Decoding Customer Experience | Mark Levy | Substack

The Wait Tells Customers Who You Are

Customers can forgive delay. They have a much harder time forgiving silence.

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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 Last 20% Is Where the Real CX Work Begins

The AI agent can handle the conversation. The real test comes when it touches the company behind it.

Aug 4 • Mark Levy

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

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

Your Answer Box Owns the Next Click

Replacing menus with conversation can cut customer effort. It also lets one answer decide what the customer sees next.

Aug 14 • Mark Levy

Your Customer Already Did the Homework

Car shoppers are arriving with AI-built shortlists. Dealers still have to prove the journey can pick up where the research left off.

Aug 13 • Mark Levy

Customers Shouldn't Be Your QA Team

A pharmacy rollback reminds us that a clean demo isn't the same thing as a customer getting what they came for.

Aug 12 • Mark Levy

When AI Becomes the Front Door

AI can answer the phone, book the appointment, and carry the conversation into text. That creates a useful design question: how should the journey work…

Aug 11 • Mark Levy

Free Advice Still Needs an Accountable Adult

People under financial stress are turning to AI first. The handoff to qualified help can't be an afterthought.

Aug 10 • Mark Levy

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

Decoding Customer Experience

Decoding Customer Experience

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

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CX Leader's Guide to Organizational Buy-In

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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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