DCX # 132 | Top 10 DCX Articles of 2024
Looking back at 2024’s most impactful lessons and stories, we find the insights and inspiration to drive CX forward in 2025. Let’s reflect, learn, and build a stronger path ahead together.
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The DCX 2024 Year in Review
As 2024 comes to a close, I’ve been thinking about the incredible journey we’ve shared this year.
If there’s one thing that’s clear, it’s this: the work we do in customer experience isn’t easy.
It’s messy, vulnerable, and, at times, downright exhausting.
But it’s also meaningful, rewarding, and deeply human.
And I’m so grateful to have shared this journey with you.
This year’s most-read articles were about us—our struggles, our wins, and the moments where we dared to get real about what it means to create meaningful experiences for customers.
Whether it was letting go of perfectionism with The CX Perfection Paradox or confronting those quiet, overlooked cracks in loyalty with The Case of the Silent Cancellation, these stories reflected what so many of us are grappling with every day.
We also dug into what truly connects us to the people we serve. Articles like 7 Psychological Insights Every CX Professional Should Know reminded us that understanding the hearts and minds of our customers isn’t a nice-to-have—it’s everything.
And then there were the collective moments of solidarity, like The Top 7 Gripes of CX Professionals, where we could all say, “Oh yeah, me too.”
Those moments of shared humanity remind us we’re not alone in this work.
What I’m most grateful for this year is you—this community. Showing up, sharing your thoughts, engaging in these conversations—that’s the magic.
It’s what turns this work from a lonely grind into something bigger. Thank you for your courage, your curiosity, and your willingness to be in this with me.
As we revisit the top 10 articles of the year, I hope they remind you of how far we’ve come and inspire you for what’s ahead.
Let’s keep leaning into the messy, meaningful work of CX, together.
Thank you for being part of this—here’s to an even braver 2025.
-Mark
Top 10 DCX Articles of 2024
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👋 Please Reach Out
I started this newsletter to help customer-obsessed professionals deliver better customer experiences — and to have more conversations with friendly and interesting people exactly like you! 😊 If you ever...
have feedback for me
have a question or a problem around customer experience/strategy/team building or more
want to say hello
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— Mark
www.marklevy.co
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Join the global community of 1,000+ CX trailblazers! Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Don’t miss out—join the movement today!