Archive - Decoding Customer Experience

The Customer Already Told You What Comes Next

DCX Links August 16, 2026

Aug 16 • Mark Levy

The Wait Tells Customers Who You Are

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

Aug 11 • Mark Levy

Design for the Customer Who Is Actually There

DCX Links August 7, 2026

Aug 9 • Mark Levy

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

Customers Can Feel Who Owns the Choice

DCX Links August 2, 2026

Aug 2 • Mark Levy

July 2026

The CXO Your Board Actually Needs

Plenty of CX leaders can describe the problem. The ones who matter can change the decision.

Jul 28 • Mark Levy

Every System Change Creates a Customer Test

DCX Links July 26, 2026

Jul 26 • 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

Customers Are Counting the Hidden Costs

DCX Links July 19, 2026

Jul 19 • 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

Customers Are Hiring Backup

DCX Links July 12, 2026

Jul 12 • Mark Levy

The Free Money Experience

How prediction markets expose a customer experience problem every executive already owns.

Jul 7 • Mark Levy

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