight, not output

Apr 6 • Mark Levy

Your Next Customer May be an AI

Plus: CX teams now need to design for software that can act, not just answer

Apr 3 • Mark Levy

OpenAI just Clarified Where AI Competition is Heading

Plus: Google moves voice AI closer to scaled use

Apr 2 • Mark Levy

AI shopping is about to create a very human problem

Plus: The tech can act faster. Customers still need clarity, control, and a way out when it gets the call wrong

Apr 1 • Mark Levy

DCX Links: Curated reads translated into concrete CX operating moves.

What Intuit, Airbnb, and Shake Shack reveal about the next phase of customer experience

DCX Links | April 5, 2026

Apr 5 • Mark Levy

CX in 2026: Orchestration Beats Channel Thinking

DCX Links | March 29, 2026

Mar 29 • Mark Levy

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

Decoding Customer Experience

Decoding Customer Experience

Become the CX leader your company can't afford to lose. 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

5 Stratospheric Laws of Success

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