DCX Links | April 27, 2025

CX Leadership Isn’t Optional—It’s the Advantage

Welcome to the DCX weekly roundup of customer experience insights!

If there’s one thing this week’s stories prove, it’s this: the old playbooks are done. In 2025, customer experience isn’t a department—it’s the differentiator.

We’re seeing a shift toward bold, human-first leadership. Whether it’s CEOs who sleep in their own listings, exec teams welcoming raw customer feedback, or CX teams learning hard lessons about deploying AI with intention—each story here challenges us to raise the bar.

Across every link this week, there’s a shared message:
→ Know your customer, not just your data.
→ Lead from the front, not from the dashboard.
→ And use tools like GenAI not to replace your thinking, but to sharpen it.

If you’re building the future of CX, you’re not just optimizing interactions—you’re shaping how your company shows up in moments that matter.

Let’s dig in.

Happy reading—and stay curious, DCXers!

-Mark