DCX Links | April 13, 2025
CX Isn’t Broken — But It Might Be Headed That Way
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Welcome to the DCX roundup of customer experience insights!
This week’s stories all point to a clear (and slightly uncomfortable) truth:
The tools you’re investing in might be making things worse, not better.
Customers are calling out lifeless automation.
Teams are quietly fearing AI.
And leaders? They're being asked to show up with more heart than ever.
The good news: CX pros are uniquely positioned to fix this.
With a sharper eye on what really drives trust — empathy, clarity, and just the right dose of tech — you can turn “meh” moments into loyalty engines.
Let’s dig in.
Happy reading—and stay curious, DCXers!
-Mark
This week’s must-read links:
Your Tech Upgrades Aren’t Working (and Customers Know It)
Your Digital Twin Might Take Your Job (and You Might Get Paid for It)
That’s Cold Amex
You Trained the Bot — Did You Train the Team?
The Psychology of Pricing
Honesty in Leadership
Your Tech Upgrades Aren’t Working (and Customers Know It)
Accenture just dropped a stat that should stop every CX leader in their tracks: 87% of customers say one bad experience is all it takes to bounce. Yet only 18% feel like recent tech upgrades have actually made service better. That gap? It’s costing companies big.
What went wrong
Since the pandemic, a lot of businesses have gone lean and mean — cutting costs, adding automation, and streamlining everything in sight. But in the race for efficiency, the customer got left behind.
64% of execs admit they’ve prioritized cost over experience.
AI’s big promise (and big risk)
GenAI has huge potential to transform customer service — faster answers, better routing, fewer headaches. But 1 in 3 customers still think it’ll make things worse. Trust is thin. Expectations are high.
Three moves smart CX teams are making
Personalize everything
Use AI to power better self-service. Give agents tools that actually help them in the moment. The best companies are 82% more likely to use AI to make agents smarter and faster.Get ahead of problems
Don’t just react — predict. Only 14% of leaders are doing this well today. Tap your data to see what customers need before they reach out.Break down the silos
Turn customer service into an insights engine. Feed that info back to product, marketing, and ops. Top performers are 57% more likely to use service insights to drive bigger changes.
Real talk for CX pros
If you’re not rethinking your service strategy now, you’re already behind. Service is no longer a cost center — it’s your best shot at earning trust, loyalty, and long-term growth. Tech helps, but only if it makes things easier for your customers and your team.
TLDR
Customers want fast, easy, personal help. Give it to them — or watch them leave.
🔗 Get the Full Report → Accenture
Your Digital Twin Might Take Your Job (and You Might Get Paid for It)
AI just stepped onto the catwalk — and it’s shaking things up. H&M is creating digital “twins” of real models, and while it might sound cool (no jet lag!), it’s got a lot of people in the fashion world seriously worried.
AI models are here — and people are nervous
The idea? Use AI versions of models in marketing and social posts — with the model’s OK and a paycheck. But here’s the rub: Is this about being innovative… or just cutting corners? Some folks see it as a new wave of job loss masked as progress.
This could snowball fast
Hair, makeup, lighting crews — everyone who makes a shoot happen could be at risk if AI takes over. A recent survey showed over half of industry pros think AI will hurt more than help.
Who really controls your face?
Sara Ziff from the Model Alliance is asking the big questions: What’s fair pay for a digital version of yourself? How do you know where and how your twin’s being used? Without solid rules, models could get shortchanged.
Laws are catching up (kinda)
New legislation is trying to catch up. A law in New York kicks in this June, and the EU will require AI labels starting next year. But the tech is moving faster than the rules.
Tech still doesn’t get fashion’s weirdness
AI’s great at copying, but not so much at creating. Drest’s Lucy Yeomans joked that AI doesn’t understand putting a belt halfway down a skirt — but real designers do. Fashion is weird and wonderful like that.
Why CX folks should care
This is about more than models. Every industry is asking: Should we use AI because we can, or because it actually makes things better? People still crave that human spark — the thing that feels real. If AI waters that down, customers will feel it.
The big question
Can brands still create magic if the magic isn’t real? Let’s see how this plays out.
🔗 Learn more→ The Guardian
That’s Cold Amex
After over a decade as a loyal American Express customer, Omar Visram canceled his card, and the entire experience was automated. No human. No effort to save them. Just a fast, efficient, emotionless goodbye. And this irked, Omar.
What automation missed
There was a chance to win him back. Not a huge one, maybe 5%, but it was there. A well-timed retention offer or even a quick, warm human touch could’ve made the difference. Instead? Silence.
Efficiency at what cost?
Automation is great for speed and scale. But not every moment should be outsourced to a bot. This was a loyalty moment. A relationship moment. And Amex treated it like a transaction.
CX takeaway
Use automation for the boring stuff, but don’t let it take over your relationships. When a customer is thinking about leaving, that’s not the time to step back. That’s when you should really lean in, listen, and give it a shot. In customer experience, saying goodbye is just as important as saying hello.
Even if there’s no real reason to keep a customer around, a simple “thank you” can really make a difference. Being grateful sticks with people; it keeps the connection alive and helps them remember your brand. It’s something a lot of companies forget about.
Try this
Audit your cancellation flows this week. What’s automated that shouldn’t be? Where could a human step in to make a difference? Saving 1 in 20 customers is still a win.
🔗 Omar’s Post → Source
You Trained the Bot — Did You Train the Team?
Forrester’s podcast gets right to the point: AI at work isn’t just about tech — it’s about people. If you’re not thinking about how your team feels, you’re setting yourself up for problems.
AI = anxiety (unless you fix it)
Yes, AI can speed things up. But it also triggers fear — “Is my job safe?” “Will I be replaced?” If your team’s guessing, you’re already behind. Be clear about how AI helps, not harms.
Train or tank
Want AI to actually work? Teach people how to use it. Not just where to click, but how it helps them succeed. Confidence drives adoption.
Put people before platforms
You can’t deliver great customer experiences if your team is stressed or unsure. If you want AI to work on the front end, it has to work for your employees first.
Why CX leaders should care
If your agents and frontline teams are nervous about AI, it’ll show up in every interaction — slower responses, shaky service, and low morale. CX isn’t just what customers see. It’s how your people show up. Empower them, and they’ll pass that energy on to your customers.
Try this
Ask your team one question this week: “What’s your biggest fear about AI?”
Then listen. Build your rollout plan from their answers — not just from the roadmap in the boardroom.
🔗 Get the Full Story→ Forrester
The Psychology of Pricing
Designing a pricing page? You're shaping perception, not just listing costs. Nick Kolenda reveals how tiny details — from spacing to color to number style — influence what customers choose.
Shrink the mental load
Show 3–4 plans max. More than that? Customers zone out. Keep options simple, spaced tight, and all the same height for easy side-by-side scanning.
Make prices feel light
White space, soft colors, and top-aligned prices trick the brain into thinking prices are “lighter.” Bonus: cloud backgrounds subtly bring prices “closer,” making decisions feel easier.
Location = persuasion
Put plans front and center. Literally. Above the fold, centered on the page. Right side slightly outperforms left — most users are right-handed. Place durations below the price to avoid visual clutter.
Price tricks that work
Use charm pricing: $49 > $50. It feels like $40.
Competitive pricing? Make it big and bold.
Not-so-great pricing? Shrink it and fade the currency symbol.
Want to drive clicks? Add a subtle line above the CTA button to grab focus.
Set the anchor
Highlight your most expensive plan. People will see cheaper ones as a better deal. Can’t do that? Add a high random number nearby to create contrast.
CX pro takeaway
You own more than CX — you influence buying behavior. Sweat the layout. Test button placements. Adjust font sizes. Every detail nudges behavior. Treat your pricing page like a conversation, not a menu.
Try this
Audit your pricing page this week. Are you showing too many plans? Is the layout encouraging action or creating confusion? Tiny tweaks = big gains.
🔗 Explore the full list→ Source
Honesty in Leadership
Why this hit home
Simon Sinek drops some truth in this clip: leadership isn’t about being the smartest person in the room. It’s about being the most real.
When you're open, others open up
Sinek talks about how everything shifted when he started being honest with his team — sharing when he was struggling, asking for patience when he was having a rough day. That honesty created trust. And suddenly, his team started opening up too.
Real talk leads to real growth
This isn’t just feel-good stuff. When leaders admit what they don’t know or where they messed up, it makes it safe for others to do the same. That’s when people step up, own their mistakes, and actually grow.
The boss who got it
Sinek’s all-time best boss, Peter Andagi, never handed out answers. He handed out questions. Messed up? No yelling. Just: “How will you fix it?” That flipped the script — from fear to ownership.
What this means for CX leaders
You can’t deliver amazing customer experiences with a scared team. Your people — agents, analysts, tech leads — need the same things your customers do: empathy, support, and someone who’s got their back. When you lead like that, they pay it forward.
Something to try
Next time something breaks or goes sideways, don’t jump in with answers. Try asking, "What do you think we should do?"
It might just open the door to something better than you expected.
Who said it
Simon Sinek is the author of Start With Why and Leaders Eat Last. He’s all about purpose, people, and leading with heart.
🔗 More from Simon→ Source
Thank you!
I hope you found value in this week’s links. See you next Sunday at 8:15 am ET!
If this edition sparked ideas, share it with a colleague or team member. Let’s grow the DCX community together!
👋 Please Reach Out
I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
Here’s how you can get involved:
Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
Stuck on something? Hit me up whether it’s a CX challenge, strategy question, or team issue—I’m here to help.
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Your input keeps this newsletter fresh and valuable. Let’s start a conversation—email me, DM me, or comment anytime. I can’t wait to hear from you!
— Mark
www.marklevy.co
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Some really powerful messages in the latest newsletter Mark! The story about AMEX not even trying to stop a customer from closing their account is sadly a familiar story in many companies. Beyond the client retention opportunity, ensuring a positive customer experience and a positive brand image also the end of the customer lifecycle is a win in itself.