If you lead customer experience, you already know: the work is harder than it looks from the outside.

You’re navigating siloed teams, limited budgets, executives who want ROI yesterday, and an AI landscape that’s changing faster than any roadmap can keep up with. Even the most capable CX leaders can feel like they’re building the plane while flying it.

That’s exactly why I built Decoding Customer Experience.

About Decoding Customer Experience

Decoding Customer Experience (DCX) is a publication for customer experience leaders who sit at the intersection of customers, operations, and growth. It’s built for people who are accountable for outcomes, but don’t control all the levers — CX, digital, product, care, and operations leaders working inside complex organizations where change is messy and expectations keep rising.

If you’re leading CX work and feel the tension between what customers need and what your org is ready to do, DCX is for you.

What you get when you subscribe

When you subscribe, you get practical, operator-minded insight you can use this week — not theory you’ll never apply.

You’ll learn how to:

• Turn vague “customer issues” into clear business problems your executives will act on

• Use customer psychology to design experiences that match how people actually think, feel, decide, and behave

• Translate CX work into language that resonates with finance, product, and operations

• Make smart, realistic use of AI in your customer journeys and operations

• Lead change in environments with silos, constraints, and competing priorities

Every week, you’ll get three core products:

Tuesdays — The DCX Newsletter
One focused issue each week: a clear framework, real-world examples, and tools you can apply immediately. No fluff, no filler.

Mon–Fri — DCX AI Today
A short daily briefing on how AI is reshaping customer experience — news, tools, and analysis curated for CX leaders who need to stay ahead without drowning in feeds.

Sundays — DCX Links
Six curated resources that save you time and challenge your thinking. The best of what’s happening across CX, leadership, and human-centered AI, delivered once a week.

You’ll walk away with language, models, and examples you can use in your next exec meeting, with your team, or in your roadmap discussions.

Subscribe to Decoding Customer Experience

Join over 1,500 CX professionals in 100+ countries who use DCX to stay sharp and move their organizations forward.

Who I am and why I publish DCX

I’ve spent more than 25 years leading customer experience, digital transformation, product, and growth inside big, complex businesses. I’ve led work at Comcast, AT&T, Nokia, Jaguar Land Rover, and most recently Frontier Internet/Verizon.

I’ve sat in the seat where:

• Customers expect more every quarter

• Teams are siloed and pulled in different directions

• Budgets are tight and executives want ROI yesterday

• The people accountable for outcomes don’t control all the levers

That’s not an abstract problem. That’s been every role I’ve held.

I’m also the author of The Psychology of CX 101, a book built around a simple idea: customer experience works better when you understand how people actually think, feel, decide, and react.

I built Decoding Customer Experience because it’s what I wish I’d had earlier in my career — a place that speaks directly to the realities of doing CX work inside real companies, with real constraints, and still pushes you to lead with clarity, courage, and precision.

I know how lonely it can feel to be the one pushing for the customer when everyone else is focused on revenue, risk, or internal politics. I’ve seen what happens when one empowered CX leader gets the right framing, the right tools, and the confidence to act. The ripple effects are real across customers, employees, and financials.

My mission is simple: give you what you need to be that leader.

Free vs. paid access

Free tier
The free subscription is for CX professionals who want to stay informed and sharpen their thinking. You’ll get:

• DCX newsletter issues

• Daily DCX AI Today briefings

• Sunday DCX Links roundups

• Public essays and resources I release to the broader CX community

It’s a strong starting point if you’re testing whether DCX fits how you think and work.

Paid tier (DCX Member)
The paid tier is for serious CX leaders who want a consistent, unfair advantage in how they think and operate.

As a paid member, you get:

• Full access to every weekly DCX Newsletter issue

• Full access to DCX AI Today (Mon–Fri)

• Full access to every Sunday DCX Links

• The full DCX Premium Content Library (deep dives, frameworks, templates, and tools)

• Access to DCX AI Today archives so you can track AI shifts over time

• Priority access to new experiments, workshops, and tools I’m building for CX leaders

Paid members get the complete operating system: thinking, language, and tools you can bring straight into your org.

Join the DCX community

Executives and change-makers at Microsoft, Comcast, Humana, Genesys, Qualtrics, and JPMC, and many others read DCX for no-fluff, actionable insight trusting DCX to sharpen how they lead customer-centric transformation.

This is where serious CX leaders come to stay sharp.

If you want to lead CX with more clarity, confidence, and impact — and do it in a way that respects real-world constraints — I’d be glad to have you inside the DCX community.

Join over 1,500 CX professionals who read DCX every week.

Mark Levy | LinkedIn | marklevy.co