DCX Links | April 20, 2025

Real CX Work Happens Before the Click

Welcome to the DCX weekly roundup of customer experience insights!

What do Netflix, Gillette Stadium, Verizon, and your frontline employee have in common?

They’re all proof that the best customer experiences start way before the customer ever shows up.

This week’s stories spotlight a shared idea: CX isn’t about reacting—it’s about setting the stage.

From smarter search to strategic design, AI-augmented support to data-driven decisions, the most impactful leaders are shifting left—tackling the root, not just the ripple.

Whether it’s finding the right problem to solve, guiding fans from driveway to seat, or helping agents sell more (without selling out), this week is about proactive design, inside and out.

Let’s dig in.

Happy reading—and stay curious, DCXers!

-Mark